About the Knowledge Hub
The Manila Knowledge Hub is a key capability within GSE’s global delivery model. The multidisciplinary team brings together expertise in training content design, instructional design for technical documentation, graphic illustration and animation, learning platforms and platform experience. Its purpose is not simply to provide additional production capacity, but to become a scalable center of expertise that improves the quality, consistency, and speed of GSE deliverables globally. Once fully operational, the team will strengthen our ability to respond effectively and efficiently to the knowledge, learning, documentation and digital support needs of customers, partners, and the internal technical organization.
Role Purpose
The Knowledge Hub Team Leader provides day-to-day “people leadership” and operational coordination for the Manila team. The role helps build a cohesive, capable and engaged local team, translates agreed GSE priorities into clear team activities, and supports reliable delivery to agreed timelines and quality standards. Working closely with managers and discipline leaders in Europe, the Team Leader provides a strong local leadership presence, addresses routine team matters and escalates decisions that require functional, technical, HR or budget authority. The Team Leader may also contribute practical expertise to selected assignments where this supports delivery and team development.
Reporting and Governance
Reports directly to the Manager, Service Enablement, who sets the overall direction, priorities and performance framework for the Manila team. The Team Leader is responsible for local communication, daily coordination, goal setting, coaching, mid-year and annual performance reviews, and timely escalation of issues requiring management decisions.
Works with the relevant GSE discipline leader to apply agreed work processes, professional standards, capability-development priorities, and quality governance. The Team Leader remains responsible for local planning, people coordination and day-to-day delivery, while technical or professional decisions outside the Team Leader’s expertise remain with the relevant discipline leader.
Works within the local Philippine administrative and HR structure for employment administration, policy compliance and locally required people processes.
Maintains governance and alignment with the functional and discipline leaders on priorities, capacity, quality, performance, and team development.
Participates in relevant GSE planning and coordination meetings when Manila team input or representation is required.
Key Responsibilities
People Leadership and Team Development
Set clear individual goals aligned with team priorities, provide regular coaching and feedback, and conduct documented mid-year and annual performance reviews in collaboration with the Manager, Service Enablement and local HR processes.
Support the Manager, Global Service Enablement, discipline leaders and local HR with recruitment, selection and onboarding as the team expands, providing local coordination and candidate insight.
Build an inclusive, accountable, and collaborative local team culture aligned with GSE values and ways of working.
Create individual development plans, identify capability gaps, and coordinate learning and career development.
Manage leave, attendance, and day-to-day employee matters in line with local HR policies.
Address performance or conduct concerns promptly in partnership with functional leadership and local HR.
Promote employee engagement, wellbeing, retention and effective communication across the team.
Planning, Delivery and Operations
Coordinate planning, work allocation, and resource capacity across the full multidisciplinary team.
Translate global priorities into clear local work plans, deliverables, ownership, and timelines.
Balance workload across disciplines and make day-to-day prioritization decisions within agreed governance.
Monitor progress, dependencies, risks, deadlines and quality, and escalate issues early.
Apply agreed processes and ways of working consistently, identify practical improvements, and coordinate their implementation with the relevant functional or discipline leader.
Remove delivery obstacles and coordinate access to subject-matter experts, tools and information.
Provide transparent reporting on capacity, delivery, quality, recruitment, and team development.
Where relevant to the candidate’s experience and team needs, contribute practical expertise to selected operational assignments in instructional design, learning management systems, graphic illustration, animation or a related field to support team capability, delivery or continuous improvement.
Quality, Stakeholder and Platform Coordination
Coordinate with discipline leaders and specialists to confirm that deliverables meet agreed content, instructional, visual, technical and platform-quality standards, and escalate quality concerns that require specialist judgement.
Coordinate closely with global stakeholders, GSE discipline leaders, subject-matter experts, and other global functions.
Clarify requirements, manage expectations, and maintain effective stakeholder communication.
Ensure effective governance, adoption and local capability for the team’s digital toolset, including learning, content-authoring, collaboration, knowledge and product-lifecycle platforms. Current tools include Adobe Learning Manager, MadCap, Workday, Microsoft 365, Spelog, Mavenoid and Windchill. Routine platform administration is assigned to the appropriate specialist roles.
Promote consistent knowledge-management practices, reuse of content and effective lifecycle governance.
Represent the Manila Knowledge Hub in relevant GSE coordination forums when local team input is required and contribute practical observations and improvement ideas within the Team Leader’s area of responsibility.
Decision-Making Authority
Allocate day-to-day work and adjust team priorities within the agreed GSE plan.
Manage resource capacity, schedules, and leave while safeguarding delivery commitments.
