Senior Analyst, Learning Operations

Job Title - Senior Analyst, Learning Operations

About the Function:

Our Human Resources function brings together diverse talent to unlock performance and potential. We champion an inclusive culture and empower our people to thrive, innovate, and grow.

HR plays a meaningful role across our global markets—identifying talent, building capabilities, and enabling business success through people.

About the team:

The Learning Operations team, part of the Employee Experience function, is responsible for delivering seamless and high-quality learning experiences. We manage Learning Management Systems (LMS), support the rollout of learning programs, and ensure smooth execution of virtual and instructor-led training.

Working closely with the Capability CoE and market teams, we enable the delivery of both mandatory and business-driven learning solutions.

About the role:

The Learning Operations team is an established function within GHRO, responsible for handling the Learning Management System (LMS), supporting the creation and launch of learning interventions, and enabling virtual and instructor-led training. The team also leads reporting, user access, and permissions, working closely with the Capability CoE to deliver mandatory and business-driven learning solutions.

Purpose of the Role:

To provide efficient and proactive Learning Operations support by handling customer queries, ensuring adherence to defined processes, and maintaining compliance standards. The role requires a strong understanding of Learning Operations tools and the ability to deliver high-quality support in a fast-paced environment.

Key Responsibilities / Accountabilities:

• Ensure 100% resolution of SNOW tickets within 48 hours of assignment.

• Provide timely and effective support for customer queries and service requests.

• Collaborate with stakeholders to resolve service issues and customer concerns.

• Manage extended worker access, course assignments, and learning records.

• Support SPOC's in handling user data, reporting, and completion tracking.

• Deliver a high-quality customer experience with a service-first approach.

• Ensure strict adherence to Global IM&S and PII compliance standards.

• Contribute to achieving team SLAs and KPIs through consistent performance.

• Support learning launches, reporting, and operational activities across platforms.

Skills & Proficiencies:

• Intermediate skills in MS Excel and PowerPoint

• Strong verbal and written communication skills in English

• Ability to multitask and manage priorities effectively

• Strong problem-solving and analytical skills

• Attention to detail and ability to follow structured processes

• Customer-focused attitude with strong customer management skills

Qualifications & Experience:

• 2+ years of experience in a multinational or service delivery environment

• Minimum 12 months experience in LMS/LXP platforms

• Experience in ticketing tools (e.g., ServiceNow) preferred

• Ability to work independently and remotely without impacting delivery

Flexible Working Statement:

Flexibility is key to our success. Talk to us about what flexibility means to you so that you’re supported to manage your wellbeing and balance your priorities from day one.

Diversity statement:

Our purpose is to celebrate life, every day, everywhere. And crafting an inclusive culture, where everyone feels valued and that they can belong, is a crucial part of this.

We embrace diversity in the broadest possible sense. This means that you’ll be encouraged and celebrated for who you are just by being you. You’ll be part of and help build and champion an inclusive culture that celebrates people of different gender, ethnicity, ability, age, sexual orientation, social class, educational backgrounds, experiences, attitudes, and more.

Our ambition is to build the best performing, most trusted and respected consumer products companies in the world. Join us and help transform our business as we take our brands to the next level and build new ones as part of crafting the next generation of celebrations for consumers around the world.

Feel encouraged? Then this may be the opportunity for you.

If you require a reasonable adjustment, please ensure that you gain this information when you submit your application.