Team Lead J&J Learn GSC Learning Admin - CARE Team

At Johnson & Johnson,we believe health is everything.

Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions are personal.Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity.Learn more at jnj.com .

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world.

We provide an inclusive work environment where each person is considered as an individual.

At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:
Human Resources

Job Sub Function:
HR Operations

Job Category:
People Leader

All Job Posting Locations:
Taguig, National Capital Region (Manila), Philippines

Job Description:

The Team Lead, J&J Learn GSC Learning Admin is responsible for operationally leading a team of Learn First Contact and Resolution Expert (CARE) agents who manages end-to-end support for general Learn processes, ensuring seamless assistance across all Learn teams' activities.

The role provides day-to-day leadership, coaching, support, and operational frameworks that enable the team to deliver consistent, high-quality learning administration services.

Team activity is managed through case management tools such as ServiceNow and IRIS.

When needed, the Team Lead may directly perform learning administration tasks, manage learner or administrator queries and requests, and serve as an escalation point for team members.

The Team Lead is accountable for Quality Assurance (QA) of Learning Administrators' work, ensuring adherence to service levels and expected standards for completeness, accuracy, comprehension, timeliness, customer satisfaction, and other quality factors.

The role also oversees the logging and incident reporting of supported portal issues through approved ticketing tools provided by the Learning Product Ownership team.

The Team Lead contributes to continuous improvement by identifying, reviewing, recommending, and supporting process or knowledgebase changes and other reference materials.

The role partners with GLAHD leadership, administrators across regions, product owners, and stakeholders to deliver a world-class learning administration service and an excellent learner experience.

Major Duties and Responsibilities

People Leadership and Daily Operations


* Directly supervise Care agents handling enterprise learning cases from training organizations and individual learners, covering both administration and Level 1 helpdesk support.


* Lead daily operations, monitor queue status, and manage or oversee delegated queue management to maintain service continuity and prioritization.


* Coach and guide administrators on learning admin...