Sr. HR Learning & Operations Specialist

What part will you play? If you’re looking for a place where you can make a meaningful difference, you’ve found it.

The work we do at Markel gives people the confidence to move forward and seize opportunities, and you’ll find your fit amongst our global community of optimists and problem-solvers. We’re always pushing each other to go further because we believe that when we realize our potential, we can help others reach theirs. Join us and play your part in something special! This is a cross-functional position within the HR Services Delivery team; the primary focus of this position is to support the delivery of Talent Development and broader learning services across Markel by operationalizing programs and leveraging existing and emerging technologies across all HR systems- including Core HR System, Learning Management, and AI-enabled platforms. The HR Learning & Operations Specialist plays an important role in ensuring that learning setups are consistent, accessible, and well-supported. This position works closely with the central Talent Development team to coordinate program logistics, manage schedules and attendance, setup course content and offerings, analyze engagement and feedback, and collaborate on communications to elevate the employee learning experience. The Learning & Operations Specialist also works in partnership with other HR Service Delivery team members to support compliance related and business-led learning initiatives by ensuring proper system setup, optimal enrollment management, adequate and timely reporting, and instructor enablement. This position will perform other HR Service Delivery and user support tasks as needed.

Responsibilities

• Partner with Talent Development partners and represent HR Technology in the Policy, Training, and Facilitation group to capture the annual schedules across manager curriculum, leadership programs, Skills for Excellence, and required trainings.

• Administratively support all Learning Management System content by generating rosters, updating attendance post-session, providing user support, and update offering details as needed. For Talent Development led programs this includes booking rooms, managing waitlists, arranging printed materials, coordinate with local contacts, and serve as the producer for Teams learning sessions by creating breakout rooms and providing technical support.

• Monitor course enrollments for central Talent Development led programs and provide timely updates to Talent Development Partners per the schedule set for each course. Monitor and validate enrollments for The Institutes related courses.

• Engage with all Learning Management system customers throughout the content intake process to fulfill learning requests and support attendance management needs.

• Collaborate with the Talent Development partners to update schedules, content, links, and resources on the SharePoint intranet (i.e. LearningHub).

• Collaborate with Talent Development partners to create, send, analyze responses, create executive summaries and more detailed analysis. Partner with the HR Technology & Operations Manager to produce annual LMS engagement reporting and Compliance completions.

• Monitor the primary learning mailbox and Service portal queue. Respond to all US/Bermuda learning queries including tuition reimbursement. Provide technical support and troubleshooting to all enterprise LMS users.

• Provide exceptional customer experience throughout the LMS workflow, including in-take, course/curriculum management, roster and reporting updates. Identify opportunities to extend LMS access based on customer's training needs, role, and responsibilities. Coordinate attendance management activities including Instructor/Assessor training and attendance follow up. Advise system setups that address customer needs and assess SLA delivery against setup requirements. Maintain and improve in-take process to be intuitive, thorough, and easy to use.

• Cross-coordination of ServiceNow and HR technology system tasks, ticket management, incident triage. Provide high quality customer service to ensure needs are met across routine HR system incidents and requests. Escalate to functional and technical staff for resolutions, as needed. Support the maintenance of the tickets handling map and resources for users.

Education

• Bachelor degree in HR, Organizational Development, Educational/Instructional Design, or related fields

Work Experience

• Minimum 2yrs of customer service or user support experience

• Minimum 1-2yrs of HR systems or LMS administration

Skill Set

• Proven ability to visualize, maintain, and support an enterprise learning