ASKGS GLOBAL DELIVERY DIRECTOR & FUNCTIONAL BUSINESS PARTNER

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.
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The Ask GS Experience Center Global Director will be responsible for supervising and managing the operations of the Regional Experience Center teams located in Manila, Prague, and Bogota.
This role requires a strategic, innovative and digital-first mentality, exceptional leadership skills, and the ability to drive operational excellence and customer satisfaction.
The AskGS Experience Center Director will serve as a key point of contact for the Global Functional Delivery Teams and initiate reviews, collaboration for alignment of priorities, goals and plans that support continuous improvement for driving operationally excellent results at Johnson & Johnson Global Services.
Key Responsibilities Talent Attract, develop and retain a highly competent, impactful, motivated and diverse Credo-based team, driving diversity, equity and inclusion.
Provide strategic direction to team, build expertise and a ‘can-do’ demeanor within the specific process areas we provide services for, empower and hold the team accountable to lead the end-to-end processes, driving standardization and continuous improvement.
Supervise and manage the AskGS Experience Center, globally, providing guidance, mentorship, and support to the Managers in the capability centers.
Foster a high-performance culture and ensure alignment with Global Services priorities and Johnson & Johnson's Leadership Imperatives.
Develop and manage talent development initiatives, including performance management, training, and career development plans.
Operational Excellence Provide leadership by setting up goals and supervise daily progress in the execution of areas of responsibility which includes measuring team effectiveness using service level agreements and relevant critical metrics Drive operational effectiveness by optimizing internal operating models, processes, implementing process improvements, and ensuring efficient resource allocation through Workforce Data and Resource Planning.
Closely collaborate with cross-functional partners, enabling team and support teams to align on strategies, develop customer-experience centric initiatives to ensure engagement and smooth operations with collaborators, customers and partners Supervise the planning and execution of global and country specific operational communications.
Direct teams and be responsible for the relevancy and usefulness of knowledge repository, self-service tools/ capabilities to ensure it is meeting the needs of the associates to enable the best experience for the credo-stakeholders.
Responsible for leading the development of associates and employee facing training content in conjunction with GS training team, publishing in J&J eLearning platforms, and ensuring the adoption of new technology and platforms.
Manage committed results, capacity, financial priorities and timelines of the team supporting testing, verification and other assigned tasks in Continuous Improvement and other large-scale Projects, including acquisitions and divestitures.
Collaborate with Global Function Delivery Teams and Ask GS GPO on the standard methodology use of the systems and processes, and bridge into effective operation execution.
Strategy and Planning.
Contribute to the development, shaping and execution of the Ask GS Experience Center critical initiatives, aligning with organizational goals and objectives.
Co-shape crucial communication plans and implement Operations related actions and results to bring along the Operations community in tune with the organization’s priorities, plan.
Collaborate with internal partners and Ask GS Experience Center GPO to find opportunities for process automation, digital transformation, and technological enhancements.
Leadership and Partnerships.
Actively participate with the GS AskGS Experience Center and GS Operations Leadership Team to provide overall leadership and direction to the future GS Operations in support of the broader Global Services Vision and new ways of working.
Maintain and foster external relationships and benchmarking to ensure responsiveness to changing environment.
Maintain and foster continuous improvement approach by regularly partnering with Global Delivery functions to seek feedback, align on common goals then articulate value contribution of the Ask GS Experience Operations team.
Participation in regional, global and cross functional initiatives and projects Qualifications A Bachelor’s degree or Equivalent is required A minimum of 10 years of prior experience in Service Delivery, BPO Operations with at least 4 years in a supervisory role is required.
Ability to rotate between North America, LATAM, EMEA and ASPAC time zones is required Prior experience leading a team and demonstrable ability to empower and manage a team is required A high degree of confidentiality, data protection assurance, conformity with J&J policies, procedures, external regulations, and agencies is required Candidate should have a proven track record, and an ability to create positive relationship with diverse functions is required Motivation to achieve stretch goals, challenge to status quo, and desire to look for automation and continuous improvement is preferred Prior Experience with Payroll, HR Delivery, Procurement Service Delivery or Finance Service Delivery is preferred Knowledge and/or Experience with CRM Platforms and Databases is preferred Prior experience in a multi-national company, and/or experience in a Service Center Environment preferred Johnson & Johnson is an Affirmative Action and Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability