Customer Services Process Owner, MedTech Deliver EMEA

3 weeks ago

Dublin, Dublin City, Ireland Johnson & Johnson Full time

Description

Job Title: Customer Services Process Owner, MedTech Deliver EMEA.

Reports to: Deliver Excellence Director

Department: Deliver EMEA

Scope: Regional

Location: EMEA

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at

The DELIVER organization strives to deliver an outstanding customer experience through leading critical customer-facing functions such as distribution, customer service, logistics, and transportation across the Johnson & Johnson Family of Companies.

DELIVER EMEA leads a sophisticated network of Distribution Centres (DCs) and Customer Service centres across Europe, the Middle East, and Africa supporting multiple distribution channels to J&J's broad range of customers.

Purpose of position

Support the MedTech Deliver organization with the ability to assess, design, deploy and measure EMEA regional needs to raise performance and drive continuous improvement in reliability, financial health, and responsive agility to our customers.


  • RESPONSIBILITIES/PRINCIPAL DUTIES (Essential Functions)

  • Sustainably develop, implement & improve business processes and drive regional standardisation across Deliver operations.
  • Own ongoing governance of BPO (business process ownership) for EMEA Deliver business processes.
  • Advances Deliver capabilities (people, process, technology) across the region, prioritizing and leading areas that will enable growth, improve Customer Experience, and drive E2E Supply Chain efficiencies.
  • Develop and perform Maturity / Capability Gap Assessments in the EMEA DELIVER Segment to define opportunities, with multi-functional partners and implement improvements.
  • Champions change management and continuous improvement projects across the DELIVER functions to ensure effective implementation and integration of process improvement initiatives.
  • Drive the deployment of the continuous improvement culture in EMEA Deliver in partnership with functional leadership.
  • Lead and develop trainings for EMEA Deliver Partners in the areas of Performance Management, Metrics, and Customer Service Best Practices in process.
  • Lead relevant community of practices to keep countries aligned and engaged.
  • The role will establish and maintain key partnerships across the Deliver organization to ensure an integrated approach to process improvement, Lean & Faster Forward approaches.
  • Connect, use and learn from global standard methodologies (i.e GDEx, Deliver Operations, Plan) and adapt to regional capability needs.

Qualifications

Education/experience

  • University bachelor's degree or Equivalent
  • Business experience required.
  • Experience working in a global function, navigating through articulated environment, Customer Services and healthcare experience is preferred.
  • Experience in Six Sigma and/or Lean methodologies is required. Certification preferred.
  • Project Management training/certification preferred.
  • Ability to lead & get things done through influence versus line responsibility.
  • Ability to collaborate and build positive relationships internally and externally.
  • Demonstrates organized, analytical approach to problem-solving using proven methodologies.
  • Ability to work independently and take ownership for results and to challenge the norm.
  • Proven experience in successful change management required.
  • Proficiency in English (both verbal and written); other languages an asset.

    Diversity, Equity & Inclusion:

    For more than 130 years, diversity, equity & inclusion (DEI) have been part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Our commitment to respect the dignity and diversity of all is embedded in our Credo.

    We know that the success of our business depends on having the best talent in a workforce that reflects the diverse markets we serve around the world and an inclusive culture that values different perspectives and life experiences. That is why we are working to create an inclusive environment where diverse backgrounds, perspectives and experiences are valued and each one of our people feels that they belong and can reach their potential. No matter who they are. Diversity, Equity & Inclusion at Johnson & Johnson means "You Belong".

    Disclaimer: This job description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job; it is intended to be a reflection of those principal job elements essential for recruitment and selection, for making fair job evaluations, and for establishing performance standards. The percentages of time spent performing job duties are estimates and should not be considered absolute. The incumbent shall perform all other functions and/or be cross trained as shall be determined at the sole discretion of management, who has the right to amend, modify, or terminate this job in part or in whole. This document is not a contract for employment.

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