Deloitte
Manager, Learning and Talent Support Services, HR Services
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Are you an experienced people leader who is passionate about enabling others to learn, develop and perform at their best? This is an opportunity to play a key role in supporting learning across the business, leading a team that helps our people access the right learning support at the right time.
Our people are our most important asset. As learning continues to evolve through blended, digital and agile solutions, we are focused on delivering high-quality services that create a positive experience for our people and help them achieve their full potential.
Our Learning and Talent Support Services team provides a range of services to the business, including Learning Faculty Management, Learning Administration, Content Management and Talent Support. As a Manager within Learning and Talent Support Services (LTSS), you will help lead the delivery of these services, working with colleagues and stakeholders across multiple locations to maintain strong operational performance, support continuous improvement and respond to the changing needs of the business.
We are looking for someone who can provide clear direction, coach and support others, and build trusted relationships with stakeholders. You will be comfortable making decisions, using your judgement to manage priorities, and challenging constructively where needed. You will bring curiosity, initiative and a strong understanding of how to work within policy and process while identifying opportunities to improve the way services are delivered.
Connect to your career at Deloitte
Deloitte drives progress. Using our vast range of expertise, we help our clients' become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more.
What brings us all together at Deloitte? It’s how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we lead the way, serve with integrity, take care of each other, foster inclusion, and collaborate for measurable impact. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most.
Connect to your opportunity
As a key member of the Learning & Talent Support Services Leadership team you will manage and deliver support activities for firmwide learning and development activities in accordance with the firm’s vision. You will also contribute to the strategic direction and development of the LTSS team. The position will require an organised yet innovated approach to learning support. There is opportunity to further develop customer service, stakeholder management and vendor relationships together with demonstrating your excellent communication skills.
Collaboration is central to everything we do at Deloitte. Bringing your individual skills and experience, and sharing your specialist knowledge, is how you’ll make a far-reaching impact. Come join us.
You will:
- Lead, coach and develop a high-performing team, taking accountability for performance management, regular one-to-ones, feedback, absence management and return-to-work processes, while creating an inclusive and supportive team environment.
- Set clear expectations and work with the team to deliver a consistently high-quality service experience for stakeholders across the business.
- Manage projects and build effective relationships across the HR function, including Central Learning, Specialist Learning teams and EBS colleagues onshore and offshore, to support the successful delivery of Learning and Talent Support Services.
- Monitor service responsiveness, performance targets and operational demand, ensuring resources are planned, prioritised and used effectively to meet business requirements.
- Identify, shape and implement service improvements that enhance quality, efficiency and the overall stakeholder experience.
- Lead and support teams through transformational activities, helping colleagues adapt to change while maintaining engagement, service quality and operational continuity.
- Champion the use of RPA and automation optimisation, encouraging a customer-centric mindset and helping the team adopt smarter, more efficient ways of working.
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Connect to your skills and professional experience
You’re confident leading through others. You know how to set direction, support and develop your team, and create an environment where people can perform at their best. You will use sound judgement to balance priorities, build trusted relationships with stakeholders and deliver high-quality outcomes without compromising standards, integrity or culture.
Essentials:
You will bring:
- A leadership style that encourages coaching, mentoring and collaboration, with the confidence to listen to different perspectives, make informed decisions and take ownership of team outcomes.
- Strong communication and relationship-building skills, with the ability to work effectively with customers, stakeholders, vendors and colleagues across different teams and locations.
- A flexible and agile approach, with the ability to manage personal and team priorities, balance operational demands and work with stakeholders where requirements are complex or change regularly.
- Experience of promoting effective working across diverse and geographically dispersed teams, including creating an inclusive culture where people feel recognised for their contributions.
- People management experience, including supporting team performance, development, engagement and day-to-day delivery.
- Experience of leading teams across locations to deliver excellent customer service, maintain service standards and respond effectively to escalations through to resolution.
- A continuous improvement mindset, with experience of identifying opportunities, shaping practical solutions and progressing ideas through to implementation.
- Experience of working in a process-driven environment, ideally within learning, HR services or a related operational support function.
- The ability to use data and insight to understand performance, see the bigger picture, solve problems and remove barriers to effective delivery.
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Desirables:
You ideally will have:
- A good understanding of learning-related processes, with the confidence to challenge requests constructively where needed and ensure activity remains aligned to agreed policy, process and service standards.
- A high level of integrity and professionalism, with the judgement to identify when issues require escalation and the ability to work collaboratively to resolve them effectively.
- Confidence using a range of technologies and systems, such as ServiceNow, SABA and Teams, to support reporting, data quality, system updates and cleansing activities.
- Experience acting as a subject matter expert for a set of processes, with strong attention to detail and the ability to produce clear, accurate and high-quality written work.
- Strong business and commercial awareness, including the ability to interpret metrics and insight, understand financial management data and work with procurement processes, SLAs and vendors.
- The ability to manage conflicting priorities, plan work effectively and maintain momentum across multiple activities.
- The ability to work to tight deadlines while maintaining accuracy, quality and appropriate risk control.
Connect to your business - Enabling Functions
Collaboration is central to everything we do at Deloitte. From IT to HR, marketing and more, our teams help to support the wider business in everything they do. Bringing your individual skills and specialist knowledge, you can make a far-reaching impact. Come join us.
Central business services
We deliver world-class business support services for our people, our clients and our firm. From HR services, technology and digital support and pensions to facilities management, and more - together we are a true enabler for better business.
Personal independence
Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints (e.g., in relation to any financial interests and employment relationships). This can mean that you and your "Immediate Family Members" are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm, and also prohibitions on certain employment relationships (e.g., you are not permitted to hold a secondary employment role with SEC audit clients of the firm whilst being employed by the firm). The recruitment team will provide further detail as you progress through the recruitment process or you can contact the Independence team upon request.
Connect with your colleagues
“It’s a close-Knit team who support each other throughout busy periods and are always on hand, no question is too big.” – Deloitte employee
“Our team thrives on the support provided from the whole team, management, stakeholders and the wider services.” – Deloitte employee
For a full job description, please visit our online Deloitte Careers portal.
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