Johnson & Johnson Careers


Manila, Philippines
Customer Service

Job Description

Requisition ID: 1805629873W

The Reporting & Data Analytics Lead is a leadership role within the GS Strategy & Operations organization.
The Reporting & Data Analytics (R&DA) Lead will serve as the Compass Solution Product Owner. The Compass solution is The Global Services Data & Analytics platform that enables GS to measure, analyze and derive insights to improve process performance, service experience and business outcomes.
The R&DA Lead is responsible for maintaining, developing, and governing the Compass solution. The solution will leverage a suite of proven technologies to deliver standard and ad-hoc reporting and data analytics:
  • Alteryx for data transformation
  • Corporater for standard dashboards
  • Tableau for dynamic data analytics
    The lead will have direct reports who will deliver product maintenance and development, and governance and demand intake management.
    The Data & Reporting Lead will also be responsible for managing the change requests and development demands for the solutions, and governing according to business needs and prioritization.  
    The role will collaborate and coordinate with the Service Performance capability to advance the reporting and data analytics needs in GS, and partner with other reporting teams/organizations (mostly functional reporting teams) within J&J, and with J&J IT, on an ongoing basis.
    The Lead will help shape and contribute to the service performance strategy, methodologies and overall agenda and priorities.
    This role will report to the VP, Global Services Excellence Lead.
Major Duties & Responsibilities
  • Engage and collaborate with Service Delivery on performance metrics
  • Deliver data analytics and insights on GS Service Delivery performance
  • Collaborate with Service Delivery and GPOs to lead the development of service performance across J&J GS, including service catalogs, metric development/updates, performance reporting, dashboard management, and benchmarking
  • Build effective working relationships with Service Delivery
  • Coordinate and influence the execution of service performance activities across the functional delivery and S&O teams
  • Partner with J&J GS leaders and customers to develop service performance tools for new services in J&J GS
  • 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 
  • Identify industry and J&J-internal best practices for Service Performance & Reporting
  • Be the benchmarking source for GS Service Delivery
  • Collaborate within GS, Strategy & Operations, and J&J on key priorities and initiatives
  • Embrace and lead a culture of inclusiveness and multi-cultural engagement through coaching and feedback to peers and the broader community in Global Services in alignment with the J&J’s Leadership imperatives
  • Be an effective leader for the Service Performance Analysts
  • Oversee selection, interview and hiring process for service performance team members
  • Establish effective and relevant Goals & Objectives for the Service Performance Analysts
  • Ensure effective and relevant development plans for the Service Performance Analysts
  • Drive business knowledge and the overall GS operating model across the capability and team members
  • Deliver robust succession planning for the Service Performance capability
  • Provide ongoing coaching and guidance to the Service Performance Analysts
  • Contribute positively to a knowledge sharing environment by documenting and sharing all relevant working experiences with issue resolution for training future reference           

  • Required Minimum Education: Bachelors
  • A minimum of 8 years of related work experience
  • A minimum of 3 year of people malmanagement experience
  • 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 continuous improvement methodology, project management preferred
  • Familiarity with benchmarking and capacity modeling
  • Experience working across multiple geographies, functions, organizations
  • Ability to share data driven insights and influence in an indirect, matrix-based, and virtual environment
  • Strong capability in assessing, developing and hiring talent
  • Proven team creation, development and leadership experience
  • 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

Primary Location
Philippines-National Capital-Manila
Johnson & Johnson International (Singapore) Pte. Ltd. - ROHQ
Job Function
Customer Service
Requisition ID