Senior Manager Deliver Excellence

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

Customer Management

Job Sub Function

Customer Service Operations

Job Category

Professional

All Job Posting Locations:

Petaling Jaya, Selangor, Malaysia, Singapore, Singapore

Job Description

Johnson & Johnson is recruiting for a Senior Manager Deliver Excellence. The role is expected to provide strategic direction and oversight for the CS hub transformation and operations. The individual will work with business to frame a scale up strategy for the hub and work with various partners like clusters and technology teams to develop the future footprint as well as optimize the current operations through lean and operational excellence tools.

The Individual will develop and drive capability and operational excellence and monitor team efficiency, effectiveness based on pre-determined organization performance metrics. He/She will be responsible for providing oversight, direction and monitoring performance for transactional activities. This person is expected to have a thorough understanding of all transactional processes performed by direct reports and understanding overall Customer Logistics and Service (CLS) organization. Individuals will oversee enabling infrastructure including Workforce Management, Knowledge and Improvement Management, Training Quality Management, etc. Individuals will be responsible for attracting, developing and retaining talent, supporting employee development and maintaining a collaborative environment. The Manager is expected to enable strong relationships and collaboration across functions (Key Commercial Business units, Supply Chain, Finance, Shared Services.) as needed to be customer centric.

Responsibilities

• Responsible for one Cross BU strategy in the area of working
• Responsible for service delivery metrics, interpretation and associated strategic decision making to develop action plan with Deliver Leadership team.
• Tracking of KPI’s such as OTIF, Fill Rate, Backorders, Returns, Rush Orders and Complaints.
• Provide oversight and technical direction for order management, inquiry management, and invoice management activities performed by employees.
• Responsible for budget elaboration (P&L) and guarantee the achievements of expense targets approved with Deliver leadership and Finance area.
• The Manager will be responsible to attract, develop and retain talent to the operating team, constant technical training and maintain a collaboration environment amongst employees.
• Responsible for ensuring compliance with Processes and developing projects improvements.
• Supervise a team of professionals by attracting talent (interview, hire and train employees); developing talent and retaining talent (appraises performance, engages in transparent conversation with employees, rewards and discipline employees, addresses complaints and resolves problems).
  
  

Qualifications - External

• Bachelor’s degree in project management, engineering, business, finance, operations management, or supply chain.
• Minimum of 8 to 10 years of experience in Supply Chain, Strategic Operations or Project Management.
• Strong leadership, influencing, and interpersonal skills.
• Ability to communicate clearly and concisely across all levels of the company in English.
• Knowledge of quality/compliance, supply chain, operations, and logistics.
• Function-wide Initiative(s)
• Cross-Functional Experience
• Cross- Sector Exposure/Experience
• Enterprise-wide or sector-wide JJCS Initiative(s)
• Exposure/Experience in functions outside JJCS
• Project Management Experience
• Regional/ Global Experience
• People Development
• Required Knowledge, Skills and Abilities: (Include any required computer skills, certifications, licenses, languages, etc.)
• Technical skills: MS Office, SAP, J&J Customer Connect
• Office skills: Standard office telephone, Email, Outlook
• Professional skills: Ability to make quick decisions; Perform efficiently and effectively; Deal with multi-source of information Demonstrate proficiency in written and oral communications, People leadership.
  
  

Required Skills

Preferred Skills:

Consulting, Customer Centricity, Customer Relationship Management (CRM), Customer Satisfaction, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Emotional Intelligence, Fact-Based Decision Making, Organizing, Process Optimization, Quality Auditing, Standard Operating Procedure (SOP), Technical Credibility