Lilly utilizes a significant number of third party suppliers in various capacities to help us achieve our mission of discovering and creating medicines that make life better for people around the world. Effectively applying learning need changes to our learning management system Success Factors has become increasingly important. This position owns the team’s quality, reporting, compliance and continuous improvement work streams and is accountable for the delivery of our key operational metrics. This role will also lead high level and cross functional projects to achieve key business and functional objectives.
The primary role of the Global Learning Operations Analyst is to support the GLO operations and the global L&D organization (all countries outside the US – non manufacturing) with accurate, efficient and robust L&D data management. The day to day role will focus on supporting the team with investigating and processing learning change requests and consulting regularly with the team and our global stakeholders to ensure our team goals are achieved. This role will be critical to developing efficient processes end to end and owning mechanisms like training and quality that support the strong metrics and customer experience deliverables. In addition this role will own and define high impact and global scope projects that will positive impact the GLO and the global L&D strategy. This role plays a key part of the Global Learning Services organization based at Lilly corporate headquarters in Indianapolis, ensuring our Lilly work force on the ground can deliver the best possible customer experience.
Be seen as a “go-to” information resource or an SME for all L&D system and operational process queries related queries for stakeholders within and outside the team
Strong ability to work with multiple systems and interfaces.
Own and define team processes and training frameworks in line with new system and strategic changes.
Ensuring data accuracy by conducting assessments, troubleshooting and correcting identified L&D data issues.
Supporting the Global Learning Operations and Services team by participating in testing, troubleshooting, escalation and resolution of complex L&D issues.
Influence and maintain the Global L&D data standards.
Support the knowledge and education of internal L&D affiliate contacts and standardise processes where applicable.
Monitor and reporting on the overall operational deliverables from a quality sampling, trend analysis and service level perspective.
Providing regular feedback and coaching to the team members to support increased knowledge and performance through tangible action plans.
Support global/regional and local L&D process related projects that enhance efficiencies and data integrity.
Demonstrate flexibility in working hours to communicate with global partners in addition to supporting operations or team coverage needs ensuring the delivery of our key operational metrics.
Demonstrate strong decision making and prioritization skills when balancing the needs of the customer with the needs of the business.
Train internal L&D personnel across affiliates on the L&D Data Mgt processes and information requirements necessary to fulfil requests.
Review L&D Data Management metrics & communicate to all key stakeholders to ensure results are being met whilst identifying and implementing initiatives to improve.
Own and lead work streams and projects that positively impact GLO and global L&D teams.
Working with Business Warehouse or Business Objects, MS Office (specifically Outlook, Word, PowerPoint, Excel)
Experience with Learning Management Systems (preferably SuccessFactors).
Experience with workflow tools (preferably ServiceNow, iSight) and other online tools and applications.
Strong experience in Business Warehouse or Business Objects, MS Office (specifically Outlook, Word, PowerPoint, Excel).
Strong experience with generating database queries and interpreting data to present it in a meaningful way depending on stakeholder needs.
Drive system improvements to improve efficiencies and reduce error rates.
Ability to define and maintain all training and process documents and mapping end to end.
Auditing processes regularly to drive improvements ensuring they are still fit for purpose and delivering the required outputs.
Identifying and driving process and automation improvement projects to reduce waste and error rates.
Minimum 5 years’ experience in a fast paced operations environment with knowledge of integration of various L&D systems (Success Factors, SAP, iSight, Share Point)
Bachelor’s Degree (or equivalent work experience)
Fluency in English. Ability to speak additional languages is advantageous (French, Spanish, Italian, German, Russian, Chinese, Japanese)
Strong analytical skills and ability to gather, deep dive and interpret data and identify trends
Demonstrated experience understanding and managing complex technical and process related issues and problem solving.
Strong customer experience and quality service mind set and operational approach
Demonstrated experience managing multiple day to day deliverables and projects across multiple functions and geographies to achieve strategic business goals.
Experience communicating with and influencing a global team of colleagues and stakeholders across all levels.
Experience delivering training and supporting the team from a coaching perspective.
L&D/HR operations experience is desirable
Ability to manage large projects with competing stakeholder needs
Ability to work in a global team environment and communicate and influence effectively with L&D colleagues and business partners
Ability to adapt quickly and easily to change and loosely structured situations
Consistent curiosity of how data systems are integrated and impact each other
Drive to never settle and continuously strive to deliver the best possible customer experience.
Ability to work well within a diverse team and roll up sleeves to take on any task to help the team achieve common goals.
The GBS focuses on the following foundational pillars across the full organisation to ensure a solid and consistent approach to running our business:
Demonstrate a strong compliance oriented mind set & help to build a strong compliance culture
Familiar with all applicable process documentation & training materials to ensure you operate in a fully compliant manner
Evaluate nature of requested data transactions and ensure alignment and consistency with L&D standards and privacy/compliance guidelines
Maintain and support L&D data monitoring and periodic review of courses, curricula, HR criteria-based assignment profiles, etc. along with follow-up activities to manage and document data clean-up
Work closely with compliance teams and develop risk management strategies to increase audit readiness.
Actively work with the core team members in Learning Operations & Global Learning Services Solutions team to build effective working relationships.
Work collaboratively with colleagues in global locations to develop partnership in solving issues and providing solutions.
Establish credibility through subject matter knowledge and reliable delivery on commitments.
Build trustful relationships and demonstrate influencing ability across all levels and functions.
Consult with subject matter knowledge of L&D processes and systems to business area resources, supervisors and L&D colleagues on exploring alternatives, selecting best option and implementing solutions.
Demonstrate excellence in all interactions with our GBS internal customers & business partners.
Focus on measuring & improving our internal customer’s experience with the GBS
Serve as a critical information and support resource to the team and global partners providing operational excellence support, audit readiness and best practices.
Collaboratively work to troubleshoot data, process or technology issues raised during day-to-day operations and provide direction for issue resolution.
Demonstrate a strong Continuous Improvement oriented approach & help to build a strong Continuous Improvement culture.
Own and lead CI projects and kaizen events applying lean and six sigma methods to deliver high impact and cost reduction solutions to the global L&D team.
Share best practices to identify CI system and process opportunities that increase consistency, productivity and reduce variability