IT Learning and Development Manager

Mayer Brown is a leading global law firm with offices in 26 key business centres across the Americas, Asia, Europe and the Middle East. With approximately 200 lawyers in each of the world’s three largest financial centres — New York, London and Hong Kong — we are uniquely positioned to advise leading companies and financial institutions on their most complex legal needs. We have deep experience in high-stakes litigation and complex transactions across industry sectors, including our signature strength, the global financial services industry.

We are a collegial, collaborative and diverse firm where highly motivated individuals with an unwavering commitment to excellence receive the opportunity, support and development they need to grow, thrive and realise their greatest potential. We also encourage all our people to use their skills to support the wider community through our pro bono and community volunteering programmes. At Mayer Brown the principles of mutual respect, dignity and understanding are central to the way we work and help to provide an environment where diversity and inclusion are embraced.

The IT Learning and Development Manager is responsible for providing courseware development and training on the Firm’s software applications and telephone system. They act as a project resource when directed and work closely with their peers to support the business.

Accountabilities:

• Provision of learning delivery to include new staff induction, workplace IT skills, productivity/efficiency skills, mobility support and document production automation learning and support
• Provision of courseware development to include learning needs analysis, bespoke development for tailored classes, project support and material development, development of business best practices and documentation and working practice/application use consultation and advice

Responsibilities:

• Provide virtual, classroom and one-on-one training, floor walking, labs and personal consulting sessions
• Develop learning courseware and end user documentation
• Ensure learning courseware and end user documentation is regularly reviewed and updated for continued accuracy
• Participate in a positive proactive working relationship between the Learning and Development team and the IT department and Innovation team.
• Update and manage all escalated tickets in accordance with local, regional and global customer services standards and processes
• Successfully meet timelines/budgets for assigned projects
• Act as a technology resource to the Firm for industry trends, technology implementations and change management issues
• Effectively and proactively identify and communicate operations and business risks to appropriate levels of management
• Other duties and projects as required.

Business Relationship Management:

• Provide high level of customer support 
• Provide visible floor support by conducting floor walking to increase business engagement where necessary.
• Attend user groups independently or with managers as required
• Performs other duties as assigned or required to meet Firm goals and objectives

Education/Training/Certifications:

• Bachelor’s degree. An equivalent combination of education and/or experience may be considered in lieu of the degree when the experience has been directly related to the functions of the job
  

Professional Experience:

• Training delivery/development experience
• Legal training experience a plus

Technical Skills:

• Proficiency in Microsoft Office products
• Advanced knowledge of Microsoft Office Suite in addition to other relevant legal applications
• Proficiency in a matter centric document management system.
• Knowledge of mobile devices (iPhone and Android)
• Experience delivering remote training using virtual meeting platforms
• Knowledge of telephone and voicemail systems
• Professional training qualifications/certifications preferred

Performance Traits:

• Strong written and verbal communication skills, able to communicate effectively and in a professional manner with all levels of the Firm and outside vendors
• Ability to work in a diverse team environment and effectively support the demanding needs of the Firm
• Must be a self-starter with a high level of initiative
• Strong customer service skills, able to anticipate needs and exercise independent judgment
• Ability to work well under own initiative and complete tasks without direct supervision
• Excellent customer service skills, e.g. helpful empathetic approach; handles difficult customers and situations in a calm professional manner
• Actively model desired work values and practices for others, including self-improvement, continuous learning and career development
• Ability to mentor and direct other team members to ensure completion of tasks

The above is a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties. The Firm may modify and amend this job description at any time at its sole discretion. Nothing herein creates a contract of employment or otherwise modifies the at-will nature of employment.