Johnson & Johnson Careers

GS Finance Service Delivery Manager for Outsourcing Operations

Manila, National Capital

Job Description

Requisition ID: 1805649528W

The GS Finance Service Delivery Manager for BPO is responsible for managing and overseeing end-to-end service delivery for across all business sector(s) and countries in Asia (Manila and Suzhou) outsourced to an external business partner of J&J (3rd Party – BPO)

Reporting Relationship
  • Reports to directly: GS Finance ATR Senior Manager
  • Direct reports from: GS Finance ATR Team Lead(s)

Principal Accountabilities (external-focused with internal J&J view)


Policy and Strategy Development

  • Develop ATR policies and procedures, deploy and monitor compliance by BPO (3rd Party - BPO).
  • Participate in strategic planning and budgeting for GS Finance as required.
Process Management
  • Manage the day-to-day services of the BPO (3rd Party - BPO), including all the coordination related to the service delivery performance, commercials and various initiatives.
  • Drive the internal governance process with key J&J stakeholders.
  • Serve as a single point of contact for BPO-related matters.
  • Optimize the value of the BPO contract for J&J.
  • Manage and coordinate all change orders - process and control alignments, business initiatives.
  • Ensure all action plans related to the BPO (3rd Party - BPO) contract are meeting deadlines and quality expectations.

Internal and External Representation

  • Work closely together with other Service Delivery Managers to ensure best possible communication and interaction with BPO (3rd Party - BPO).
  • Develop, build and maintain relationships with all markets, business sector(s) and Centers serviced by the BPO (3rd Party - BPO).
  • Ensure BPO (3rd Party - BPO) service delivery performance is meeting contractual and operational targets.
  • Act as back-up of ATR Manager on Operations.
Continuous Improvement
  • Collaborate with BPO and internal J&J stakeholders to identify, drive and deliver standardization opportunities.
  • Collaborate with BPO and internal J&J stakeholders to identify, drive and deliver continuous improvement opportunities.
  • Proactively get involved in determining and implementing best practices.
Team Performance
  • Ensure team members have the appropriate skills, supporting tools and technologies to enable them to deliver excellent customer service.
  • Provide leadership, coaching, training and guidance team so they can proactively carry out their role to the highest possible standard.
  • Manage and monitor team performance on a regular basis to ensure that service levels and targets as defined in Service Level Agreements are met; and take corrective action when required.

Work planning and Resource Allocation

  • Develop and manage work schedules and activities, back up procedures and staffing requirements to ensure coverage at all times.
  • Pro-actively allocate resources as required, including job rotation and cross training to facilitate knowledge sharing.
  • Create an environment that allows team members to grow and be continuously challenged.
Team Development
  • Develop, manage and adjust team goals.
  • Develop team using an on-going coaching, objective setting, personal development and performance assessment and feedback sessions.
  • Assist in recruitment, retention and motivation of staff as required.

Personal Career Development

  • Work with Supervisor to set personal goals and objectives
  • Meet training responsibilities by attending scheduled training
  • 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
Professional Work Ethic
  • Maintains high degree of professional conduct at all times
  • Adheres to established office hours, policies, and dress code
  • Promptly advise supervisor of absences no later than start of business hours
Audit and Compliance
  • Support auditors and legal authorities with the execution of required activities – ensure staff are available as required.
  • Ensure current processes, systems, databases and information security are up to date and comply with current legislation.


  • University degree in finance related field or equivalent
  • Professional certification (e.g. CPA) required
  • At least 6-8 years experience in the Record to Report function
  • Has some experience in Accounts Payable and Accounts Receivable desired
  • At least 5 years in a management role
  • Experience in shared services center of a multinational corporation is required
  • Experience in a shared service "Governance" of a multinational corporate is required
  • Read/Write/Speak fluent English

Key Competencies

Corporate values
  • Demonstrates traits and behaviours in line with J&J Credo
Professional competencies
  • Strong leadership and management skills – planning, organization and direction of employees
  • Strong coaching and counseling skills
  • Ability to motivate and cultivate strong unified team
  • Excellent interpersonal and relationship building skills to help shape and model the desired culture
  • Excellent oral and written communication skills
  • Quantitative and analytical skills for problem solving and issue /risk mitigation
  • Innovates and effects continuous improvement
  • Strategic thinking and plans for the long term success of GS Finance
  • Proven ability to manage and lead teams during a period of significant change
  • Proven ability in advising Directors and Senior Management regarding complex and sensitive decisions
Functional competencies
  • Strong knowledge of finance and accounting principles and processes, preferably supported by previous shared services management experience
  • Strong knowledge of concepts, principles and procedures of Finance processes
  • Ability to build strong internal and external customer relationships
  • Ability to identify areas of improvement to work effectiveness and efficiency, and drive necessary action to completion
  • Positive attitude and mindset towards constant change
  • Ability to use computer applications as required – Microsoft application, SAP, and others 

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