Learning Creation Service Intake & Workflow Senior Specialist

About the role

The Senior Specialist ensures control, quality, and smooth flow of Learning Creation requests across internal and BPO teams. The role focuses on service transition, integration, and later on optimizing the Learning Creation model to deliver value for clients and the business.

Key responsibilities

• Manage intake of Learning Creation requests, ensuring completeness, accuracy, and standardization.
• Oversee workflow progression, route requests to appropriate delivery teams, and monitor timelines.
• Act as primary escalation point for day‑to‑day client and BPO issues, tracking and resolving operational problems.
• Identify inefficiencies, drive process standardisation, and maintain up‑to‑date documentation.

Required profile

• Strong operational execution and workflow‑management capability.
• Experience with case‑management or workflow systems such as ServiceNow.
• Attention to detail, process discipline and ability to manage multiple stakeholders.
• Background in shared services or service‑delivery environments, preferably in Learning Creation.

Required skills

• ServiceNow
• Business Process Creation
• Documentation Preparation
• Document Management
• eLearning Solutions
• HR Automation
• Human Resource Information Systems (HRIS)
• Human Resources Analytics
• Learning and Development (L&D)
• Payroll Operations
• Process Improvements
• Process Standardization
• Quality Control Management
• Service Delivery Models
• Workflow Optimization
• Vendor Management