The role
The Global HR Service Delivery Specialist – Academy Operations is responsible for supporting the effective delivery, administration and continuous improvement of global learning and Academy services. This role ensures that learning programmes, Academy processes, learner experiences and operational activities are delivered consistently, efficiently and to a high standard across regions.
The role acts as a key operational partner for HR, Learning & Development, Talent, business stakeholders and external providers, helping to coordinate Academy activities, manage learning systems and data, resolve queries, and support the delivery of global capability-building initiatives.
This position is ideal for someone with strong HR operations, learning administration or service delivery experience, excellent attention to detail, and a passion for creating a seamless employee learning experience.
Who you will work with
You will work closely with:
- Global HR Service Delivery teams to ensure Academy services are delivered consistently and in line with agreed service levels.
- Learning & Development, Talent and Academy teams to support the planning, coordination and execution of learning programmes.
- HR Business Partners and regional HR teams to understand local requirements and support global learning initiatives.
- Employees, managers and learners across multiple geographies, providing guidance and support throughout the learning journey.
- External training providers, facilitators and vendors to coordinate programme logistics and resolve delivery issues.
- HR Technology, People Analytics and LMS support teams to maintain accurate learning data, reporting and system functionality.
- Finance, Procurement and Legal teams, where required, to support purchase orders, vendor onboarding, contracts and invoice processing.
What you will be responsible for
You will be responsible for supporting the end-to-end operational delivery of Academy programmes and learning services, ensuring that learners and stakeholders receive timely, accurate and professional support. Key areas of responsibility include:
- Coordinating global Academy programmes, learning events and training sessions.
- Managing learning administration processes through the Learning Management System or other HR platforms like Workday, Salesforce, Qualtrics, Degreed, CE Manager, Camtasia, Rise 360, Articulate. EDI, Adobe Sign, Insights Discovery, Hogan, Clifton Strengths, Advantexe, Jaws, etc..
- Providing an excellent level of customer service to global colleagues via email. Using your knowledge of our training programmes and learning portal to advise colleagues on training and development opportunities.
- Providing first-line support for Academy-related queries, requests and escalations.
- Maintaining accurate learner records, attendance data, completion tracking and reporting.
- Supporting programme communications, learner enrolment, calendar management and logistics.
- Monitoring service delivery performance against agreed standards and identifying opportunities for improvement.
- Supporting the standardisation of Academy processes, templates, documentation and knowledge materials.
- Partnering with stakeholders to ensure Academy operations are aligned with business needs and global HR priorities.
- Supporting vendor coordination, invoice processing and budget tracking where applicable.
- Ensuring learning operations comply with internal policies, data privacy requirements and governance standards.
- Be at the forefront of designing and implementing new operational processes, to maximise efficiency by focusing on automation and integration with the Academy portal ensuring the optimal user experience.
- Supporting delivery on global service level agreements and ensuring we provide the highest level of client service adhering to the required quality guidelines.
- Ongoing involvement in Continuous Improvement projects to ensure that the Academy operates as effectively and cost efficiently as possible.
What you will do
Provide strong operational support to the Academy team members and local HR teams supporting them while maintaining excellent learner experience. You will manage regular operational tasks/processes, such as
- Coordinate the scheduling, set-up and delivery of virtual, in-person and hybrid learning programmes.
- Manage learner nominations, registrations, waitlists, attendance, cancellations and completion records.
- Create and maintain course pages, curricula, learning paths and programme content within the LMS or relevant learning platforms.
- Respond to learner, manager and stakeholder queries, providing accurate guidance and timely resolution.
- Prepare and distribute programme communications, joining instructions, surveys and post-programme follow-ups.
- Support facilitators and vendors with logistics, materials, participant lists and session requirements.
- Track programme participation, completion rates, feedback results and operational metrics.
- Produce regular reports and dashboards to support decision-making and continuous improvement.
- Identify recurring issues, process gaps and learner pain points, recommending practical improvements.
- Maintain standard operating procedures, knowledge articles and process documentation.
- Support testing and implementation of system enhancements, new Academy tools or process changes.
- Assist with purchase orders, invoice tracking, vendor documentation and budget administration.
- Ensure all Academy activities are delivered in line with agreed timelines, service levels and quality standards.
- Collaborate with regional teams to support local delivery requirements while maintaining global consistency.
- Contribute to broader HR service delivery initiatives, transformation projects and continuous improvement activities.
- Confidently handle communication within the team and with stakeholders.
- Working with minimum supervision and are a self-starter. Your strong organisational skills (being able to juggle tasks and deliver to deadlines) and a passion for strong candidate experience will be essential in this role.
- Proactively improve our service levels and then put these practical solutions in place. 'Thinking on your feet' is essential for this role.
- Communicate easily, have an eye for detail, be quality-driven and thorough in your approach. Service minded, yet having a questioning attitude, you are responsive, able to prioritize, with the ability to work well as part of a team and individually with sensitivity and discretion.
- Obtain the correct level of authorization for work being carried out and escalate complex queries and requests as appropriate.
Your experience
- Experience in program management and organization psychology.
- Comfortable using different technological tools to support L&D operations.
- Any Graduate/Post-Graduate with a minimum of 5 years of experience, working with a multinational organization supporting global L&D operations.
- Course administration background is mandatory. Your experience will ideally be in a professional services environment; knowledge of multi-geography operations and coordination will be beneficial.
- You will have a good knowledge of Workday, MS Office and hands-on experience in many or most of the tools used by Clifford Chance (Workday, Salesforce, Qualtrics, Degreed, CE Manager, Camtasia, Rise 360, Articulate. EDI, Adobe Sign, Insights Discovery, Hogan, Clifton Strengths, Advantexe, Jaws, etc..) would be highly preferred.
- You are a keen learner and love exploring new technological platforms and using AI for continuous improvement.
- Proficient in the use of WebEx, Zoom, MS Teams, Adobe Connect as potential virtual platforms that will be used by external trainers/ internally.
- You will be liaising with internal stakeholders and external contacts at all levels so you will have outstanding communication skills (both written and verbal) and be able to establish good relationships quickly.
- Your interpersonal skills and presentation are important because you will often find yourself acting as the face of Academy operations telephonically / in-person.
- You will be able to demonstrate a strong interest and aptitude for professional learning and development.
- You will be capable of working with minimum supervision. Your strong organisational skills (being able to juggle tasks and deliver to deadlines) will be essential in this role. You will be proactive in thinking about how we can improve our service levels and then put these practical solutions in place.
- An excellent communicator, you should have an eye for detail, be quality-driven and thorough in your approach.
- Service minded, yet having a questioning attitude, you are responsive, able to prioritise, with the ability to work well as part of a team and individually with sensitivity and discretion.
How we will support you
From your first day with us, you will have varied opportunities to continuously grow and development your skills and knowledge. From formal training, informal coaching and mentoring through to skills-based and technical training and on the job learning.
Equal opportunities
At Clifford Chance, we forge an inclusive culture, where diverse perspectives are recognised and valued. It’s a culture where everyone has equal access to opportunities to thrive and succeed. We are guided by our values-based Code, which sets high standards of conduct and has a principle focused on being inclusive.
We comply with the law and regulations in every location where we operate and we are committed to delivering fair and equal access to all applicants and employees irrespective of background. This applies across all aspects of employment from recruitment and selection to development, progression, and day-to-day working life.
Our global network of affinity, faith and support groups are open to all. These communities help to create an environment where everyone at the firm can feel they belong and can reach their full potential.
Find out more about our inclusive culture here