Global Learning Lead
Full-time
QBE Group Shared Services Centre
Primary Details Time Type: Full timeWorker Type: EmployeeThe Learning COE Lead plays a critical role in enabling high impact, global learning experiences across the organization. This role is responsible for leading Learning Operations within People Services—ensuring the effective, timely, and high-quality delivery of global learning requests through strong LMS governance, disciplined ticket queue management, and seamless execution of large-scale learning programs. As the operational backbone of the global learning ecosystem, this role partners closely with Learning Enablement, Development, and regional stakeholders to translate learning strategies into scalable, compliant, and learner centric solutions. The Learning COE Lead continuously improves processes, analytics, and service delivery to ensure learning operations are efficient, reliable, and aligned to global business priorities. Key Responsibilities
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- Lead and manage a high-performing Learning Operations team, ensuring the effective triage, prioritization, and resolution of LMS and learning‑related tickets in line with agreed service level agreements (SLAs).
- Act as the subject matter expert for LMS processes, governance, and controls, providing recommendations that enhance learner experience, operational efficiency, and platform reliability.
- Own end‑to‑end operational delivery of global learning requests, ensuring consistency, quality, and compliance across regions.
- Proactively identify opportunities to simplify, redesign, and standardize learning processes to improve scalability and user experience.
- Responsible for effective management work and auditing the quality of the output of the Learning Operations team.
- Global Program & Campaign Delivery
- Lead the operational delivery of large‑scale, global, and cross‑functional learning programs and campaigns (e.g., enterprise‑wide learning festivals, leadership initiatives, and capability programs).
- Ensure program milestones, timelines, and dependencies are clearly managed, risks are mitigated, and stakeholder engagement is sustained throughout delivery.
- Partner with global Learning Leads to translate learning strategies and solutions into effective LMS enablement and execution and the recommendation of the use of other tools where necessary.
- Strategy Enablement & Continuous Improvement
- Support the development and deployment of the global learning strategy by ensuring operational readiness, system enablement, and scalable delivery models.
- Apply continuous improvement practices to elevate learner and stakeholder experience, leveraging learning analytics and operational insights to inform decision‑making.
- Establish and maintain trusted learning metrics and dashboards to track performance, demand trends, SLA attainment, and experience outcomes.
- Support the development of and maintain learning success metrics, evaluation frameworks, and enterprise measurement standards.
- Stakeholder, Vendor & Risk Management
- Build and maintain strong, trusted relationships with global learning teams, People Services partners, external vendors, and platform providers.
- Apply robust risk management and governance practices, ensuring compliance with company policies, regional legislation, audit requirements, and data privacy standards.
- Identify operational and compliance risks early, implement controls, and drive mitigation actions to protect service continuity and learner data.
- Effective Partnering with global stakeholders to arrive at the optimal solution for delivering to Global Learning Objective and Experience Design.
- Effective Communication - Designs, reviews, and improves communication processes and practices to drive clarity, consistency, and effectiveness.
- Planning, Organizing and Executing - Applies a long‑term, enterprise perspective to planning, enabling alignment and delivery across regions or at a global level.
- Business Ethics - Builds team practices, controls and ways of working that embed QBE DNA, ethical standards, risk management and compliance.
- Developing Talents - Designs and delivers talent management plans and programs aligned to business needs.
- Customer Service Orientation - Acts as a trusted advisor who shapes solutions, handles complex customer needs, and raises service standards
- Problem-Solving & Decision-Making - Leads complex problem-solving through accepted methodologies and constructs by using data, judgment, and risk awareness to deliver strong business outcomes
- Building and Sustaining a Team - Builds sustainable internal and external partnerships that enable knowledge sharing, continuous improvement, and long‑term value for the organization
- Driving Change & Innovation - Leads meaningful change initiatives by shaping solutions, securing buy‑in, and balancing innovation with risk
Vacancy posted 1 day ago
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