Description
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 jnj.com.
As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.
Job Function:
Customer ManagementJob Sub Function:
Customer Service OperationsJob Category:
ProfessionalAll Job Posting Locations:
Bogotá, Distrito Capital, ColombiaJob Description:
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/.
Execute basic activities for the EdTech educational teams and in some cases for regional activities, as well as other planned activities by the company that include services for HCPs participants in events and faculties.
Job Description
The ASSOCIATE EXPERIENCE PEX LATAM cooperates with the R2P Customer & Employee Satisfaction lead, being the “single point of contact” (SPOC) for interactions between the Wipro AskGS team, RM, S2C, 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.
ASSOCIATE EXPERIENCE PEX LATAM will be responsible for ensuring a seamless experience for the requestor/business partners/employees when using AskGS to address questions related to R2P Requisition, Payment, Sourcing services by coordinating the process/interactions with whom correspond to solve and provide a timely, clear, and appropriate response.
ASSOCIATE EXPERIENCE PEX 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. Requisition-to-Pay (R2P) Customer/Employee Satisfaction Associate will participate in global projects and will be in interaction with global network of R2P 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 suggests changes or improvement based on data. It monitors and facilitates month-end and year end close activities.
You will work together with leadership focus on to improve 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.
Major Duties & Responsibilities
Talent Management
- Manage the training and development of organizational talent
- Conduct talent and organization analysis, assess change impacts, and support change management integration activities
- Create and manage training plans, talent development initiatives, communication plans, and succession planning activities
User Management process: main functions related to user access to systems and also related to procurement process:
- USER ADMINISTRATION PROCEDURE
- BULK USER MOVE PROCEDURE
- PO FORCE CLOSE PROCEDURE
- DELEGATION PROCEDURE ON BEHALF OF OTHERS
- DM - PO REOPEN PROCEDURE
- DM - MASSLOAD PROCEDURE SUPPLEMENTAL VALID VALUES
- GROUPS PROCEDURE
- PO MANAGEMENT PROCEDURE
- SHIPPING ADDRESS PROCEDURE
- FUNCTIONAL AUDIT PROCEDURE
- REPUSH PROCEDURE
- PROCEDURE FOR CREATING PR IN QA ENVIRONMENT
- WEBMETHODS PROCEDURE
- VISION REPORTING PROCEDURE
- GRAPHNET ORDER PROCEDURE - IMPORT
- SOX AUDIT REPORTING PROCEDURE
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 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
- Define data collection approach, collect, and review data, evaluate progress against targets, and update ongoing performance metrics reporting
PEX 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 Qualifications
Key skills include:
- Knowledge of Procurement processes (Requisitioning, PO, Invoicing)
- Data analysis, reporting and systems: Power BI, Microsoft Excel (advanced), Tableau, Service Now (preferred)
- Working knowledge of Six Sigma or formal process improvement or project management techniques is highly desired
- Experience interacting with customers (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 3 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:
(Include any preferred computer skills, certifications, licenses, languages, etc. or abilities that are assets to performing in the role.)
- 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 2-3 years of procurement or shared service center experience is preferred
- Analytical skills /reporting
- Data analysis, reporting and systems: Power BI, Microsoft Excel (advanced), Tableau, Service Now (preferred)
- Working knowledge of Procurement systems (Ariba, SAP, etc.) is desired
Required Years of Related Experience: 2-3 years
For more than 130 years, diversity, equity & inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Rooted in Our Credo, the values of DEI fuel our pursuit to create a healthier, more equitable world. Our diverse workforce and culture of belonging accelerate innovation to solve the world’s most pressing healthcare challenges.
We know that the success of our business – and our ability to deliver meaningful solutions – depends on how well we understand and meet the diverse needs of the communities we serve. Which is why we foster a culture of inclusion and belonging where all perspectives, abilities and experiences are valued, and our people can reach their potential.
At Johnson & Johnson, we all belong.
#LI-Hibrite
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