Sr. Associate, Experience APAC

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 https://www.jnj.com

Job Function:
Procurement

Job Sub Function:
Contract & Processing Services

Job Category:
Professional

All Job Posting Locations:
Paranaque, National Capital Region (Manila), Philippines

Job Description:

Position Summary

The APAC Experience Sr.

Associate is expected to support regional S2S operational issues reported through ASKGS Channels by partnering with BU Procurement, S2C, Payment, VMD and UAM teams to drive daily operations excellence.

This role will focus on facilitation of regional trainings process to conduct high-quality knowledge educations to business users and suppliers, he/she is also responsible for establishing and updating Experience Contents on each Procurement related platforms.

The Experience Sr.

Associate also helps monitoring ASKGS service quality and sustainability, and support/lead deploying Experience improvements / initiatives / projects to drive consistent frictionless experience to internal and external customers.

Major Duties & Responsibilities

Training and Content Management (50%):

1. Produce/update User / Supplier training contents, manage annual training calendar to ensure all the planned sessions are delivered on time with high quality

2. Establish connection with market stakeholders and heavy users to collect pain points, frequent topics and improvement ideas to enhance training materials.

3. Design and manage Training Feedback mechanism to consistently reflect and improve Trainings

4. Meet training responsibilities by attending scheduled trainings for new and updated process handling

5. Execute centralized management of APAC Contents, including drafting, reviewing, approving, deleting and storing, managing whole life cycle of APAC Contents.

6.

Proactively partner with each operational team and Global content team to drive high efficiency, accuracy and innovation of content management.

Operational Management (30%):

1.

Help deliver operation excellence and maximize customer service satisfaction by reviewing case volumes (closed/aging) and audit quality, survey responses and feedback from end-users/customers

2. Lead or support governance discussions with relevant stakeholders in the respective markets, execute Voice of the Customer (VOC) action plan, working as active role between users and GS Procurement

3. Identify, resolve and communicate critical user support issues in a timely manner, maintain professional attitude during service delivery and resoluti...