Senior Workforce Manager

About LRN

LRN works to propel organizations forward with the partnership, knowledge, and tools to build ethical culture. More than 2,500 companies worldwide (including some of the world s most recognizable brands) utilize LRN services and leverage LRN e-learning courses to help navigate complex regulatory environments and foster ethical, responsible, and inclusive cultures. In partnership with LRN, companies translate their values into concrete corporate practices, training materials, and leadership behaviours that create a sustainable competitive advantage. By acting upon shared values, companies and their people find the means to out behave and outperform.

About the role

The Senior Workforce Manager is responsible for maximizing productivity across the LRN Delivery and Library organization by managing and optimizing both workforce planning and day-to-day deployment of resources. Using a change management framework (preferably John Kotter s 8 Steps), the Resource Manager, in partnership with People and Culture team, will design, roll out and then manage a resource/staffing model that leverages internal reporting and time tracking systems.

The Resource Manager also plays a central role across the Delivery organization to ensure that client project teams are delivering best-in-class e-learning solutions to clients on time and within budget by monitoring the sales pipeline and optimizing the workforce planning accordingly. This includes working with People and Culture to ensure that freelancer and contractor resource pools are appropriately stocked to support peak work periods and ad hoc requirements throughout the year.

With in-depth knowledge of our growth and renewal pipeline and weekly tracking of our existing client projects the Resource Manager will anticipate resource allocation and staffing needs, and also react to spikes and dips in capacity, redeploying resources where it makes sense to do so, and ensuring that productivity is maximised across the various LRN Delivery and Library teams.

Design and Implement:

UNDERSTAND CURRENT STATE

• Gain a deep understanding of KSAs (Knowledge, Skills and Ability) for resources across all job families (including Project Management, Instructional Design, Creative Design, Quality Assurance, Onboarding, Admin Services, Support and Professional Services).

• Understand how our Outside Resource (OR) hiring process, pool management, and staffing/workforce management (OR Form) works.

• Develop an understanding of how the Full-Time Employee (FTE) and external resource dynamic functions.

• Gain solid knowledge of the Sales Pipeline process (included attendance at the LRN Deal Desk).

• Gain a thorough understanding of client requirements, margin goals, and project challenges.

• Effective stakeholder relationship management to understand skill sets and client knowledge in the design phase of the new resource management function.

DESIGN FUTURE STATE

• Develop a staffing model that integrates both Full-Time Employees (FTE) and external resources, utilizing the data gathered and reported by Delivery Operations.

• Communicating staffing requirements and needs to Vendor Management and Talent Acquisition.

• Leverage Mavenlink, existing reports, FTE and OR KSAs, Sales, and Client knowledge to build a staffing process to effectively assign resources to ensure optimal capacity while balancing the career development aspirations of the resources.

BUILD TRANSITION PLAN AND IMPLEMENT

• Apply change management skills to roll-out the new resourcing process seamlessly to ensure buy-in from all stakeholders.

Resource Management:

CAPACITY PLANNING

• Maintains current and accurate knowledge of the sales pipeline through attendance at sales pacing meetings and close interaction with the Revenue Ops team.

• Helps to improve the quality of sales pipeline validation.

• Translates sales pipeline into project types to build associated resource profiles.

• Helps sales reps set client expectations and ensure team requirements are within scope.

• Collaborates with Delivery Operations to understand individual and team capabilities, guiding the allocation of work and the assignment of Full-Time Employees (FTE) and external resources for incoming contracts and projects.

• Provide and maintain a capacity planning and resource tracking service.

CAPACITY MANAGEMENT

• Escalates where resources are not fully utilized and works with stakeholders to find solutions.

• Tracks both internal and external resource bookings to ensure all resources are fully utilized for 100% of their available hours.

• Prioritise projects that require immediate start and fast closure, while stretching SLAs (where possible) to create additional capacity.

• Works with Project Managers to manage slippage and scope creep with a resourcing implication.

• Works with functions to establish policies and practices on resourcing (e.g., flex capacity through cross training, contracting, etc.) to manage variations in demand.

REPORTING

• Responsible for preparation of weekly and monthly dashboards to keep track of demand fulfilment, resourcing activities, non-billable resources and outside resource requests.

• Partner with Delivery Ops for Mavenlink, reporting, etc for design phase and on-going.

Experience:

• Professional experience specialized in Resource Management: Resource Planning, Resource Engagement, Resource Optimization and Bench Management.

• Strong stakeholder management across multiple functions (e.g.