Hot Senior : Global Services - Service Performance Lead

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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.

Global Services Service Performance Lead – EMEA
Location: Prague
Full time permanent contract

The Service Performance Lead – EMEA, is a leadership role within the Global Services J&J. The primary purpose of this role is to partner with service delivery leaders (HR, finance, procurement) in EMEA to deliver data analytics and insights, and to identify and drive performance improvements. In this role you would widely collaborate cross-region and cross-organization. You would be also responsible for team of Service Performance Analysts.

Major Duties & Responsibilities:
• Deliver data analytics and insights on GS Service Delivery performance
• Collaborate with Service Delivery to lead the development of service performance across J&J GS, including service catalogs, metric development/updates, performance reporting, dashboard management, and benchmarking
• Collaborate and engage with J&J GS leaders to ensure that service performance programs are aligned with functional and shared services strategic initiatives and plans
• Shape and contribute to the Service Performance & Reporting strategy, methodologies, brand and reputation
• Model the service performance organization’s customer service mindset and reinforce the vision and direction of the long-range plan for the J&J GS organization
• Be an effective leader for the Service Performance Analysts
• Drive business knowledge and the overall GS operating model across the capability and team members
• Contribute positively to a knowledge sharing environment by documenting and sharing all relevant working experiences with issue resolution for training future reference

• Experience with similar job on the managerial level
• Experience in a global services/shared services or BPO organization required
• Experience with service performance, including metrics, performance reporting and dashboard experience (including management of tools) required
• Experience with people management
• Experience with continuous improvement methodology, project management preferred
• Experience working across multiple geographies, functions, organizations
• Ability to establish a culture oriented on customer experience
• Track record of driving business results – identifies and capitalizes on opportunities, identifies risks/issues, assesses implications, formulates recommendations, and drives sound decisions that deliver results
• Passionate about building a “Best in Class” shared services organization that drives business success
• Proven ability to influence others and drive change, across a matrix organization

We offer:
• A challenging and interesting job in one of the biggest global healthcare companies
• An opportunity to make an impact with your actions
• Possibilities for own further development and growth
• Many opportunities to participate on different projects and drive our growth further
• Motivating remuneration and annual bonus

And there is more…:
• 5 weeks of vacation
• Home office
• Flexible working hours
• Meal vouchers
• Flexi Passes
• Life and accident insurance
• Pension contribution
• 8 weeks fully paid parental leave
• Contribution for language study
• Contribution for Prague public transportation
• Contribution for illness leave
• MultiSport Card
• Referral Award
• Refreshment in the workplace
• Sickdays
• Customer card to Makro Cash&Carry
• Free fitness lessons
The benefits are regulated by internal policy which contains the full details regarding the entitlement and conditions for the benefits.

How to apply:
If you are interested in this role and you fulfill the requirements set above, do not hesitate to send us your structured professional CV and short cover letter in English.

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