Job Description

At EY, you\'ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we\'re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

Job Summary:

L&D VTH is a core learning team in the Global Delivery Services organization, providing multiple learning support services including design, develop and delivery of learning solutions to EY Global teams, member firms and service lines. These solutions are delivered from our centres in India and Philippines.

The Virtual Producer Senior Associate is responsible for providing live session support for the Virtual Classrooms (VCs) conducted within EY. They are also responsible to support the admin activities as per the defined processes and procedures within the agreed service level agreements. The role is also responsible to build and maintain positive and productive relationships with other team members and customers.

Essential Functions of the Job:

The key function of this position is to produce the Virtual Classroom learning via the virtual 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.

Responsibilities:

• Produce the virtual classroom sessions and provide ECS to the stakeholders
• Always available to support the business requirements when needed
• Always ensure to provide exceptional client service to the stakeholders
• Instill trust and confidence in the global facilitators and the learning coordinators by demonstrating effective communication, collaboration, building rapport, planning and organizing the session requirements
• Become a trusted advisor to the global facilitators and regional learning coordinators
• Generate post session reports such as session attendance, polls, whiteboards, chat, mural boards etc.
• Send producer feedback survey to the facilitators and regional requesters
• 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
• Ensures new process updates are incorporated while processing transactions
• Ensure work instructions are up to date at any given point of time.
• Actively participates and completes the performance management and development plan activities
• Identifies potential areas for process improvements and makes recommendations to the Supervisor
• Ensure there are no deviations from the agreed process - raise change requests wherever required

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 large 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 Virtual platform knowledge (Teams, WebEx, Zoom, Adobe Connect etc)
• Proficiency in standard technology such as Outlook, Excel, Word, PowerPoint, Access is necessary

Other Responsibilities:

• Manage and assign the request flow of the assigned geography
• Mentor junior resources within the team to step up to the expected level by providing adequate guidance based on the wider objective of the team and constant evaluation of the performance
• Plan the resourcing in case of increase/decrease in the workflow
• Analyze the trend and make calculated assumptions to effectively manage resource allocation and to evaluate the service delivery feedback on a periodic basis

Other Requirements:

• 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 AsiaPac, EMEIA and Americas time zones which will require the resource to work on rotational shifts
• May need to work on extra hours in case of special customer requirements

Job Requirements:

Education:

• Bachelor\'s Degree in Commerce, Business Administration, Human Resources or related discipline required.
• Diploma in Human Resources will be an added advantage

Experience:

• 5+ years\' work experience preferred including prior Shared Services / BPO and / or HR Operations experience

Certification Requirements:

• Certification / training in hosting WebEx / Zoom / MS Teams sessions will be an advantage but not mandatory

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