EY Job Description
Job Title: TSS Associate Virtual Classroom Learning
Talent Shared Services (TSS) is a core service line within the Global Delivery Services organization. It provides multiple HR support services through the VTH model in functional areas like including People Data Administration, Learning Administration, Talent Development, Cross Border Travel, Global Mobility etc. to EY member firms and other EY Talent functional stakeholders.
These services are delivered from our centers in India, Philippines Poland and China. TSS team delivers consistent, high-quality, and operationally efficient HR transactional services to EY through a globally efficient and effective network of GDS centers.
Learning Admin function is a part of the broader Talent Shared Services (TSS) and is primarily focussed towards managing end to end Learning administration for the Talent team to deliver the training in all areas across EY.
The TSS Associate – VC Learning Admin is responsible for providing live session support for the Virtual Classrooms conducted Globally. They are also responsible to support the Deploy Admin activities as per the defined processes & procedures within the agreed service level agreements. The role is also responsible to build & maintain positive and productive relationships with other team members and customers.
Essential Functions of the Job:
The key function of this position is to co-facilitate/host the Virtual Classroom learning via the WebEx platform and attend to functional inquiries/requests/transactions as assigned (including inquiries or requests via telephone or email) in accordance with established policies and procedures. Follows through on commitments and takes responsibility for results; effectively prioritizes assignments; identifies and reports barriers and issues to Supervisor. Identifies potential areas for process improvements and makes recommendations to Senior and Supervisor roles.
Creating and managing Scheduled Offering (Class), with a specific start and End date & time, Location, Instructor etc… to deliver the Course content effectively, based on the request received from the regional Talent Team
Roster Management: Managing the Registration/Cancellation for the Scheduled Offering’s (Classes).
Notifying the employees through various communications (email) on the upcoming classes which they have registered for (eg: Registration notification, Joining Instruction, Leader Communication etc…)
Pre-Preparation Hrs to host sessions
VC Producer Hosting the Session
Post session reports
Processing the Completion/Awarding credit for the Learners attending the Scheduled Offering (Class) based on the allocated hours of the session
Preparing and sharing the evaluation summary report for the class conducted based on the survey result provided by the participants
Handling the Learning related queries received through Service-Now
Liaise between the Learner and the Talent team
Establish clear understanding of the EY Learning process flow and related activities
Strictly follow the Learning Admin process map, procedures and Work instructions to execute the assigned requests appropriately
Strict adherence to the defined Service Level Agreements (SLAs)
Ensure quality compliance as per the defined standard Global process model
Follows through on commitments and takes responsibility for results; effectively prioritizes assignments; identifies and reports barriers and issues to Supervisor
Assists with GDS initiatives and other projects as assigned
Ensures GDS organizational policies and processes are followed
Knowledge and Skills Requirements:
Strong communication skills to cater to a Global audience, interpersonal skills and customer orientation; works effectively with others
Good interpersonal skills and customer orientation; works effectively with the team
Displays positive attitude; meets challenges and changes with an open mind, demonstrates commitment to the job
Should essentially possess analytical and problem-solving skills
Pro-active and always pay attention to detail – this is critical when it comes to huge volume of transactions to be processed
Flexible and dependable; willing to adjust work schedule as necessary to meet peak demands and customer requirements
Proficiency with HR Technology (Success Factors, Service Now, or any other learning management system knowledge is an added advantage)
Sound knowledge of WebEx Technology or any other Virtual platform knowledge (Zoom, Me two)
Proficiency in standard technology such as Out Look, IE, Windows, Excel, Word, PowerPoint, Access is necessary
Other Language proficiency to be considered based on region/centre specific requirements
Flexibility in working hours to accommodate multiple time zones as needed
This role requires to support the Americas & MENA Time Zones which will require the resource to work on rotational shifts
MENA coverage will be Sun – Thu working week
May need to work on extra hours in case of special customer requirements
Should be conversant with SuccessFactors (Learning Management System), MS Teams, Service-Now
Shift: Rotational and should be flexible with night shifts
Bachelor’s Degree in Commerce, Business Administration, Human Resources or related discipline required.
Diploma in Human Resources will be an added advantage
0 – 6 years’ work experience preferred including prior Shared Services / BPO and / or HR Operations experience
Certification / training in hosting WebEx / Zoom / MS Teams sessions will be an advantage
EY | Building a better working world
EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.
Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.
Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.