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 https: //www.jnj.com

Job Function:

Job Sub Function:

Job Category:

All Job Posting Locations:

Job Description:

The Associate Experience LATAM with the User & Employee Satisfaction lead, being the “single point of contact” (SPOC) for interactions between the Wipro AskGS team, RM team, Sourcing, Support Areas, and requestors/business. The main task will consist in focusing on increasing the user/employee satisfaction, ensuring AskGS/GSP teams are updated with necessary process changes, and ensuring availability of all necessary documentation and materials to provide high level service. This team will be responsible for the E2E NPS metric.

The Associate Experience LATAM will be responsible for ensuring a seamless experience for the requestor/business partners/employees when using AskGS to address questions related to Requisition, Payment, Sourcing services by coordinating the process/interactions with whom they correspond to solve and provide a timely, clear, and appropriate response.

The Associate Experience LATAM will be responsible for transitioning new activities to the AskGS team, monitoring performance, and working on providing continuous improvements. It will support Regional and/or Global initiatives ensuring flawless execution. Associate Experience LATAM will participate on regional and global projects and will be in interaction with global network of AskGS teams, as well as serve as a training liaison for GSP LATAM.

Compiles data for managerial reports as required. It supports the analysis and interpretation of results and suggest changes or improvement based on data. It monitors and facilitates month-end and year end close activities.

You will work together with leadership focusing on improving the Employee Experience, encouraging PEX employee engagement, focusing on creating a great working environment for the area to get the most out of our teams. Employee experience will help to define PEX culture based on employee experience and feedback. You will also work in meaningful changes/activities in areas that can create consistently good employee experiences.

Major Duties & Responsibilities

Talent Management

• Manage the training and development of organizational talent

• Conduct talent and organization analyses, assess change impacts, and support change management integration activities

• Create and manage training plans, talent development initiatives, communication plans, and succession planning activities.

BPO Management

· Have a high level of knowledge related to the end-to-end requisition to pay process to collaborate with internal and external stakeholders to develop strategy and improve processes

· Manage and monitor the performance of the team and define improvements

· Participate and lead regular calls with AskGS

· Participate in global AskGS/PEX/GS process meetings

· Manage and review the regular checks of AskGS teams (audits)

· Manage the escalation points for aging and escalated cases and determine root cause and trending

· Receive, analyze, and resolve procurement process inquiries and disputes

· Map and define processes if necessary

· Create scripts/process documentation and training materials

· Document process and training, and ensure appropriate knowledge transfer within the GSP, AskGs teams

· Work with the different areas to ensure issue resolution

· Work with IT to make root analysis and solve issues in a timely manner

· Support data and analytic requests related to AskGS performance for GS leadership

· Define a culture of continuous improvement and implement projects with a regional/global focus on improving customer service levels and customer perception of the AskGS team and Global Services

· Identify / Develop best practices & leverage across affiliates to ensure effective & efficient deployment of standard processes within affiliates

· Gather and analyze AskGs processes and service performance data, perform root cause analysis, use benchmark data and best practices to identify opportunities for improvements.

· Track & report benefits achieved

· Ensure appropriate Change management and Communications are implemented in any initiative

Customer & Employee Experience

· Support Lead customer service recovery initiatives in partnership with AskGS and PEX

· Focus on increasing satisfaction surveys’ results

· Work constantly on collecting user feedback and work on improvements

· Implement framework to identify and target user experience improvement opportunities

· Define training program for GSP areas and User/GSP teams and stakeholders, to ensure align and flawless process and experience

· Support and provide ideas to develop a new Employee experience program

· Create and ensure a proper onboarding new employees and refresh programs

· Collaborate with the company’s internal stakeholders so that organizational policies are effective and correctly carried out.

· Support leadership to help define the PEX culture based on employees’ experiences and feedback

· Support changes/activities in areas that can create consistently good employee experiences.

· Define data collection approach, collect, and review data, evaluate progress against targets, and update ongoing performance metrics reporting

GSP Business Partnering and Stakeholder Management

· Ensure connection to stakeholders to ensure appropriate service is provided.

· Connect with key stakeholders to ensure alignment, identify main requirement needs, and work to identify improvement initiatives.

· Support the escalations related to PEX and AskGS Organization and Support Functions for any Local, Regional and Global project.

· Ensure opportunities in the E2E process are solved and appropriate visibility is provided

· Create SLA with Support areas (taxes, Finance, IT, etc) to ensure that GSP can provide appropriate response.

· Connect with customers at various levels to keep a finger on the pulse to quickly spot service issues, process inefficiencies, compliance risks, etc.

Required Years of Related Experience: 3-4 years

Key skills include:

• Knowledge of Procurement processes (Requisitioning, PO, Invoicing)

• Working knowledge of Six Sigma or formal process improvement or project management techniques is highly desired

• Experience interacting with customer (customer service experience) and proven ability to build relationships

• Working knowledge of Procurement systems (Ariba, SAP, other ERP etc.) is preferred

• Languages (English – Proficiency) – Portuguese – Intermediate level – Desired

• Experience in shared service center experience is preferred

• A minimum of 2 years people or project management experience is preferred

• Demonstrated ability to effectively work remotely with business partners is desired

• An analytical background with sound judgement and strong decision-making abilities

Preferred Knowledge, Skills and Abilities:

• Demonstrated effectively working remotely with business partners

• Excellent interpersonal, Customer Service and negotiating skills are preferred

• Six Sigma Black and/or Green Belt or PMP is preferred

• A minimum of 3-4 years of procurement or shared service center experience is preferred

• Analytical skills /reporting