• Competitive
  • Hong Kong
  • Permanent, Full time
  • Moody's
  • 2018-06-23

Training Operations Manager

Location: Hong Kong


The Role / Responsibilities:
The Regional Training Operations Manager supports the business and its clients by supporting and reviewing the work of training coordinators within the Regional Training Operations team to ensure quality delivery of training products and services while being responsive to client needs. The role requires the ability to communicate clearly within the Operations team and ensuring consistency of communications for learners, clients, credential holders and internal staff. They may also represent Operations in cross functional teams throughout the organization (New York, Toronto, Montreal, London, Dubai, India and Hong Kong), as well as clients in the global financial industry. The Training Operations Manager will be the lead support representative for the designated clients in the region. The Training Operations Manager will be responsible for leading all eLearning and Instructor Led activities within the region.

Responsibilities:

  • Perform and have oversight of the day to day activities required to provide support to Learning Solutions clients for the Instructor-led Training

    • End to end co-ordination of training events

    • Management of internal and external training venues for a smooth running of in-house and public training seminars, including room booking, room setup, catering etc.

    • Month end invoicing

    • Liaising with instructors for materials, training venue, etc

    • Client relationship management (internal and external)

    • Inventory management for training services supplies

    • Provide support to e-Learning colleagues when required

    • Delegate registration and associated system maintenance where appropriate

    • Expense processing (for both instructors and clients)

  • Perform and have oversight of the day to day activities required to provide support to Learning Solutions clients for the eLearning business

    • End to end co-ordination of LMS registrations & reporting activities

    • Ensure that all correspondence and related client activities meet the Moody’s Analytics timelines, quality and policies.

    • Oversee Invoicing and submission of accruals and sales.

    • Work with the Implementation team to ensure that the Training Co-ordinators have all necessary information and support to manage all client requests.

  • Lead and develop a team responsible for client services and support within Learning Solutions in the designated Region.

  • Coordinate and train new staff members on how to respond to client queries and handle new or difficult issues

  • Assist direct reports with regards to client questions or complaints related to training enrolments, exams and classroom training and escalate where necessary

  • Support the day-to-day relationship with clients

  • Responsible for implementing internal procedures to ensure timeliness and adherence to quality controls

  • Implement procedural enhancements to improve the client experience

  • Liaise with other departments throughout the organization to respond to clients requests or concerns

  • Project management of larger training programs

  • Assist with operational matters as they arise

  • Oversee the ELearning and Instructor led SharePoint and/or Issue Tracker to ensure all client contracts. are appropriately logged and managed within the stated response times.


Credentials Courses Operations and Support

Education & Work Experience:

  • Bachelor’s degree required (business or finance preferred)

  • Solid work experience in a service organization (previous experience in a training environment would be an asset)

  • Proven client service skills

Technical

  • Strong knowledge of Microsoft Office (Excel, Word, Visio, and PowerPoint), SharePoint, HelpDesk Systems (eg. Zendesk or SalesForce)

Skills

  • Strong customer orientation and an eagerness to excel and be part of a dynamic team

  • Excellent written and verbal communication skills in English (Spoken and written fluency in other languages will be considered an asset)

  • Good attention to detail and problem solving skills

  • Able to multi-task and work within a changing, high energy environment

  • Able to work to tight deadlines

  • Fluency in English is essential

Management

  • Ability to coordinate projects using own initiative and with minimal supervision

  • Displays interpersonal and leadership skills

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Moody's is an essential component of the global capital markets, providing credit ratings, research, tools and analysis that contribute to transparent and integrated financial markets. Moody's Corporation (NYSE: MCO) is the parent company of Moody's Investors Service, which provides credit ratings and research covering debt instruments and securities, and Moody's Analytics, which offers leading-edge software, advisory services and research for credit and economic analysis and financial risk management. The Corporation, which reported revenue of $4.2 billion in 2017, employs approximately 11,900 people worldwide and maintains a presence in 41 countries. Further information is available at www.moodys.com.

Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation or any other characteristic protected by law.

Candidates for Moody's Corporation may be asked to disclose securities holdings pursuant to Moody’s Policy for Securities Trading and the requirements of the position. Employment is contingent upon compliance with the Policy, including remediation of positions in those holdings as necessary.

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