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Job Function:
Human Resources
Job Sub Function:
Learning & Instructional Design
Job Category:
Professional
All Job Posting Locations:
Bangalore, Karnataka, India, Bogotá, Distrito Capital, Colombia, Taguig, National Capital Region (Manila), Philippines
Job Description:
Position Summary
The Senior Specialist, Service Excellence, Analytics & Automation supports performance measurement, operational reporting, process improvement, and digital enablement across Learning Experience Strategy & Solutions (LXSS).
Reporting to the Manager, Service Excellence, this role builds and maintains the dashboards, reporting tools, AI enabled workflows, AI agents, and data processes that help LXSS monitor performance, improve service delivery, and demonstrate business value. The role translates operational needs into practical solutions using analytics, automation, artificial intelligence, and continuous improvement practices, while adapting as business priorities, technologies, and ways of working evolve.
Key Responsibilities
Reporting, Analytics & Data
- Maintain the reporting infrastructure, SharePoint Lists, datasets, tracking tools, and data repositories used to measure LXSS performance.
- Develop and maintain Power BI dashboards and visualizations supporting operational metrics, portfolio performance, service experience, and business value.
- Collect, consolidate, validate, and analyze data for monthly and quarterly business reviews, scorecards, and other leadership reporting.
- Identify trends, risks, data gaps, and improvement opportunities, and prepare insights and draft executive-ready materials under the direction of the Manager.
- Maintain metric definitions, data documentation, refresh schedules, and reporting processes to support consistency and reliability.
Automation & Digital Solutions
- Build and maintain automated workflows using Power Automate, SharePoint, Teams, Outlook, and other approved technologies.
- Develop or support Power Apps, AI-enabled solutions, and user-friendly tools that reduce manual effort and improve service delivery.
- Troubleshoot dashboards, workflows, SharePoint Lists, reporting tools, and related data processes.
- Apply Microsoft Copilot, prompting techniques, agents, automation, and emerging technologies to simplify work and improve efficiency.
- Test, document, and refine digital solutions while following applicable data quality, privacy, access, governance, accessibility, and control requirements.
Operational Excellence & Service Support
- Support the Manager in implementing service excellence priorities and continuous improvement initiatives across LXSS.
- Evaluate operational and learning-production workflows to identify bottlenecks, duplication, unnecessary handoffs, and opportunities for simplification.
- Recommend and implement practical improvements that increase efficiency, consistency, scalability, and user experience.
- Monitor performance indicators such as cycle time, on-time delivery, rework, adoption, customer satisfaction, data accuracy, cost savings, and business value.
- Provide responsive support, documentation, user guidance, and training materials for dashboards, reporting processes, automated workflows, and Service Excellence tools.
Continuous Improvement & Future Readiness
- Evaluate and pilot new tools and methods that could strengthen analytics, automation, learning impact measurement, and operational performance.
- Measure whether implemented solutions achieve intended results and share reusable solutions, effective practices, and lessons learned.
- Maintain flexibility to support new capabilities and responsibilities as the Service Excellence function and LXSS operating model evolve.
Qualifications
Education
- Bachelor’s degree in Business, Information Systems, Computer Science, Engineering, Data Analytics, Human Resources, Learning and Development, or a related field, or an equivalent combination of education and relevant experience.
Required Experience & Skills
- Relevant experience in service excellence, operational excellence, reporting, analytics, automation, digital productivity, business operations, or continuous improvement.
- Hands-on experience with Power BI, including developing or maintaining dashboards, visualizations, datasets, and reporting outputs.
- Experience using Power Automate or similar technologies to automate workflows, notifications, approvals, or data processes.
- Experience maintaining SharePoint Lists, reporting tools, operational data repositories, or similar business systems.
- Demonstrated ability to collect, organize, validate, analyze, and communicate operational data.
- Experience supporting recurring performance reporting, business reviews, scorecards, or leadership presentations.
- Strong analytical, problem-solving, organizational, and communication skills, with the ability to translate operational needs into practical solutions.
- Ability to manage multiple priorities and collaborate effectively across functions, levels, geographies, and time zones.
- Demonstrated customer focus, accountability, adaptability, learning agility, and commitment to continuous improvement.
Preferred Experience & Skills
- Experience developing Power Apps or other low-code business solutions.
- Experience using Microsoft Copilot, Copilot Studio, agents, prompting techniques, or other AI-enabled tools.
- Experience applying Lean, Six Sigma, Agile, process-mapping, or root-cause analysis methodologies.
- Experience preparing executive-level data visualizations and supporting monthly or quarterly business reviews.
- Familiarity with instructional design, e-learning, video production, content curation, or other learning-production workflows.
- Experience supporting learning impact measurement, business value reporting, or performance benchmarking.
- Experience working in a global, matrixed, shared-services, Learning and Development, HR, or technology environment.
Leadership & Professional Competencies
Customer Focus | Digital & AI Fluency | Analytical Thinking | Data Stewardship | Continuous Improvement | Systems Thinking | Problem Solving | Attention to Detail | Collaboration | Accountability | Learning Agility | Adaptability
Success Measures
- Accuracy, completeness, and reliability of reporting data and dashboards.
- Timely delivery of recurring and ad hoc performance reporting.
- Improved efficiency and reduced manual effort through automation, AI, and process simplification.
- Reliability, usability, and adoption of Service Excellence tools and workflows.
- Actionable insights that support operational and leadership decisions.
- Responsiveness to stakeholder reporting and service-support needs.
- Measurable improvements in operational performance, data quality, and user experience.
- Effective adaptation to changing business priorities, technologies, and ways of working.
Required Skills:
Preferred Skills:
Analytical Reasoning, Analytics Insights, Business Behavior, Cultural Competence, Curriculum Development, Facilitation, HR Strategic Management, Instructional Design, Instructional Development, Learning and Development (L&D), Learning Culture, Performance Measurement, Problem Solving, Process Oriented, Reporting and Analysis, Talent Management, Training Needs Analysis (TNA)