Senior Director - Service Performance & Reporting

Johnson & Johnson New Brunswick , NJ 08903

Posted 2 months ago

Johnson & Johnson Family ofCompanies is currently recruiting for a Senior Director

  • Service Performance& Reporting within the Johnson & Johnson Global Services organization. Thisposition can be located in one of our Global Services Hubs in Tampa, Bogota,Prague, Manila, Suzhou, or New Brunswick.

Johnson& Johnson Global Services, the global shared services organizationsupporting the businesses of Johnson & Johnson, performs select functionalwork in a consistent manner across regions and sectors using simplified,standardized end-to-end processes and state-of-the-art technology. The visionof Johnson & Johnson Global Services is "to be trusted business partnerswho deliver increasing value by creating and sustaining globally standardworld-class services that enable the power of Johnson & Johnson." There aremore than 2,000 employees in Human Resources, Finance and Procurement who workfor Johnson & Johnson Global Services in key service centers located inManila, Suzhou, Prague, Bogota and Tampa, as well as in local country-basedhubs.

Johnson& Johnson is an Affirmative Action and Equal Opportunity Employer. Allqualified applicants will receive consideration for employment without regardto race, color, religion, sex, sexual orientation, gender identity, age,national origin, or protected veteran status and will not be discriminatedagainst on the basis of disability.

The Senior Director

  • Service Performance & Reporting willprovide overall leadership and direction to the Service Performance & Reportingteams located in EMEA, ASPAC, LATAM and North America. The Service Performance& Reporting Lead is responsible for curating the teams and specializedskills for service performance management and analytics in service to the

Global Services organization leveraging standard tools, methodologies andtemplates.

The Senior Director

  • Service Performance & Reporting willmanage and maintain Service Performance & Reporting Systems, a businessanalytics platform in partnership with JJT that will produce standard dashboardsand visualizations for service delivery performance reporting and functionaloperational analytics purposes. Furthermore, the Service Performance &Reporting Lead will lead and collaborate with cross-functional peer groups andJJT to create the foundation for data governance, continuity, accountability tostandards, change control and integrations where necessary. This role is alsoresponsible for the visual management strategy ensuring dashboards andanalytics tools quickly show the current status utilizing key indicators toexpose waste, clearly indicate current status vs. goals, and the ability todrilldown to root cause.

The Senior Director

  • Service Performance & Reporting willdrive the overall strategy for performance reporting and analytics on behalf ofthe GS tier. This includes setting the direction, guiding the planning process(i.e. vision, business value & approach), securing endorsements and fundingas well as execution to achieve the desired outcomes and benefits. In addition,the GS Service Performance & Reporting Lead will be responsible formanaging the on-going development, maturity and operational excellence of the

Service Performance & Reporting teams to ensure the expected value impactsand outcomes are realized according to plan.

Additionally, this role will be responsible for managing workforcemanagement efforts, including the overall direction and delivery of WorkforceManagement strategies, serving as a Workforce Subject Matter Expert andoverseeing Workforce Management for Contact Center and across the GlobalServices Enterprise. This role will manage the development of the forecast,resource planning and scheduling across all sites and maximize efficiency andoccupancy using effective strategies while meeting service objectives. TheService Performance & Reporting Lead will also develop and implement the

Capacity Management capability and team.


  • Responsiblefor the GS Service Performance & Reporting organization; oversees theimplementation and steady state operations of Service Performance &Reporting teams for J&J Global Services

  • Leads,plans and executes the long-term operational strategy, methodology, andexecution of the service performance & reporting program

  • Establishesand maintains a service-oriented mindset and focus on operational excellenceacross all Service Performance & Reporting teams; provides vision anddirection with a defined long-range plan for service performance reporting andoperational analytics

  • Directsthe GS organization on the consistent, effective and efficient use ofperformance reporting for self-service visualizations as well as data analyticsthat identify service delivery improvement opportunities

  • Leadsthe ongoing development and maturity of the Service Performance & Reportingorganization in partnership with functional analytics teams and JJIT. Drivesconsistent use and leverage of standard Service Performance Management (SPM)tools. Ensures Service Performance & Reporting analysts deliver value tofunctions they are aligned to in the form of opportunities to improveefficiency, quality and productivity across their service portfolio's and teams

  • Buildsactionable and measurable plans which increases the effectiveness andefficiency of the Service Performance & Reporting teams

  • Supportsthe Hyper Care reporting work associated with transitions that move work andservices to the Global Services tier

  • Understand,shape and apply best practices for service performance reporting and analyticsbased on industry trends and external market intelligence to proactively driveincremental and sustainable value to Global Services

  • Collaborateand engage with J&J GS leaders to ensure that service performance programsare aligned with functional and shared services strategic initiatives andplans.

