Business Solutions Americas, Lead Specialist

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:
Human Resources

Job Sub Function:
HR Operations

Job Category:
Professional

All Job Posting Locations:
Bogotá, Distrito Capital, Colombia

Job Description:

The Lead Specialist, Business Solutions Americas, will play a pivotal role in collaboratively orchestrating and enabling the seamless execution of complex HR processes and operations.  Primary focus will be North America, with support to the America’s as needed.

Working closely with HR customers, the Regional Hub(s), Contact Center, and other GSHR teams, this role will ensure the smooth delivery of end-to-end employee experience, particularly when addressing broken processes or operations that didn't work.

Additionally, this role will support complex business transformation initiatives within the region.

The position will play an active role in handling complex escalations and cases, collaborating with teams across the GS ecosystem to deliver a seamless experience for employees and managers using GS HR services.

This will involve incorporating insights and voice of the customer to collaborate with other HR teams in identifying opportunities for process improvement that help shape and advance the BSG agenda.

Active participation in key projects and initiatives will be required, providing design expertise and alignment to ensure effective outcome leveraging data and insights to inform decision-making and continuous improvement.

Maintaining confidentiality, trust, and integrity in dealing with sensitive matters is paramount for this role, while adhering to established standards, guidelines, and agreed service level agreements (SLAs).

Compliance with local HR policies and legislations will also be a key responsibility.

Business engagement, stakeholder management and customer experience


* Execute predefined HR processes end-to-end with accuracy and adherence to established SLAs.


* Serve as a first point of contact for more complex escalations and cases; creating the connections within our ecosystem to find resolution.


* Collaborate with regional hubs, the Contact Center, and GSHR teams to ensure consistent service delivery and smooth handoffs.


* Log, track, and monitor escalations; coordinate with cross-functional teams to resolve issues within agreed timelines.


* Gather and document employee/customer feedback and voice of the customer insights to inform ongoing process improvements.


* Support mid-to-large-scale ...