Specialist Deputy Manager - Learning Admin - Hyderabad

Deloitte USI (US-India offices) · Consulting & Professional Services

Hyderabad, Telangana, India
On-site
Posted yesterday
Operations & Supply Chain

Apply on Deloitte USI (US-India offices)Create resume for this job

About the job

Specialist Deputy Manager - Learning & Talent Support Services Deputy Manager – Deloitte Support Services India Private Limited

Do you enjoy learning administration? Then this may be the perfect opportunity for you!

As the Deputy Manager, you will support the team in delivering excellent service to the North-South Europe (NSE). This role involves high engagement with USI HRS Learning & Talent Support Services team members, effective team and people management, and building strong relationships with stakeholders, Business Process Owners (BPOs), and end users.

The right candidate will be responsible for leading a team providing learning admin support, collaborate closely with a UK based team to manage training administration, manage escalations, and ensure service level agreements are met. Identify opportunities for service improvements through Continuous Service Improvement (CSI) and/or Robotic Process Automation (RPA).

Deliver consistently high customer service and meet HR Services objectives.

Work you’ll do

The key responsibilities include the following:

Service Delivery:

Demonstrate strong knowledge of services offered and team capabilities.

Monitor and achieve deliverables in line with agreed SLAs and KPIs.

Evaluate, develop and implement productivity metrics for individual and team utilization.

Provide resource forecasts and forward planning to management.

Ensure high-quality deliverables, working closely with UK stakeholders and USI LTSS management team.

Report and manage potential key issues, identify risks, and recommend solutions.

Understand customer requirements and operational service delivery processes.

Interact with key stakeholders and implement improvements to prevent recurrence of issues.

Identify and implement process improvement through continuous service improvements.

Maintain the Service Catalogue.

People Management:

Lead a team of 15-20, including Assistant Manager, Senior Analysts, Analysts and Associate Analysts.

Identify training needs for team members.

Embed and drive NSE “People First” approach.

Performance Management:

Conduct regular check-ins and reviews with team members in accordance with the firm's performance management program.

Track and review team performance, providing feedback as needed.

Ensure all USI and UK compliance are completed within agreed timescales.

Team Management:

Monitor operational activities and ensure queue management.

Provide guidance to ensure cohesive team operations.

Manage and resolve conflicts, fostering a culture of respect and inclusion.

Stakeholder Management:

Build relationships with stakeholders in USI and UK.

Understand and align with stakeholders' goals and objectives.

Communication:

Foster a culture of open, proactive communication between USI and UK teams.

Identify and raise potential issues for discussion and action.

Coordinate and chair team briefings and teambuilding activities.

Other Responsibilities:

Assist with recruitment and logistics for interviews.

Keep up to date with policy, legislative, and process developments.

Lead various projects and roles within the wider HRS and NSE teams.

Contribute to robust governance and highlight risks and mitigations.

The key skills required

Strong team management, people management and performance management skills

Strong relationship building skills

Strong communication skills and the ability to interact with professionals at all levels

Experience of handling large number of direct reports from different work streams and coordinating with various teams to deliver exceptional results

Proven success as a high-performing team leader with ability to manage multiple activities simultaneously

Strong mentoring and coaching skills

Ability to understand client and customer issues and needs and react to issues

Experience of working in highly effective service delivery model in a customer services arena

Conflict resolution

The team

The Internal Client Services team at Hyderabad supports the Deloitte organization in the UK with a wide variety of capabilities like financial reporting, HR and financial transaction processing, administrative service and helpdesk support, marketing and IT services.

Work Location: Hyderabad

Shift Timings: 2 PM to 11 PM

Qualifications

Required:

Graduate degree

Overall, 8 - 10 years of work experience in learning administration

2-4 years of experience managing large teams – 15-20 FTE’s

Preferred :

Diploma in Learning/Training & Development

Prior experience in learning and development domain

How you’ll grow

At Deloitte, we’ve invested a great deal to create a rich environment in which our professionals can grow. We want all our people to develop in their own way, playing to their own strengths as they hone their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of learning and networking opportunities—including exposure to leaders, sponsors, coaches, and challenging assignments—to help accelerate their careers along the way. No two people learn in exactly the same way. So, we provide a range of resources including live classrooms, team-based learning, and eLearning. DU: The Leadership Center in India, our state-of-the-art, world-class learning Center in the Hyderabad offices is an extension of the Deloitte University (DU) in Westlake, Texas, and represents a tangible symbol of our commitment to our people’s growth and development. Explore DU: The Leadership Center in India

Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.

Deloitte’s culture

Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture that is inclusive, invites authenticity, leverages our diversity, and where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte.

Corporate citizenship

Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte’s impact on the world.

Apply on Deloitte USI (US-India offices)