Learning Creation– Service Intake & Workflow Senior Specialist

Job Description

Ensures effective intake, validation, and routing of Learning Creation requests, enabling standardized, efficient, and scalable workflow execution across internal and BPO teams.

Immediate emphasis on service transition, integration and stabilization, evolving into a greater focus of optimization of the Learning Creation model, finding ways to standardize, simplify, centralize, and streamline our service delivery model to deliver value for our clients and the business.

The Service Intake & Workflow Senior Specialist, Learning Creation is responsible for:

- Managing service intake processes for Learning Creation requests

- Ensuring completeness, quality, and standardization of incoming requests

- Overseeing workflow progression once requests are in flight

- Driving effective routing to appropriate internal or BPO delivery teams

- Acting as escalation point for day-to-day client and BPO issues

- Leading issue tracking, resolution, and continuous improvement of workflows

- Maintaining process documentation and ensure adherence to standards.

Service Intake Management & Quality Assurance

·        Manage intake of Learning Creation requests across all channels.

·        Ensure completeness, accuracy, and standardization of requests.

·        Validate inputs against defined requirements and templates.

·        Reduce rework by driving high-quality “right-first-time” submissions.

Workflow Management & Routing

·        Oversee workflow progression for requests once initiated.

·        Ensure effective routing to appropriate internal or BPO delivery teams.

·        Monitor workflow timelines and adherence to process standards.

·        Maintain visibility of requests across lifecycle stages.

Issue Tracking & Resolution

·        Act as primary escalation point for workflow and routing issues.

·        Track, manage, and resolve day-to-day operational issues.

·        Coordinate with stakeholders and suppliers to unblock delivery.

·        Maintain issue logs and ensure resolution accountability.

Process Optimization & Standardization

·        Identify inefficiencies in intake and workflow processes.

·        Drive standardization and continuous improvement initiatives.

·        Update process documentation and ensure adherence to standards.

·        Partner with Service Experience to improve workflow tools and design.

·        Strong operational execution and workflow management capability

·        Experience working with case management/workflow systems (e.g., ServiceNow)

·        Attention to detail and process discipline

·        Ability to manage multiple stakeholders and priorities

·        Experience in shared services or service delivery environments.

Prior experience with managed services in Learning Creation, process assurance and management and enablement of partner success.

Demonstrated knowledge and understanding of the service delivery function.

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