  • Operateas member of the J&J Business Analytics and Data Governance committees,representing the unique challenges and needs of the SPM organization

  • ManageJ&J GS leadership, Corporate and peer relationships required to supportefficient planning and delivery of service performance reports, visualizationsand analytics initiatives and projects

  • Collaborateclosely with the Strategy & Transformation Leader and senior J&J GSleaders to address organizational and people challenges across the GS

  • Manage,mature and promote the use of SPM tools and processes across Global Services toensure best engagement and delivery methods are employed that maximizeefficiencies and value across the operating model

  • Benchmarkcapabilities, processes and tools against peer groups both internal andexternal. Build and execute plans to continually mature and expand thecapabilities of the Service Performance Management platform and the skills ofthe Service Performance Management & Reporting teams

  • Accountablefor the definition, deployment and execution of the Service PerformanceManagement & Reporting road map; promote; develop organizational readinessand expertise across the organization

  • Actas Subject Matter Expert in Service Performance & Reporting for the GlobalServices organization

  • Partnerwith the functional service delivery teams to ensure their service performancetransparency and analytics needs are properly assessed and resourcedaccordingly

  • Overseesimplementation of scheduling strategies and initiatives to enable the functionto achieve its objectives

  • Managesvolume and schedule forecasts, providing valuable inputs to the business byproactively engaging stakeholders

  • Driveperformance of Workforce Analysts to the highest level, creating a culture ofaccountability and execution

  • Manageand drive outage communication with Operations, stakeholders and resolvingtechnology team/s

  • Ownworkforce reporting (daily, weekly, monthly) and analyze historical data

  • Delivertimely and efficient solutions to all workforce related requests.

  • Coach,develop, mentor and evaluate performance of workforce analyst/s

  • Analyze,develop and implement action plans to resolve service level issues

  • Workand collaborate closely with operations, stakeholders to resolve manpowerissues.

  • Createa service-oriented mindset for Service Performance Management & Reportingteams and establish a set of values that promote achievement, operationalexcellence and continuous improvement

  • Embraceand lead a culture of inclusiveness and multi-cultural engagement throughcoaching and feedback to peers and the broader community in Global Services inalignment with the J&J's Leadership imperatives

  • Developa strong pipeline of global and diverse leaders. Enable a Credo-based &High-Performance Culture within team.

  • Provideleadership, direction, coaching, feedback, and, where appropriate, disciplineto and through subordinate team members.

  • Willmaintain and update the service taxonomy for Service Performance Management& Reporting which defines scope of work to be provided

  • Understand,shape and apply best practices for workforce management, including strategizingfor workforce optimization and managing workforce scheduling to drive optimalvalue to Global Services

  • Leadthe ongoing development and maturity of the Capacity Management capability inpartnership with the VP, Service Excellence & Experience.


  • Aminimum of a Bachelor's Degree is required

  • Aminimum of 12 years of related experience is required

  • Priorpeople management experience is required

  • Strategicability Experience crafting compelling BI visions, assessing currentsituations and crafting plans to optimize and elevate capabilities, skills andtechnology

  • Experiencein leading, developing and managing service performance and analytics programsand teams in a shared services organization; preferably HR, Finance, and


  • Experiencewith workforce and capacity management

  • Highlevel understanding of information and data architecture

  • Experiencewith data modeling and databases

  • Strongdata management and governance experience

  • Experiencewith service performance metrics and analytics tools

  • Familiaritywith benchmarking and capacity modeling

  • Experienceworking across multiple geographies

  • Abilityto influence in an indirect, matrix-based, and virtual environment

  • Strongcapability in assessing, developing and hiring talent

  • Experienceoperating in a matrix global framework is required

  • Abilityto establish a culture oriented on customer experience

  • Trackrecord of driving business results identifies and capitalizes onopportunities, identifies risks/issues, assesses implications, formulatesrecommendations, and drives sound decisions that deliver results

  • Passionateabout building a "Best in Class" shared services organization that drivesbusiness success

  • Strongcommunication and presentation skills

  • Abilityto present information effectively to senior leaders

  • Abilityto convey technical information and KPI's to non-technical audiences

  • Abilityto effectively communicate requirements and needs to technical audiences

  • Abilityto prepare business cases and convey ROI's for investments

  • Highproficiency in MS Office applications and Workforce Management related tools

  • Experienceexecuting Workforce Management on integrated shared services solutions.

  • Solidunderstanding of Workforce Management methodologies.

  • Mayrequire up to 20% domestic and/or international travel


  • Experiencedprofessional with international exposure in Shared Services roles

  • Reporting and Analytics, BPO / Contact Centerand Service Center experience, HR and/or Procurement Service Center preferred

Primary Location

United States-New Jersey-New Brunswick-

Other Locations

Latin America-Colombia-Distrito Capital de Bogot-Bogot, Europe/Middle East/Africa-Czech Republic-Prague-Prague, Asia Pacific-China-Anhui-Suzhou, Asia Pacific-Philippines-National Capital-Manila, North America-United States-Florida-Tampa


Johnson & Johnson Services Inc. (6090)

Job Function

Business Relationship Management

Requisition ID

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Senior Director - Service Performance & Reporting

Johnson & Johnson