The L&D Operations Manager owns the global Learning & Development (L&D) service delivery within KPMG’s HR Shared Services—running L&D operations (e.g., onboarding, executing learning journeys, milestone programs, compliance training, and enterprise learning platforms). The role ensures consistent processes, data integrity, and employee experience across delivery centers and regions.
- Global L&D Service Delivery & Governance
- Own the global L&D service catalog (onboarding, compliance, milestone, leadership, microlearning)
- Establish and govern SOPs, SLAs, OLAs and RACI for consistent global delivery
- Ensure regional compliance while maintaining global standards
- Operations & Program Management
- Own end-to-end L&D operations: demand forecasting, capacity planning, scheduling, enrollments, certifications
- Manage delivery of global programs (leadership academies, milestone learning, mandatory training) including logistics, facilitator coordination, and learner communications with zero disruption and on-time execution
- Drive SLA adherence, backlog control and issue resolution
- Technology, Data & Reporting
- Manage enterprise learning platforms (LMS/LXP, virtual classrooms, content libraries) and ensure accurate session setup and tracking.
- Collaborate with technology teams and vendors for integrations, upgrades, and issue resolution.
- Develop dashboards and reports on utilization, completions & compliance
- Stakeholder, Vendor & Financial Management
- Act as the primary operations partner for HR, business and program owners
Govern vendor performance, contracts and delivery SLAs - Support budgeting, forecasting, and spend tracking; provide insights on cost efficiency and ROI.
- People Leadership & Continuous Improvement
- Lead global operations teams with clear productivity and quality targets
- Drive automation, self-service and process simplification through knowledge articles, chatbots, and guided workflows.
- Continuously improve learner experience using data and feedback
- Minimum 10 years of experience
- Proven experience in L&D Operations in a global or shared services environment
- Advanced proficiency in enterprise LMS/LXP platforms (e.g., Workday Learning, SuccessFactors, Cornerstone) and reporting tools (Excel, Power BI)
- Exceptional written and verbal communication skills, with ability to influence and collaborate across cultures
- Strong organizational, time management, and multitasking abilities.
- High level of integrity, confidentiality, and discretion in handling sensitive information.
- Attention to detail and a commitment to accuracy in all tasks and reports.
- Ability to work independently and as part of a team in a fast-paced environment.
- Bachelor’ s in Business, HR, Learning, Psychology, or related field
- Preferred: Master’s degree (MBA) in HR
