.At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions 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 Johnson & Johnson.Major Duties & ResponsibilitiesCase ManagementReceive, assign, update, classify, process cases (e.G. benefits administration). Resolve cases with focus on integrity, completeness, timeliness, and accuracy of resolution to ensure high level of customer satisfaction. Responsibility for delivering upon agreed metrics (i.E. Average Lead Time, SLA, PRR, NPS). Proactively monitor the cases to be able to resolve if any action or critical issue is needed (time; quality). Assist and encourage users/customers to make effective use of self-service options, systems, products, service, etc. in order to drive rapid resolution and empower customers; educate and inform customers of the full range of HR services available to them. Ensure policy and legal compliance. Identify case challenges and opportunities.Benefits AdministrationEnsure smooth delivery of TR services specific to benefits administration (i.E. Company-provided and statutory benefits). Ensure vendors are delivering employee benefits and benefits administration services according to agreement. E2E Management of benefits administration portal (FYB) which includes but not limited to ensuring accuracy of all contents and processes, audit of claims outcomes, identifying improvement opportunities, updating processes. Conduct regular audit of TR cases and processes. Ensure all TR documents are up to date e.G. ASPAC Benefits Matrix, market specific inventory, benefits forms, FYB Manuscript, etc. Maintain accurate data and provide information to supervisor/manager for TR surveys, analysis, programs with insights as per business needs. Implementation/communication of new or change in benefits policies/programs/processes. Identify opportunities for growth on daily operational processes and implementation. Provide positively to a knowledge sharing environment by documenting and sharing of all relevant working experiences with issues resolution for knowledge database future reference. Participate on TR cadence, provide insight and identify challenges/risks or market nuances.Vendor ManagementWork closely with vendors on the efficient and effective delivery of benefits and/or benefits administration services. Ensure vendors' alignment to agreed performance metrics. Coordinate and ensure vendor compliance to Business Partner Risk Assessment (BPRA) and other Company requirements. Provide feedback and recommendation on areas for improvement related to vendor service delivery