Customer y Employee Satisfaction Lead

En Johnson & Johnson, la compañía de cuidado de la salud más grande del mundo, nos unimos con un propósito: transformar la historia de la salud en la humanidad._
- La diversidad y la inclusión son esenciales para continuar construyendo nuestra historia de pioneros e innovación, que ha estado impactando la salud de más de mil millones de pacientes y consumidores todos los días durante más de 130 años. Independientemente de su raza, creencia, orientación sexual, religión o cualquier otro rasgo, TÚ eres bienvenido en todos los puestos vacantes en la compañía de cuidado de la salud más grande del mundo._
- Cuando te unes a Johnson & Johnson, tu movimiento podría significar nuestro próximo avance._
- Nuestra visión es ser la mejor organización de salud y bienestar de su clase, aprovechando la estrategia comercial para ofrecer ventajas competitivas y crear valor para el consumidor, el cliente y J&J. Como parte de una de las compañías de atención médica más grandes y diversas del mundo, nuestras marcas aprovechan las herramientas de investigación y la capacidad científica de clase mundial para proporcionar a los consumidores de todo el mundo medicamentos innovadores la piel, bebés y soluciones esenciales de salud._
- Mereces trabajar en un lugar donde te sientas bien y bienvenido._

**Estamos buscando al mejor talento para la posición CUSTOMER Y EMPLOYEE SATISFACTION LEAD que estará localizada en **[Location]**.**

**Propósito**:
The Requisition-to-Pay (R2P) Customer/Employee Satisfaction Lead and team will be responsible for managing the interactions between the Wipro AskGS team, R2P team, Sourcing, Support Areas and requestors/business. The main task will consist in focusing on increasing the user/employee satisfaction, ensuring AskGS/GSP teams are updated with necessary process changes, and ensuring availability of all necessary documentation and materials to provide high level service. This team will be responsible for the E2E NPS metric.

The Requisition-to-Pay (R2P) Customer/Employee Satisfaction Lead will be responsible for ensuring a seamless experience for the requestor/business partners/employees when using AskGS to address questions related to R2P Requisition, Payment, Sourcing services by coordinating the process/interactions with whom correspond to solve and provide a timely, clear and appropriate response.

The Requisition-to-Pay (R2P) Customer/Employee Satisfaction Lead will be responsible for transitioning new activities to the AskGS team, monitoring performance and working on providing continuous improvements. It will lead Regional and/or Global initiatives ensuring flawless execution. Requisition-to-Pay (R2P) Customer/Employee Satisfaction Lead will participate on global projects and will be in interaction with global network of R2P AskGS teams, as well as serve as a training liaison for GSP LATAM.

You will partner with our Service Provider Management team to ensure our Wipro service providers are maintaining a level of service as documented in our contract. It is accountable for organizing, maintaining, and directing all reporting activities and functions. It monitors the preparation and distribution of timely and accurate operating data and analysis for internal management. Compiles data for managerial reports as required. It supports the analysis and interpretation of results and suggest changes or improvement based on data. It monitors and facilitates month-end and year end close activities.

You will focus on to improve the Employee Experience, encouraging R2P employee engagement, focusing on creating a great working environment for the area to get the most out of our teams. An employee experience will help to define R2P culture based on employee experiences and feedbacks. You will also work in meaningful changes/activities in areas that can create consistently good employee experiences.

Responsible for developing, coaching, and engaging direct reports to build a high performing team. It will have responsibility for managing a group of Associates. This will include (but not limited to) standard HR and talent responsibilities (i.e. performance management, succession planning, organizational assessments) as well as the increasing the skill set of the role. (i.e. training, performance development).

**Principales responsabilidades**:
**Talent Management**
- Manage the training and development of organizational talent
- Conduct talent and organization analyses, assess change impacts, and support change management integration activities
- Create and manage training plans, talent development initiatives, communication plans, and succession planning activities
- Communicate procurement organization strategy, policies, and organizational competencies
- Oversee selection, interview, hiring, and onboarding process for project management resources as required.
- Provide leadership, direction, and coaching to team members as required to drive successful project outcomes.