Johnson & Johnson Careers

Head of Total Rewards Delivery, Asia Pacific

Manila, National Capital
Human Resources

Job Description

Requisition ID: 1805654827W

Position Summary

The Total Rewards ASPAC Leader has overall responsibility to lead and direct the regional delivery of Total Rewards services. He/she is accountable for the effective management of Total Rewards services measured by resolution of service requests within defined time periods, levels of accuracy and quality standards; meeting established cost to serve rates and customer satisfaction levels. The Total Rewards ASPAC Leader is accountable for leading a team of professionals that provide accurate and timely services. They foster a culture of rigorous adherence to standards, process excellence and continuous improvement.

Major Duties and Responsibilities

Leads the delivery of the Regional Total Rewards operational activities, and maintains a strong knowledge of best practices.
• Serves as a role model for high quality customer service; ensures that the needs and expectations of all customers are consistently met or exceeded.
• Leads triage, drive resolution or escalation of operationally complex TR issues.
• Resolves complex process and policy inquiries requiring higher level knowledge and authority and/or interaction with third parties
• Collaborates and engages with Regional HR leaders, including HR business partners, to ensure that TR programs and operations are aligned with Corporate Services TR and Global Services HR initiatives and plans.
• Partners with Global Services HR leaders in Talent Acquisition, Employee/Labor Relations, Workforce administration and Learning & Development to support efficient delivery of Total Rewards Processes.
• Ensures effective integration of new support requirements into the Regional TR team as they are introduced by HR special projects and initiatives.
• Maintains and provides operations and issues updates/reports to the Global Services Leadership team and the Regional Global Services HR Lead.
• Ensures third-party vendors administering Benefits programs are delivering in line with expectations & SLA’s
• Ensures delivery of compliance activities to meet local/external legislation (labor laws, employment laws, Sox, etc.) as well as internal standards (GIA, global standards, etc.)
• Oversees and executes the long-term operational strategy, methodology, and management of Total Rewards Services. Translates global TR strategy into Regional plans to increase the effectiveness of services while improving customer experience.
• Directs the consistent delivery of TR Services and processes effectively, efficiently and meeting customer experience standards within the region.
• Responsible for TR Services ongoing operations within the region. Total Rewards Services includes but is not limited to Market Analysis, Salary Structure development, Compensation Planning, Benefits, TR consulting, Recognition, TR M&A Support, Manager & Employee training & Communications.
• Models the HR organization’s customer service mindset and reinforces the vision and direction of the long-range plan for the Global Services, HR organization in close collaboration with TR Leaders in Corporate Services.
• Builds an extensive external professional network to maintain an appropriate view of the workplace and marketplace
• Leads and guides the regional GS TR team, coaching the team, building skills/capabilities and managing team performance in a matrixed, multiple reporting lines environment.
• Monitors team member’s workload and performance, ensuring proper assignment of cases and workload balancing to deliver targeted Service Levels.
• Develops staff capability, knowledge, skills and understanding of the region and TR Services by organizing frequent functional/ operational training and knowledge sharing activities for members of the team.
• Provides leadership, direction, coaching, feedback, to, and, where appropriate, discipline of team members
• Selects, interviews and hires TR team members
• Drives team engagement and high performance.
• Promotes a Credo-based culture that is diverse and inclusive.
• Defines, models and enforces standards for maintaining a confidential and sensitive work environment
• Understands the Key Performance Indicators and operational metrics that are critical to managing service delivery in order to achieve Service Level Agreements and meet customer service standards
• Manages and monitors operational data and reports daily; constantly communicating performance to the team, and actively working to identify and implement interventions to maintain service standards.
• Implements operational practices and reports, including quality audits, standard and ad hoc reports in order to identify issues and takes actions to achieve performance goals and targets.
• Implements continuous improvement opportunities to enhance services by reviewing and revising operational processes, policies, standard operating procedures and work instructions and introduce key improvement plans for execution.


• Bachelor's Degree Holder
• 8-10 years progressive HR and Total Rewards experience (Compensation, Benefits, Retirements / Pensions, Recognition), preferably within shared services environment
• At least 5 years of people management experience 
• Operates with a global mindset with the capability to understand and correctly represent the needs of the countries within the region
• Proven success in working in an international virtual team.
• Positive, collaborative and has a track record of building and leading a cohesive, and focused team
• Has established a culture focused on speed, accountability and continuous improvement while building employee-centric repeatable and sustainable processes
• Relationship management, coaching and collaboration skills, with leaders at all levels and key stakeholders
• Experienced in shaping solutions, able to communicate with and establish strong partnerships with internal and external stakeholders to ensure the effective execution of integrated HR solutions across the enterprise
• Experience using Service Center technologies, ticket management, knowledge management, telephony / IVR, document management, etc.
• Leverages critical business and HR analytics and reporting within an HR function to manage and monitor performance and business results
• Strong capability in assessing, hiring, developing and coaching talent; developing a high performing team.
• Strong business acumen. Identifies and capitalizes on opportunities, identifies risks/issues, assesses implications, formulates recommendations, and drives sound decisions that deliver results
• Strong understanding of HR Operations
• Strong knowledge of Human Resource Information Systems and applications (e.g. ERP, HRIS, Applicant Management Systems, etc.)
• 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
• Excellent written and verbal communication abilities; formal presentation and facilitation skills
• Can be trusted to maintain confidential information

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