Full UK driving license and UK passport
Senior Training Consultant
Zellis
04.1997 - 10.2023
- Subject matter expert on delivering training on ResourceLink /MyView/ Reporting/Leave Management WFM / Time. Including project management, implementation, and system migration. Managing new releases of the software application, finalising data migration, configuration, and training to meet even the most complex requirements to customers.
Training / e-Learning Delivery
• Assessing client requirements and designing customised training programs to address their specific needs.
• Developing and delivery training programs for internal teams to enhance their skills and product knowledges.
• Working closely with product and technical teams to identify training needs, plan training programs and managing their execution.
• Preparing and maintaining all necessary training materials, including video-based training and quick reference guides, to support effective learning.
• Conduct training sessions, both in person classroom based and online via MS Teams, to small groups ensuring a high level of engagement and knowledge transfer.
• Delivering our in-house ResourceLink training from novice to advanced levels, encompassing all service modules from Payroll and HR administration to super users and system administrators.
• Working at on/offshore customer sites across UK, Ireland and EMEA.
• Delivering training courses either classroom based, virtual (remote) or on a one-to-one basis.
• Delivering payroll process training to the end user ensuring they are competent in their roles to undertake tasks in accordance with the defined software application and work standards.
• Developing and delivering process and systems training in relation to new functionality and new technology relating to operations.
• Creating and publishing online training courses and assessments which clearly measure the success of the training objectives.
• Ensuring that best practice and courses from the global operations team are applied to the UK & ROI market.
• Working as part of the project teams for new business implementations to ensure our internal employees are knowledgeable and able to deliver the required levels of customer service.
• Delivering training to support implementation of new technology into the operational centres.
• Ensuring the internal employee operating in the UK Mid-Market Service Delivery teams have the required levels of skills and competence to deliver consistently compliant and accurate services to customers.
• Confirming that the use of ResourceLink is fully optimized, mitigating manual processes, and driving improvements in productivity.
• Forecasting future training resource requirements.
• Guaranteeing alignment between the training approach and course materials with the Kochi operation centres based in India.
• Determining the most effective methods of training delivery in consideration of the business demands and available budgets. Creating bite size e-learning course to enhance the training delivered.
• Using Articulate Storyline 360 the desktop application to create bite size e-learning courses.
• Using Articulate Rise, the pre-built cloud-based editor to add/create, multi-media and mobile responsive courses.
Problem Solving
• Consulting with the customers, end users to understand their pain points and recommend work arounds and solutions.
• Actively engaging with internal customers to scope their service requirements and provide support to service provision / development across other shared service.
System Functionality / Upgrades / New Releases
• Overseeing the training database environment and use access to ensure a smooth learning experience.
• Managing an online knowledge base for user support and it update-to-date and accessible.
• Supporting all ResourceLink upgrades and legislation changes so that internal and external customers have the right levels of knowledge to do their jobs.
• Assisting with User Testing of Software releases and new functionality, including element codes, reports, grade pay scales etc., participating in the test script preparation and execution.
• Enhancing levels of customer satisfaction and a measurable reduction in escalations and service issues.
• Improving ResourceLink usage and skill levels thereby reducing the number of manual workarounds.
• Maintaining consistency of approach in system functionality and usage.
• Assessing and prioritising requests for change requirements
• Monitoring and maintaining system availability.
• Providing end user support and guidance on new functionality. Ensuring that user documentation and process maps are maintained and accurate.
• Providing reliable and firsthand support for people whenever it is required.
• Completing System background configuration and testing.
Reporting
• Tracking and reporting progress (dashboards) to key stakeholders; measurement scorecards.
• Providing evidence of improvement in operational productivity through the effective delivery of training.
• Creating, maintaining, and running reports using ResourceLink Reporting Services.
Employee Self Service
• Completing TNAs to understand the customer system/training requirements, to compile their workbooks for system build, review and help/advise on how to build their live system, making amendments specific to the professional users, registering employees, and creating a demo of the live build, attending customers sites to complete familiarisation of the live system, reviewing communication, and handout documents prior to Go Live date, answering customers queries.
• Managing meetings, facilitating workshops, delivering presentations, conducting individual and group training sessions.
• Supporting the customers in communicating and managing the changes across their organisation, supplying and customising with the customers suite of materials to support their change process.
Payroll & HR Implementation
• Collaborating with cross-functional teams to ensure training aligns with the company’s product strategy and implementation goals.
• Understanding customers new or existing processes for implementing the payroll& HR solutions.
• Liaising with the Data Migration consultants to determine the appropriate method and conversion of data files in consultation with the Technical Consultant if required to ensure the accurate mapping and standardisation of data.
• Scheduling time to work with the Data Migration team to convert and migrate the customers’ payroll data.
• Assisting in parallel running of the payroll and liaising with customers to solve queries prior to Go Live.
• Delivering to all payroll starters a defined minimum level of operational training throughout their first 6 weeks of employment.
