Designed and maintained procedures and operational processes within the Learning and Development services unit, ensuring efficiency and effectiveness;Established new standards of Learning and Development Services, setting benchmarks for excellence and innovation in employee development;Monitored and measured the efficiency and quality of learning and development services, tracking capacity employer feedback with a focus on continuous improvement;Defined the strategy for learning and development for site HR and HR Strategic Partners, aligning initiatives with organisational goals and objectives;Improved operations through consistent hard work and dedication, implementing best practices and driving operational excellence;Offers friendly and efficient service to employees, effectively handling challenging situations with ease.I worked with employees to understand their needs and provide excellent service;Collaborated with team members to achieve target results, fostering a culture of teamwork and collaboration.Developed and maintained courteous and effective working relationships within the team and across departments;Used coordination and planning skills to achieve results according to schedule, ensuring timely delivery of projects and initiatives;Responsible for managing, developing, and coaching the global learning and development team, providing guidance and support to enhance performance and growth;Designed, developed, and delivered impactful learning experiences, including leadership development and organisational development initiatives, to support employee growth and development;Talent Management Support:Supported the development of all people skills, including career development activities, to support talent management initiatives and employee retention;Provided consultancy and diagnosis of training needs within any part of the business, acting as a development expert, and delivering specific pieces of work globally.

Continuous Learning Culture:Promoted a culture of continuous learning within the organization, emphasizing the importance of ongoing development and skill enhancement.Compliance Expertise:Served as the reference point for Compliance Lisbon HUB on HR-related expertise, providing guidance and support on compliance matters.Demonstrated experience in a key internal control, matrix environment, working in a shared services environment, and taking care of SLAs.Team Leadership:Managed a team of six L&D members, providing coaching and inspiration to help them exceed their potential and deliver exceptional results.Resolved issues escalated by team members and relevant stakeholders, ensuring smooth operation and stakeholder satisfaction.Reporting and KPI Management:Provided detailed reporting and key performance indicators (KPIs) on Lisbon HR L&D activities to both Lisbon HUB and onshore stakeholders, ensuring quality service levels.Created and maintained spreadsheets using Microsoft Excel for daily, weekly, and monthly reporting.Training Logistics:Supervised the logistics of training sessions worldwide, ensuring all aspects were handled efficiently and effectively.Compliance Dashboard Contribution:Contributed to the Compliance HR dashboard following onshore guidelines, particularly in ensuring mandatory training compliance.Training Road Map Implementation:Ensured the appropriate implementation of the training road map, including e-learning and face-to-face (F2F) seminars, in alignment with organisational goals.Collaboration with Project Managers:Worked closely with project managers from Paris and the Head of Compliance HUB to ensure alignment with global activity and retro planning.Customer Service and Improvement:Offered friendly and efficient service to customers, effectively handling challenging situations.Participated in continuous improvement initiatives by generating suggestions and engaging in problem-solving activities to support teamwork.

Performance Improvement Solutions:Analyzed, designed, developed, delivered, and evaluated learning and performance improvement solutions to close performance gaps.Partnered with various departments to design and deliver learning solutions, contributing to the implementation of the Learning & Development (L&D) framework.Training Needs Analysis:Conducted comprehensive training needs analysis to develop new training programs or modify existing ones, including Individual Development Plans (IDPs), in both e-learning and face-to-face formats.Consultative Services:Provided consultative services to identify, design, and develop tailor-made solutions and innovative initiatives to meet business goals and objectives.Data Analysis and Reporting (KPI's):Determined necessary data to report on L&D performance and developed, tested, and evaluated procedures and methodologies to ensure effectiveness.Learning Management System (LMS) Administration and LMS Maintenance:Demonstrated expertise in LMS (SuccessFactors) to schedule, organize, and assign learning activities to various audiences, producing detailed reports on learning activities. Managed all training activities for specific learner groups, ensuring compliance with policies and procedures.Train the Trainer:Conducted Train the Trainer sessions to prepare new facilitators and trainers, ensuring alignment and consistency in training delivery.Content Review and Revision:Ensured learning content was reviewed and revised by subject matter experts at least annually to maintain relevance and accuracy.Cost Management:Effectively managed training costs, ensuring budget adherence and cost-efficiency in training initiatives.Support for Internal Training Activities:Supported internal training activities using the Learning Management System, providing technical and administrative assistance as needed.

Customer Service:Ensure the delivery of high-quality customer service in line with company standards.Handle escalated customer inquiries and complaints efficiently and professionally.Claims Management:Oversee the claims process to ensure timely and accurate handling of claims.Review and approve complex claims, ensuring compliance with company policies and industry regulations.Analyze claims data to identify trends and areas for improvement.Reporting and Analysis:Prepare regular reports on team performance, customer satisfaction, and claims processing.Utilize data to make informed decisions and recommend process improvements.Operational Excellence:Collaborate with other departments to streamline processes and enhance service delivery.Lead, mentor, and manage a team of Claims Policy representatives.Foster a positive and collaborative team environment.

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