Experience Team Leader

About Johnson & Johnson

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/.

Position Summary:

The APAC Experience Team Leader is expected to manage regional S2S operational issues reported through ASKGS Channels, partnering with BU Procurement, S2C, Payment, VMD and UAM to drive daily operations excellence, monitoring ASKGS service quality and sustainability through strong management process, also lead regional trainings process to conduct high-quality of knowledge educations to business users and suppliers. In meantime, he/she is responsible of establishing and updating Experience Contents on each Procurement related platforms, and support/lead deploying Experience improvements / initiatives / projects to drive consistent frictionless experience to internal and external customers.

Major Duties and Responsibilities:

Operational Management:

• Monitor daily ASKGS operations: review case volumes(closed/aging) and audit quality, deliver operation excellence and maximize customer service satisfaction
• Lead governance discussions with relevant stakeholders in the respective markets, execute Voice of the Customer (VOC) action plan, working as active role between users and GS Procurement
• Identify, resolve and communicate critical user support issues in a timely manner, maintain professional attitude during service delivery and resolution of issues and monitor service recovery process implementation with high quality of investigation and root cause analysis in place
• proactively support smooth ASKGS cases escalation among all key S2S process, use a considerable amount of discretion in escalating issues to appropriate parties – co-workers, team leads and process managers

NPS data capturing and collection, ensure that all KPIs are met on a regular basis

Training Management:

• Lead to produce/update User / Supplier training contents, manage annual training calendar to ensure all the planned sessions are delivered on time with high quality
• Coach team members with training delivery skills and partner with each operational teams to ensure all new changes of processes and systems are well updated into Training materials.
• Play as key role to connect with market stakeholders and heavy users to collect pain points, frequent topics and improvement ideas to enhance training materials.

Design and manage Training Feedback mechanism to consistently reflect and improve Trainings

Content Management:

• Execute centralized management of APAC Contents, including drafting, reviewing, approving, deleting and storing, managing whole life cycle of APAC Contents.
• Manage all materials (articles/videos/forms, etc) related to Procurement processes and systems are well uploaded to each platform, monitor feedback from platform readers.
• Establish and maintain APAC Experience Center, ensure all contents are well archived with version management.

Proactively partner with each operational team and Global content team to drive high efficiency, accuracy and innovation of content management.

Continuous Improvements:

• Lead, identify and execute continuous improvements and innovate solutions that will improve process quality, performance, and efficiency.
• Support Regional and Global strategies and projects that require impact assessments, tests and implementation

Professional Development

• Meet training responsibilities by attending scheduled trainings
• Develop, maintain personal knowledge base of and adhere to procedures, business processes, and relevant application systems of own area of responsibility
• Seek opportunities to improve knowledge, skills, and performance
• Be receptive to developmental feedback and strive to eliminate discrepancies between required competencies and current abilities

Team Performance

• Contribute to team effort and assist co-workers as needed to balance workloads
• Help to create a work atmosphere conducive to a high degree of integrity and teamwork
• Work both independently and as a team leader
• Cross train with other processors to provide backup and knowledge of other business areas

Participate in organizational activities promoting CREDO and team engagement

Qualifications

Qualifications:

• 8-10 years work experience in Customer service, User experience or Global Procurement related field

Professional competencies

• Strong leadership and experience in stakeholder management.
• Strong team working and relationship building skills
• Excellent communication and interpersonal skills for daily operations and interfacing with internal and external customers
• Ability to read, understand, verbally exchange information and compose written material for business purposes in English
• Ability to express ideas and information in an organized and logical manner
• Ability to prioritize own workload
• Ability to work and communicate with management on resolutions of issues or decision making

Functional competencies

• Excellent processing skills with an eye for detail and accuracy
• Proven knowledge of Vendor Master Data process is desirable

Ability to use computer applications as required – Microsoft applications (Word, Excel, Powerpoint, Outlook), SAP skills is desirable