Sr Associate Experience APAC

This job is with Johnson & Johnson, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

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

Procurement

Job Sub Function

Contract & Processing Services

Job Category

Professional

All Job Posting Locations:

Paranaque, National Capital Region (Manila), Philippines

Job Description

Position Summary

The APAC Experience Sr. Associate is expected to support regional S2S operational issues reported through ASKGS Channels by partnering with BU Procurement, S2C, Payment, VMD and UAM teams to drive daily operations excellence. This role will focus on facilitation of regional trainings process to conduct high-quality knowledge educations to business users and suppliers, he/she is also responsible for establishing and updating Experience Contents on each Procurement related platforms. The Experience Sr. Associate also helps monitoring ASKGS service quality and sustainability, and support/lead deploying Experience improvements / initiatives / projects to drive consistent frictionless experience to internal and external customers.

Major Duties & Responsibilities

Training and Content Management (50%):

• Produce/update User / Supplier training contents, manage annual training calendar to ensure all the planned sessions are delivered on time with high quality
• Establish connection 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
• Meet training responsibilities by attending scheduled trainings for new and updated process handling
• Execute centralized management of APAC Contents, including drafting, reviewing, approving, deleting and storing, managing whole life cycle of APAC Contents.
• Proactively partner with each operational team and Global content team to drive high efficiency, accuracy and innovation of content management.
  
  

• Help deliver operation excellence and maximize customer service satisfaction by reviewing case volumes (closed/aging) and audit quality, survey responses and feedback from end-users/customers
• Lead or support 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
  
  

• 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
• Perform special projects and related duties as assigned
  
  

• Develop, maintain personal knowledge base of and adhere to procedures, business processes, and relevant application systems of own area of responsibility
• Seeking opportunities to improve knowledge, skills, and performance
• Be receptive to developmental feedback and strive to eliminate discrepancies between required competencies and current abilities
• Contribute to team effort and assist co-workers as needed to balance workloads
• Cross train with other processors to provide backup and knowledge of other business areas
• Participate in organizational activities promoting CREDO and team engagement
  
  

• Required Minimum Education: Bachelors Degree
• At least 2 years of professional experience in Procurement is preferred
• Hands-on experience in training facilitation and content development/management
• Strong background in identifying, communicating, and resolving critical user support issues with thorough root-cause analysis.
• Positive-minded, collaborative interpersonal skills and leadership qualities are necessary to build a cohesive, and focused team.
• Can establish connection with leaders and key stakeholders or users/employees at all levels.
• Excellent written and verbal communication abilities; formal presentation and facilitation skills
• High results orientation and ability to motivate team to high levels of performance.
• Uncompromising commitment to client and customer satisfaction
• Ability to provide clear direction quickly and on-demand
• Ability to work effectively in a fast-paced environment, handle multiple projects, and daily planned and unplanned operational activities
• Can be trusted to maintain confidential information