Support Services Lead
J&J Family of Companies
Bogot, CO
hace 2 días
source : DirectEmployers Association

Johnson & Johnson Global Services, the global shared services organization supporting the businesses of Johnson & Johnson, performs select functional work in a consistent manner across regions and sectors using simplified, standardized end-to-end processes and state-of-the-art technology.

The vision of Johnson & Johnson Global Services is "to be trusted business partners who deliver increasing value by creating and sustaining globally standard world-class services that enable the power of Johnson & Johnson.

There are more than 4,300 employees in Human Resources, Finance and Procurement who work for Johnson & Johnson Global Services in key service centers located in Manila, Suzhou, Prague, Bogotá and Tampa, as well as in local country-based hubs.

The Global Services vision is to deliver world class services and contribute to the leadership, growth, value, and reputation of Johnson & Johnson.

GS provides compliant, efficient and standardized services with an emphasis on optimizing processes through a continuous improvement framework.

We are committed to superior professional development of our people and we value a diverse, collaborative, high-performing, results oriented culture.

As Sr Specialist Support Services Lead : You are in charge of the deployment and daily operations of the Procurement Source-to-Settle (S2S) Support Services process enabling the Global User Support capability in the region by establishing and maintaining the Regional Support Services including service provider(s), Service Level Agreements (SLAs), correspondence and complaint handling processes through the deployment of Global Support Services policies and procedures.

You will be working closely with the other Regional Support Leaders, the entire S2S Support Services Team and Service Delivery Team to align goals and objectives to meet overall user experience goals and expectations, you'll also manage operational relationships with support service providers ensuring alignment to the Global Procurement User Support strategies and service requirements. The scope of your role :

  • Working closely with the S2S Support Services, Service Delivery Teams and service providers to deploy the Global User Support Model in the region through one standard process, tracking, SLAs, governance, and process compliance approach.
  • You will be accountable for the deployment, management and monitoring operating procedures, policies and the day-to-day activities of SLA service providers, including Triage, Sourcing and Payments to manage customer reported issues and escalation process, whilst improving service provider performance through accountability and achievement of the SLAs.
  • Monitor accuracy of reporting and issues of SLA exception reporting. Identify, resolve and communicate critical user support issues in a timely manner.
  • Ensure Regional Support Services has the appropriate tools and resources and the business as usual knowledge transfer and technical capabilities are functioning properly.

  • Ensures service provider has robust training and process deployment execution approach, and all regional compliance responsibilities and reporting met.
  • You are also responsible to identify and implements strategies to improve quality of service, productivity and profitability.

  • Maintain and monitor regional Voice of the Customer (VOC) and complaints including root cause analysis across partners, you should also have the ability to influence and align cross functional partners to action plans for addressing VOC, ensuring customers and partners needs are being met.
  • Ensure robust regionally deployed User Support initiatives have robust project and change management plans and appropriate regional requirements met, impact assessments, testing, training, communications, etc.
  • Qualifications Requiremets : Are you somebody that really enjoys both customer services, has excellent analytical skills, problem solver, and troubleshooting skills?

    This is the right job for you!

  • 3+ years customer service or user support experience. 1+ years of service management experience including developing and implementing policies and procedures, defining and communicating customer service standards.
  • Complaint management experience that include reviewing complaints, tracking complaints to resolution, and handling complex and escalated service issues experience is highly appreciated.
  • Are you a self-starter who has proven experience in a customer-focused environment, and ability to prioritize and multi-task?
  • Ensure the necessary resources and tools are available to deliver a quality user experience
  • Possesses strong leadership skills.
  • Build strong business partnerships
  • Excellent communication skills, both written and verbal with ability to interact across all levels including with VP-level and above leaders
  • English, Spanish and Portuguese languages are required Did you know? We are an equal opportunity employer and value diversity at our company.
  • We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

    Primary Location Colombia-Distrito Capital de Bogotá-Bogotá- Organization Johnson & Johnson de Colombia S.A. (7755) Job Function Operations Requisition ID 2005795265W

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