Conduct goal setting, development discussions, mid-year reviews and annual performance reviews for team members, with calibration and support from the Manager, Service Enablement and local HR where required.
Support local recruitment and selection by screening candidates, participating in interviews, assessing team fit, and providing recommendations to the relevant functional and discipline leaders. Final hiring decisions and approvals remain subject to company processes and the appropriate management authority.
Recommend operational methods and local process improvements, and coordinate approval and implementation with the relevant functional or discipline leader where required.
Escalate decisions affecting strategy, budget, compensation, headcount, major priority changes or cross-functional commitments to the appropriate functional, discipline or local authority.
Candidate Profile
Education and Experience
A bachelor’s degree in learning, education, instructional design, a technical discipline, graphic design, business or a related field is advantageous. Equivalent practical experience in team leadership, digital content, learning, technical documentation, or knowledge operations will also be considered.
Typically, three or more years of relevant professional experience, including experience as a Team Leader, supervisor, project lead or senior specialist with responsibility for coordinating people and work. Previous involvement in goal setting, coaching, feedback, or performance reviews is preferred. Experience working with international or remotely based stakeholders is an advantage.
Practical experience in at least one relevant discipline—such as instructional design, learning technology, graphic illustration, animation, technical documentation, digital content production or a comparable content or knowledge field—is advantageous. More important is the ability to coordinate specialists outside the candidate’s own discipline, recognize delivery risks, and involve the appropriate expert when needed.
Experience coordinating work across different roles or disciplines is preferred. The candidate does not need to be an expert in every discipline but must be able to organize work, ask appropriate questions, recognize delivery risks and involve the relevant discipline leader or subject-matter expert when needed.
Experience in digital learning, technical content, shared services, knowledge operations, content production, or another environment involving coordinated delivery across specialist roles is advantageous.
Demonstrated ability to coordinate workload, monitor capacity, quality and deadlines, and communicate effectively with stakeholders when priorities, risks or constraints require attention.
Experience supporting recruitment, onboarding, or team growth is preferred. Experience helping establish a shared service, knowledge-hub or comparable delivery capability is an advantage but is not required.
Strong written and spoken English.
Leadership and Professional Competencies
Demonstrated ability to coordinate people, provide constructive feedback, support development, and build an engaged and accountable team.
Hands-on, pragmatic and comfortable balancing leadership with operational contribution.
Ability to apply and maintain clear work-intake, prioritization, capacity-planning, quality-control and performance-reporting processes, and to recommend practical improvements based on team experience.
Clear accountability and sound judgement within a matrix-governance model.
Strong stakeholder management and cross-cultural communication.
Ability to support change, embed agreed ways of working, and contribute practical ideas for continuous improvement.
Quality-focused, structured and attentive to detail without losing sight of business priorities.
A collaborative leadership style combined with the confidence to make decisions and escalate when required.
Measures of Success
Effective support for the recruitment and onboarding of the planned team expansion, in partnership with functional leaders and local HR.
Agreed roles, governance, work-intake and capacity-planning processes applied consistently across the Knowledge Hub, with practical improvements identified and escalated when needed.
Reliable on-time delivery against agreed priorities and commitments, demonstrated through defined service levels, delivery forecasts, and regular performance reporting.
High-quality outputs with reduced rework and consistent adherence to standards.
Positive stakeholder satisfaction and effective collaboration with European and global stakeholders.
Strong employee engagement, retention, capability growth and performance.
Transparent reporting and early management of risks, constraints, and dependencies.
Effective local coordination and people leadership, demonstrated by clear goals, regular feedback, completed mid-year and annual performance reviews, timely escalation of issues, and reduced need for European managers to intervene in routine day-to-day matters.
Working Arrangements
The role is based in Makati, and regular in-person leadership is important while the team is being established and expanded. A hybrid arrangement of up to two work-from-home days per week may be available, subject to business and team needs. The Team Leader will maintain agreed, regular overlap with European stakeholders for coordination, coaching and escalation while remaining visibly available during the Manila team’s core working hours. Occasional flexibility outside normal local hours may be required for planned meetings, but a sustained European-hours schedule is not expected. International travel is expected approximately once a year.
Why Join Us?
This is an opportunity to help establish and shape a new multidisciplinary team and contribute to the development of the Manila Knowledge Hub as a recognized center of expertise. The Team Leader will have meaningful responsibility for local team coordination, employee development, and day-to-day delivery while working closely with GSE managers and discipline leaders in other locations. The role offers visible global exposure and the opportunity to grow into broader people-management or operational responsibilities as the team and organization develop.
All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.
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