Global Learning Admin Team Lead EMEA

Johnson & Johnson Global Services, the global shared services organization supporting the businesses of Johnson & Johnson, performs select functional work in a consistent manner across regions and sectors using simplified, standardized end-to-end processes and state-of-the-art technology. The vision of Johnson & Johnson Global Services is “to be trusted business partners who deliver increasing value by creating and sustaining globally standard world-class services that enable the power of Johnson & Johnson.” There are more than 2,000 employees in Human Resources, Finance and Procurement who work for Johnson & Johnson Global Services in key service centers located in Manila, Suzhou, Prague, Bogota and Tampa, as well as in local country-based hubs. Global Learning Administration Team Lead EMEA Location: Prague, Czech Republic Contract: full-time, permanent contract The responsibilities & the impact YOU will have: Directly supervise a team of learning administrators managing enterprise learning cases from training organizations (administration) and individual learners (helpdesk L2 support) by providing quality coaching and leadership to deliver a best-in-class service Managing day to day activity and queue status Coaching and guiding administrators on best practice and learning administration processes Manage team performance through metrics and feedback Manager or oversee delegate queue management Manage stakeholders in given region (NA, EMEA, LATAM, ASPAC) including training organizations, enterprise, regional and local, to ensure satisfaction of service, obtain feedback on system plus GLAHD process, team performance and improvement opportunities. Additionally, act as point of escalation for regional activities and team accountabilities. Ensure approved policies and procedures are followed correctly utilizing various Quality Assurance (QA) tools and processes available, provide individuals within QA feedback and creation of corrective action plans where necessary. Monitor daily operational QA performance utilizing JNJ Global Services QA process or overseeing the QA process for team if delegated Be responsible for QA findings and correction In case of serious QA findings, such as erroneous assignments, complete full corrective action plan together with the learning administrator and complete enterprise quality CAPA process Be responsible or participate in project work with training organizations, internal CI activities or cross GTLO projects to ensure successful delivery of project initiatives and outcomes Partner with stakeholders to oversee project deliverables by either delegating to team members or lead project work where required Monitor trends in cases to identify immediate or short-term action to avoid case creation Participate in CI identification and execution within team process or across GLAHD and GTLO teams Encourage improvement initiatives from team members Partners with GLAHD LT members to identify further improvement opportunities Partners with learning product owner teams to implement change in system or process Communicates clearly both orally and written across teams and stakeholders to ensure successful explanation and delivery of learning administration processes and escalates issues based on judgement where required. Leads a high performing Credo conscious team by encouraging open and transparent dialogue, ensures cross team knowledge sharing and partnership as well as team development and growth. Observes utmost integrity and develops and maintains mutually trusted and respected relationships with customers, with manager and co-team leads, with team members and when needed, with vendors, service providers and third parties Takes ownership of all assigned tasks, initiatives, and inquiries, makes sure they are resolved/ completed efficiently and accurately with a superior level of quality and shows openness and willingness to learn and to hear feedback and advice on areas for improvement and development Establishes and maintains a confidential and sensitive work environment, focusing on customer service by handling all customer requests and queries and dealings at work in a professional manner Participates in scheduled and ad hoc training to improve techniques and process acumen Performs other tasks or projects as may be deemed needed for the role or as may be assigned by immediate manager Qualifications We would love to hear from YOU, if you have/are: 5+ years’ experience in progressive learning administration, learning helpdesk or other HR systems Good knowledge and experience in LMS administration (preferably Cornerstone OnDemand or Success Factors) or in administration of other HR systems Advanced knowledge and experience in talent-related technologies as well as, Service Center/ Helpdesk technologies, such as case management, knowledge management, document management or other customer service software applications Proven capacity to lead (inclusive of inspiring or motivating a team) and to successfully work through and overcome diverse operational adversities and challenges Proven openness to hear feedback, to work as part of a team and with proven passion to coach, to help people develop and to deliver feedback Attention to detail, strong analytical, problem-solving, and decision-making skills Experience working in a complex matrix organization Experience working in a quality environment a plus Experience working in health sciences industry a plus This is what awaits YOU at J&J: An opportunity to be part of a global market leader. A dynamic and inspiring working environment. Many opportunities to work on challenging projects and assignments. Possibilities for further personal as well as professional development. Many employees benefits: 5 weeks of vacation, home office, flexible working hours, sick days Meal vouchers, Cafeteria, referral award, life and accident insurance, MultiSport card Contribution for: Prague public transportation, language study, illness leave, pension contribution, Refreshment in the workplace, company gym, free sports activities, corporate events The benefits are regulated by an internal policy which contains the full details regarding the entitlement and conditions for the benefits. Johnson & Johnson is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, or national origin and will not be discriminated against on the basis of disability. Primary Location Czech Republic-Prague-Prague- Organization JNJ Global Business Servi (7761) Job Function Human Resources Requisition ID 2205998572W