Johnson & Johnson Family ofCompanies is currently recruiting for a Senior Director
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
Global Services organization leveraging standard tools, methodologies andtemplates.
The Senior Director
The Senior Director
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
United States-New Jersey-New Brunswick-
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)
Business Relationship Management
Johnson & Johnson