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Job Summary:
L&D VTH is a core learning team in the Global Delivery Services organization, providing multiple learning support services including design, develop and delivery of learning solutions to EY Global teams, member firms and service lines. These solutions are delivered from our centres in India and Philippines.


The Virtual Producer Associate is responsible for providing live session support for the Virtual Classrooms (VCs) conducted within EY. They are also responsible to support the admin activities as per the defined processes and procedures within the agreed service level agreements. The role is also responsible to build and maintain positive and productive relationships with other team members and customers.


Essential Functions of the Job:
The key function of this position is to produce the Virtual Classroom learning via the virtual platform and attend to functional inquiries/requests/transactions as assigned (including inquiries or requests via telephone or email) in accordance with established policies and procedures.


Responsibilities:

• Produce the virtual classroom sessions using Microsoft Teams virtual platform
• Always ensure to provide exceptional client service to the stakeholders
• Instill trust and confidence in the global facilitators and the learning coordinators by demonstrating effective communication, collaboration, building rapport, planning and organizing the session requirements
• Become a trusted advisor to the global facilitators and regional learning coordinators
• Generate post session reports such as session attendance, polls, whiteboards, chat, mural boards etc.
• Send producer feedback survey to the facilitators and regional requesters
• Liaise between the learner and the talent team
• Establish clear understanding of the EY Learning process flow and related activities
• Strictly follow the Learning Admin process map, procedures and Work instructions to execute the assigned requests appropriately
• Strict adherence to the defined Service Level Agreements (SLAs)
• Ensure quality compliance as per the defined standard Global process model
• Follows through on commitments and takes responsibility for results; effectively prioritizes assignments; identifies and reports barriers and issues to Supervisor
• Assists with GDS initiatives and other projects as assigned
• Ensures GDS organizational policies and processes are followed

Knowledge and Skills Requirements:
Strong communication skills to cater to a global audience, interpersonal skills and customer orientation; works effectively with others

• Good interpersonal skills and customer orientation; works effectively with the team
• Displays positive attitude; meets challenges and changes with an open mind, demonstrates commitment to the job
• Should essentially possess analytical and problem-solving skills
• Pro-active and always pay attention to detail – this is critical when it comes to large volume of transactions to be processed
• Flexible and dependable; willing to adjust work schedule as necessary to meet peak demands and customer requirements
• Proficiency with HR Technology (Success Factors, Service Now, or any other learning management system knowledge is an added advantage)
• Sound knowledge of virtual learning technology or any other Virtual platform knowledge (MS Teams, Zoom, Web Ex, Adobe Connect)
• Proficiency in standard technology such as Outlook, Excel, Word, Power Point, Access is necessary

Other Responsibilities:

• None

Other Requirements:

• Other Language proficiency to be considered based on region/centre specific requirements
• Flexibility in working hours to accommodate multiple time zones as needed
• This role requires to support the Asia Pac, EMEIA and Americas time zones which will require the resource to work on rotational shifts
• May need to work on extra hours in case of special customer requirements

Job Requirements:
Education:

• Bachelor’s Degree in Commerce, Business Administration, Human Resources or related discipline required.
• Diploma in Human Resources will be an added advantage

Experience:

• 0 - 4 years’ work experience preferred including prior Shared Services / BPO and / or HR Operations experience

Certification Requirements:

• Certification / training in hosting MS Teams / Zoom / Webex sessions will be an advantage but not mandatory

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