Business Solutions Strategic Analyst

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Job Description

The Business Solutions Strategy Analyst will assist in executing a coordinated strategy for the global management and integration of changes to Global Services (GS) systems including, but not limited to, existing Customer Relationship Management (CRM) and telephony applications ( or SFDC / Genesys ) . The Business Solutions Strategy Analyst will create and maintain dashboards, performance reports, and provide analysis based on requirements outlined by Service Experience Enablement departments; assist in the development of global Business Solutions strategy across the J&J GS organization with a focus on metrics, continuous improvement, quality and optimization of technology.

Main Responsibilities:

  • Support the development of GS technology capabilities and new service delivery in J&J GS Regional hubs;
  • Work with Continuous Improvement and various business units, identify areas for improvement and recommend appropriate updates and changes to leadership;
  • Conduct process evaluations and best practice reviews;
  • Develop root cause analysis and business case for proposed technology, staff and structure changes;
  • Implement and reinforce continuous improvement practices to improve process performance and service quality across the end to end process across all regions;
  • Consult on service delivery and performance issues; actively work to identify and implement interventions to improve services of users within the SFDC and Genesys environments;
  • Contribute positively to a knowledge sharing environment by documenting and sharing all relevant working experiences with issue resolution for training future reference; and
  • Communicate and interact effectively with team members; develop credibility and trusted mutually respected relationships with customers, supervisors, and team members.

  • 3 years of experience in a BPO / Contact Center / Shared Services environment
  • 5+ years of experience in metrics development, performance reporting, and dashboard development (including management of tools) in a Contact Center / BPO / Shared Services setting
  • High level of proficiency in MS Excel and other database generating applications
  • Exposure to or previous experience in an Agile / Scrum setting
  • Familiarity with the development of Root Cause Analysis
  • Expert knowledge in data analytics and process / continuous improvement methodologies (e.g. Lean, Six Sigma, etc.).
  • Ability to create ROI for new projects and ideation
  • Demonstrated experience in working, interacting, and collaborating in a global (multi-geographical) environment
  • Ability to influence in an indirect, matrix-based, and virtual environment
  • Ability to establish a culture oriented on customer experience
  • Track record to drive 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
  • Strong presentation skills; can speak across various forums and communicate to broad, diverse audience.
  • Willing to work in Paranaque City
  • Willing to work on a night shift

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