Senior Process Lead

Shift - US / UK shift as required by account
Location - Bangalore
Work Exp - 6+ Years

The Lead / Senior Learning Administrator leads learning administration operations across LMS administration, session logistics, learner support, reporting, quality, and SLA performance. The role owns workload planning, team allocation, transition support, process documentation, escalation management, stakeholder communication, performance tracking, audit readiness, MBR/QBR inputs, and continuous improvement. The role provides operational guidance, mentoring, and cross-skilling support to the learning administration team.
Level intent: Responsible for team performance, SLA governance, escalations, transition support, quality controls, and stakeholder management.
Roles & Responsibilities

• Own day-to-day learning administration operations across LMS setup, learning events, learner support, reporting, and helpdesk queues.
• Oversee course upload, SCORM testing, course retirement, version management, session creation, learner registration, attendance, recordings, and completion tracking performed by the team.
• Plan calendars and bulk session creation based on forecasted demand and account-specific requirements.
• Manage calendar planning activities.
• Support pre-session and post-session operations.
• Govern learning support ticket queues, aging, and resolution quality.
• Support reporting and analytics services.
• Provide operational oversight for domain administration services.
• Ensure adherence to controls, quality standards, and service expectations.
• Support resolution of escalations and operational exceptions impacting domain administration services.
• Own operational governance and coordination with the clients learning vendors, including training providers, facilitation partners, and content suppliers.
• Monitor vendor performance against SLAs, quality standards, delivery commitments, and operational KPIs
• Own operational governance and coordination with the clients learning vendors, including training providers, facilitation partners, and content suppliers.
• Monitor vendor performance against SLAs, quality standards, delivery commitments, and operational KPIs
• Monitor team performance against agreed SLAs, quality expectations, and operational targets.
• Review queue health, aging, backlog, productivity, quality, and turnaround indicators.
  Technical Requirement
• Bachelors degree in any discipline.
• 67 years of relevant experience in learning operations, LMS administration, service delivery, SLA/performance management, team coordination, transition support, quality management, escalation handling, stakeholder management, and operational reporting.
• Experience in service delivery governance, operational reporting, calendar planning, vendor coordination, stakeholder management, transition support, continuous improvement, and learning operations preferred.
• Strong analytical and problem-solving skills with ability to identify operational risks, service gaps, and improvement opportunities
• Lead the team with clear prioritization, coaching, and operational discipline.
  Educational Requirement
  Bachelor Of Education
  Preferred Skills
  Process->Enterprise Package processes->Learning Management System (LMS) Implementation process
  Generic Skills
  Process->Enterprise Package processes->Learning Management System (LMS) Implementation process->LMS
  Service Line
  BPO Service Line