Learning Production Regional Manager - Federal, México - MSD

Descripción

The Learning Production Regional Manager reports directly to the Delivery Assurance Lead and is responsible for managing the supplier(s) teams responsible for the delivery of business-as-usual Learning Production services globally (captive and outsourced).

• Day to day management of the supplier(s) teams and resolution of escalated service issues, identifying a resolution path and sharing the outcome with Service Experience team members so as to assure the maintenance and evolution of knowledge management resources for the benefit of service delivery teams' captive and outsourced.
• Coaching and alignment of supplier(s) teams to assure adherence to agreed service levels (quantitative and qualitative)
• Fiduciary tracking and monitoring of budget disbursed on outsourced resources, regularly reporting progress against plan

• Day to day management of all service delivery suppliers, first point of contact for issues/escalations.
• Disposition of all escalated service issues as a priority.
• Resolve all issues and evaluate procedures and processes to identify opportunities to improve service moving forward.
• Identification of process improvement opportunities and relay those opportunities to relevant stakeholders.
• Identification of opportunities for improvement and/or communication based on external market factors (including HR trends, industry, supplier markets and economic factors).
• Document all process improvement opportunities so they can be successfully changed.
• Work closely with Service Experience team on all initiatives.
• Identification and analysis of issues based on system data or other available information.

• Focus on the general coaching and improvement of service of all supplier teams.
• Assisting in the management of Learning Production teams, defining strategies and requirements, guiding teams through the implementation of learning delivery and managing the daytoday relationships as needed.
• Develop a trusted advisor relationship with relevant client contacts through effective communication and efficiency.
• Ensuring delivery of highquality services and products to the business.
• Manage suppliers to ensure high quality of learning services.
• Also manages SLA definition, service level monitoring and supplier negotiations.
• Creates clearly defined performance parameters that are agreed upon by all parties involved.
• Monitors performance, provides feedback, defines or approves/disapproves change control processes, and development of vendors.
• Ensures that strong organizational structure and processes are put in place to manage and track relationships, contracts, and servicelevel agreements (SLAs) with all vendors.

• Provide support to Delivery Assurance Lead in all budgeting activities in relation to the vendor.
• Assist with budget planning, budget projections, reporting (monthly, variance, actual), inputting contracts, creating service agreements and responsible for all monitoring progress against overall plan.

• Participate actively in any change/improvement discussions, contributing as per experience of any internal/external challenges in their field.
• Have a clear understanding of the fundamental business drivers of the company and use this knowledge in their work.
• Assist with change strategy development and the implementation into the organization.
• Assess and analyze the change impact.
• Identify any anticipated resistance from the business.

• Proven knowledge and understanding of the learning delivery model.
• Experience with Learning Management Systems (LMS)
• Strong ability to acquire and process knowledge aligned to the learning portfolio.
• Excellent communication and influencing skills.
• Strong listening & comprehension skills.
• Strong orientation toward Innovation & Creativity.
• Strong interpersonal skills including relationship building & maintaining.
• Strong attention to detail and follow up, strong analytical skills together with developed business acumen.
• Demonstrated ability to work in teams and collaborate / partner with others from across the business
• Strong IT skills incl. advanced excel & PowerPoint.
• Ability to clearly articulate messages to a variety of audiences.
• Problem solving and root cause identification skills.
• Able to work effectively at all levels in an organization.

• Three to five years' experience with resource management, cost control and demonstrated business success through productivity improvements.
• Demonstrated knowledge and understanding of the learning delivery fun