- Location
- Kuala Lumpur, Malaysia
- Type
- Full-time
- Department
- IT
- Seniority
- Senior
- Source
- Workday
Description
KEY ACCOUNTABILITIES
Learning & Development Service Delivery and Operational Execution
Coordinate and execute assigned global and regional Learning & Development operational activities accurately and on time according to defined work instructions, SLAs and quality standards
Support administration of global and regional learning programs and globally defined learning initiatives delivered within the assigned region, including session setup, participant and cohort coordination, enrolment tracking, attendance follow-up and completion monitoring
Administer learning requests, standard cases and operational escalations in case/ticket management tools and ensure timely updates, documentation and closure
Coordinate with global and regional HR stakeholders, managers, employees, trainers, vendors and service partners to support timely completion of learning activities
Identify delays, missing information, capacity constraints, data quality issues or process deviations and escalate them where required
Learning Systems, Data Quality, Documentation and Reporting
Maintain accurate learning data in relevant HR systems, learning management systems or learning administration tools for the assigned global and regional scope
Administer learning catalogue, courses, offerings, campaigns, curricula, assignments, enrolments, attendance records and completion data in line with defined global and regional standards
Prepare, review and update learning documentation, templates, records and operational materials in line with applicable procedures and controls
Prepare standard global and regional Learning & Development reports, data extracts, dashboard inputs and status updates in line with defined templates, timelines and data quality standards
Support KPI tracking and service performance monitoring by providing accurate operational information, case status updates and data inputs for the assigned region
Learning Program, Content and Vendor Coordination
Support the operational rollout of learning programs, development initiatives and learning campaigns across relevant employee groups in the assigned region
Coordinate operational activities with internal subject matter experts, facilitators, external providers and learning content platforms
Support content and course administration, including version tracking, upload coordination, metadata maintenance and retirement of outdated learning items
Support vendor-related administration, including scheduling, participant coordination, purchase or invoice follow-up inputs and service quality feedback where required
Provide operational input to global and regional learning needs planning and capacity discussions based on demand, participation, completion and feedback data
Stakeholder Support, Guidance and Issue Resolution
Respond to standard and complex Learning & Development queries from employees, managers, HR stakeholders, business contacts and service partners within the assigned global and regional scope
Provide clear and service-oriented guidance on learning process steps, system actions, enrolments, completions, reporting outputs and required documentation
Act as a global and regional operational subject matter expert for learning administration topics and support less experienced team members with knowledge sharing and issue resolution
Coordinate with adjacent HR Operations, Talent & Performance, IT and process teams to resolve operational issues and ensure consistent service delivery
Escalate complex, sensitive or policy-related cases, recurring issues and risks to the Team Lead or relevant process owner
Implementation of Changes, Compliance and Continuous Improvement
Apply and support the global and regional rollout of new or updated work instructions, tools, templates, reporting formats and procedures related to Learning & Development operations
Participate in testing, training and implementation activities related to changes impacting learning processes, system configuration, integrations, reporting or service delivery
Contribute improvement ideas based on daily operational experience, stakeholder feedback, reporting insights and recurring issues
Execute activities in compliance with HR policies, internal controls, audit requirements, learning documentation standards and data privacy requirements
Handle confidential employee and learning data securely and promptly report compliance, data privacy or documentation concerns
Support the operational rollout of learning programs, development initiatives and learning campaigns across relevant employee groups in the assigned region
Coordinate operational activities with internal subject matter experts, facilitators, external providers and learning content platforms
Support content and course administration, including version tracking, upload coordination, metadata maintenance and retirement of outdated learning items
Support vendor-related administration, including scheduling, participant coordination, purchase or invoice follow-up inputs and service quality feedback where required
JOB REQUIREMENTS
Education
University degree in Human Resources, Business Administration, Psychology, Organizational Development, Education, Learning & Development, Information Systems, or a related field
Specialization or coursework in Learning & Development, Talent Management, Organizational Development, adult learning, instructional design, HR systems or learning management systems is beneficial
Experience
A minimum of 5-10 years of relevant working experience in Learning & Development, HR Operations, Talent Management, shared services, service delivery or a related operational role
Experience executing or coordinating learning program administration, learning catalogue management, learning system administration, reporting or case/ticket handling activities
Experience working with learning vendors, facilitators, HR stakeholders and business contacts in a process-driven operational environment
Experience supporting process improvements, system changes, testing or rollout activities in Learning & Development is beneficial
Knowledge and skills
Strong understanding of Learning & Development process steps within the hire-2-retire value chain
Knowledge of learning program administration, learning catalogue and curriculum management, enrolment tracking, completion monitoring and learning documentation
Experience working with HR systems, learning management systems or learning administration tools and case/ticket management tools
Ability to coordinate operational learning activities, maintain data accuracy and meet defined timelines in an SLA-driven environment
Good reporting and data quality skills, including preparation of standard reports, data extracts, status updates and KPI inputs
Strong attention to detail and ability to handle learning records, employee data and documentation consistently
Service-oriented communication skills with employees, managers, HR stakeholders, vendors and business contacts
Analytical and problem-solving skills for operational issues and learning administration escalations
Ability to organize own workload, prioritize tasks and support knowledge sharing across the team
Basic HR compliance awareness, including data privacy, internal controls and audit documentation requirements
Knowledge of Cornerstone system as an advantage
Other requirements
Excellent command of both oral and written English
Good command of both oral and written additional language is beneficial
Ability to handle confidential information and employee learning data securely
Comfortable coordinating with other teams, vendors and service partners
Strong attention to detail for learning data, reports, employee records and documentation
Reporting Line(s)
Solid line(s) to: Head of Talent & Performance
Dotted line(s) to: Global Talent Manager
Performance Measures
Timely and accurate completion of assigned Learning & Development activities in line with agreed SLAs
Accuracy and completeness of learning data, catalogue records, employee learning records, documentation and standard reports
On-time setup, coordination and completion tracking of learning programs, offerings and campaigns
Quality and consistency of learning system administration and operational documentation
Stakeholder satisfaction with operational support, reporting support and query handling
Number and quality of escalations, rework items and data/documentation/reporting defects
POSITION SCOPE
Working Relationships
Internal contacts
Head of Talent & Performance
Global Talent Manager
Learning & Development team
Specialist Talent & Performance
Process teams hire-2-retire
E2E service lines
HR Business Partners and business contacts
IT support
External contacts
Service and outsourcing partners supporting Learning & Development operations
Vendors of operational tools, HR systems, learning management systems and related application management partners
External learning providers, facilitators, assessment providers, learning content platforms and talent development solution vendors