CPS Learning Admin Senior Specialist

This role is primarily accountable in managing stakeholders, performing quality assurance activities, and ensuring learning requests and queries from employees are being processed in accordance to the workplace instructions.

If you are good at:

• Promptly and accurately handle learning requests at initial point of contact
• Deliver excellent customer experience and quality service
• Identify and coordinate exceptions, provide recommendation and triage to appropriate resources or groups
• Provide education to employees on the self-service tools and guides of Learning Administration
• Proactively take part in building a collaborative team and good client working relationships
• Keep current with HR policies, procedures, programs and systems
• Meet accuracy and service excellence SLAs and metrics
• Liase with HR Partners and Learning stakeholders to resolve employee concerns, if necessary
• Come up with process improvements in coordination with the Continuous Improvement group
• Create and maintain workplace instruction and other

If you are:

• College graduate
• 3-5 years of prior learning background, with experience in learning administration, end-to-end training coordination and logistics (including, but not limited to, scheduling of multiple sessions, program communications, inquiry management, vendor coordination, etc.)
• Customer service skills and background (with HR background is a plus)
• Ability to build positive relationship at work and with different stakeholders, both internal and external
• Able to represent the ING core values and way of working
• Commitment to achieving high levels of service excellence and able to work independently or within a team or under minimal supervision
• Ability to analyze processes and come up with process improvements, whether big or small
• Excellent communication skills (verbal and written) in English
• Analytical and problem-solving skills
• Good knowledge on customer service best practices, concepts, and procedures
• Familiar with quality assurance activities
• Highly organized and able to prioritize in a fast-paced and multi-tasking environment
• High attention to details 
• Resourceful
• Working knowledge on the use of Service Now and Learning Management System is a plus

If you can:

• High-touch support for global and high-profile audience
• Supervise small teams in terms of handling scheduled tasks and complicated requests
• Proactive & hands-on approach on complex coordination support with minimal supervision
• Able to communicate clearly and confidently with senior leaders and global stakeholders
• Relationship-building and stakeholder management; collaboration with internal colleagues and external providers
• Advanced Excel skills required (V-lookup, Pivot tables, other Excel formulas) for preparation and analysis of learning reports (e.g., enrolment reports; summary of evaluation responses)

• Manage highly confidential information in a professional manner
• Ability to deal with various customers in terms of rank and behavior.
• Able to deliver difficult messages
• Able to carry out confidence during uncertainties / unfamiliar expectations
• Good time management to handle fast paced, multi-tasking and number driven work environment
• Quick to adapt and learn while meeting service delivery expectations

If you’d like to work with:

• ING Employees
• ING Stakeholders Global

If you want to:

• work in Ayala, Makati, the country’s economic center
• enjoy competitive compensation and allowances
• be part of one of the most innovative and exciting digital bank in the world
• be part of a diverse, creative, and energized team