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Tier 2 Learning Administrator (6 months Fixed Term Contract)

Tier 2 Learning Administrator (6 months Fixed Term Contract)

Req ID:  30477
Department:  Grow to Perform MNL (PH7929637)
Division:  Talent and Culture (T87600)
Job Family:  Banking / Core (default)
Location:  Makati City

 

About the role

 

At ANZ our purpose is to shape a world where people and communities thrive. We’re making this happen by improving the financial wellbeing and sustainability of our customers so they can achieve incredible things– whether they’re buying a home, building a business or saving for things big or small.

 

The Tier 2 Learning Consultant is critical in making this happen and will be the human face of the learning delivery services. The role will manage escalations from the Can I Help You (CIHY) and solve complex queries relating to learner issues across multiple geographies. The role will also provide comprehensive problem-solving support on a variety of learning operational queries such as: course creation, modification and cancellation, technical troubleshooting, catalogue updates, access requests, testing courses and assessments and reporting, certificate management and reports. The role’s focus is to create ‘Memorable Moments that Matter’ during all customer interactions.

 

The role is also responsible for, but not limited to the following:

 

  • Provide personalised, accurate and timely Tier 2 support for problem diagnosis and resolution, of technical/learner issues associated with learning delivery services and ensure that proposed solutions meet customer expectations.
  • Managing system access requests, for both internal users and external third party learning suppliers
  • Creating new/updating/deleting course shells within the Learning Management System
  • Managing course uploads and content linking within the Learning Management System
  • Generating data extracts using standard published reports with applicable filters as requested
  • Setting-up subscription reporting (standard and ad-hoc) for stakeholders
  • Identifying opportunities to continually improve, streamline and automate learning administrative processes
  • As a key control, ensure risks and issues are identified, managed and escalated appropriately
  • Assist in the preparation, review of procedure guides.
  • Partner effectively with other parts of ANZ (e.g. CIHY, ML Journey Delivery) or external vendors in achieving a great customer experiences and outcomes.
  • Ensure blockers are identified, escalated and removed in the delivery of quality service an other LDS initiatives
  • Ensure compliance with ANZ policies, processes, and standards in business analysis and systems design
  • Effectively respond to escalations, incidents and customer complaints and feedback

 

Role Location: 12F Solaris One Bldg, Dela Rosa Street, Makati City

Role Type: 6 months Secondment / Fixed Term Contract

 

To grow and be successful in this role, you will ideally bring the following:

 

  • Working knowledge of Learning Management Systems (Saba).
  • Customer Centric,  analytical thinker and able to do root-cause analysis
  • Change management and continuous improvement experience
  • Execution focused with strong attention to detail, prioritisation and planning
  • Strong consulting, influencing and relationship building skills
  • Excellent written / oral communication and presentation skills

 

You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.

  

Why join us?

 

There’s something special about being part of ANZ.  From the moment you join us, you’re part of a team working towards a common goal: improving the financial wellbeing and sustainability of our millions of customers.

 

But it’s not just our customers who’ll feel your impact. You’ll feel it too. Because at ANZ, you’ll have the resources and community you need to take the next big step in your career, towards even bigger things in the future.

 

We offer a range of benefits tailored to the countries in which we operate including Health and Wellbeing programs and flexible working arrangements.

 

You’ll also enjoy working in a diverse and inclusive workplace where the different backgrounds, perspectives and life experiences of our people are celebrated. We encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support.

 

To find out more about working at ANZ or to view other opportunities visit www.careers.anz.com. You may apply for this role by visiting ANZ Careers and searching for reference number 30477.

 

Posting will end on 6 February 2023.

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