Job Description:

- Shift US UK shift as required by account
- Location Bangalore
- Work Exp 6 Years
- The Lead Senior Learning Administrator leads learning administration operations across LMS administration session logistics learner support reporting quality and SLA performance
- The role owns workload planning team allocation transition support process documentation escalation management stakeholder communication performance tracking audit readiness MBR QBR inputs and continuous improvement
- The role provides operational guidance mentoring and cross skilling support to the learning administration team
- Level intent Responsible for team performance SLA governance escalations transition support quality controls and stakeholder management

Key Responsibilities:

- Own day to day learning administration operations across LMS setup learning events learner support reporting and helpdesk queues
- Oversee course upload SCORM testing course retirement version management session creation learner registration attendance recordings and completion tracking performed by the team
- Plan calendars and bulk session creation based on forecasted demand and account specific requirements
- Manage calendar planning activities
- Support pre session and post session operations
- Govern learning support ticket queues aging and resolution quality
- Support reporting and analytics services
- Provide operational oversight for domain administration services
- Ensure adherence to controls quality standards and service expectations




- Support resolution of escalations and operational exceptions impacting domain administration services
- Own operational governance and coordination with the client s learning vendors including training providers facilitation partners and content suppliers
- Monitor vendor performance against SLAs quality standards delivery commitments and operational KPIs
- Own operational governance and coordination with the client s learning vendors including training providers facilitation partners and content suppliers
- Monitor vendor performance against SLAs quality standards delivery commitments and operational KPIs
- Monitor team performance against agreed SLAs quality expectations and operational targets
- Review queue health aging backlog productivity quality and turnaround indicators

Technical Requirements:

- Bachelor s degree in any discipline
- 6 7 years of relevant experience in learning operations LMS administration service delivery SLA performance management team coordination transition support quality management escalation handling stakeholder management and operational reporting
- Experience in service delivery governance operational reporting calendar planning vendor coordination stakeholder management transition support continuous improvement and learning operations preferred
- Solid analytical and problem solving skills with ability to identify operational risks service gaps and improvement opportunities
- Lead the team with clear prioritization coaching and operational discipline

Preferred Skills:

Process->Enterprise Package processes->Learning Management System (LMS) Implementation process

📌 Senior Process Lead (India)
🏢 Infosys BPM
📍 India