NA Employee Relations Delivery Team Lead

hace 17 horas


Bogotá, Bogotá D.E., Colombia Johnson & Johnson A tiempo completo
About the Role

Johnson & Johnson is seeking a highly skilled and experienced NA Employee Relations Delivery Team Lead to join our team in Bogotá, Colombia. As a key member of our Employee Relations and Labor Relations (ERLR) Function, you will play a critical role in shaping the global employee experience and driving business success.

Key Responsibilities

The NA ERLR Delivery Team Lead will be responsible for:

  • Case Management and Daily Operation
    • Oversee efficient and accurate case assignment and prioritization by the ERLR Delivery team
    • Define case work that can be managed and resolved by the ERLR Delivery team or support/escalation from an ERP is required
    • Ensure integrity, completeness, timeliness, and accuracy of transactions & documentation managed by the ERLR Delivery team
    • Update the knowledge management system with new available documents or guidelines
    • Proactively monitor the cases to be able to determine if any action is needed (time, quality)
    • Responsibility for delivering upon agreed SLAs and overseeing NA ERLR team KPI performance
    • Providing an escalation point and support in complex cases
    • Lead the teams and daily operation to achieve agreed SLAs, quality and costs
    • Train other HR teams and business if needed on relevant internal processes and changes in legislation or internal documents
    • Ensuring policy and legal compliance
    • Enforcing sensitivity and confidentiality with employee personal data
  • People Management
    • Lead and develop a team of six ERLR Analysts
    • Talent development
    • Performance management; identification of potential performance issues
    • Work distribution and controls
    • Provide daily and monthly performance feedback and coaching; monitor the development and training needs of the team members
    • Lead and oversee huddles and distribution of workload
  • Project Management and Continuous Improvement
    • Participate on various ERLR projects based upon an agreement with NA ERLR Leadership
    • Drive improvements, user experience, effectiveness and efficiency
    • Participate on Global ER/LR projects
    • Drive automation and IA within NA ERLR team
    • Drive continuous improvement projects in the area of responsibility
    • Provide insights and intelligence with respect to trends and opportunities, and focus on enhancing overall metrics & customer satisfaction
    • Continue work on standardization of Regional HR processes
    • End to end process overview
    • Proactively gain feedback from the business, employees and managers
    • Work on customer experience improvements; closely cooperate with other HR teams, especially People Experience Operations teams and Contact Center team
    • Provide feedback to the other HR teams about challenges and opportunities


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