Global Services Operations Manager
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/.
Global Services Operations Manager
Location: Prague, Czech Republic
Contract: full-time, permanent
We are hiring an experienced Global Services Operations Manager to lead a team of Employee and Labor Relations (ER/LR) Solutions Specialists that is responsible for flawless delivery and execution of the end-to-end ER/LR administration processes for the Europe-Middle East-Africa (EMEA) region. In this role, you will ensure that all service level agreements (SLA) and operational metrics for these processes are met, with a strong focus on standardization, efficiency, and effectiveness of ER/LR operations.
In this role, you will be part of global projects and will be interacting with the global and regional HR networks – partnering closely with HR Business Partners, and other Global Services HR Teams. In this role, you will drive various projects and be active in automation, improvement initiatives, knowledge management, and standardization activities within the ER/LR Solutions Team.
The responsibilities & the impact YOU will have:
Operations management
- Manage the day-to-day ER/LR Solutions activities delivered out of the Regional Hub/s and other local GSHR locations, maintaining proper staffing levels and team member training required for achieving target performance standards and service level agreements.
- Implement operational reviews and management systems, including quality audits, to ensure compliance to standards and achievement of SLAs, performance, and customer satisfaction targets.
- Ensure that customers, partners, and stakeholders are kept up to date with appropriate, timely, and relevant communication of trends, issues, and services.
- Proactively plan for project, system, and organizational contingencies to maintain business continuity
- Maintain close relationships with all HR partners to ensure tight integration and harmonious ways of working as part of the wider HR operating model.
- Serve as a contact and issue resolution point for senior leadership.
- Proactively gain/seek feedback from the business, employees and managers. Partner closely with other HR teams on customer experience survey results improvements.
- Ensure adherence to local HR policies and legal/compliance requirements. Enforcing sensitivity and confidentiality with employee personal data.
- Continuously work with the other service delivery and GEO teams in the standardization of processes
Project Management
- Implement continuous improvement opportunities to enhance delivery of services by reviewing and revising operational processes, policies, and standard operating procedures and work instructions and introduce key improvement plans for execution.
- Drive improvements on user experience, effectiveness, and efficiency in the area of responsibility.
- Drive automation and AI within the ER/LR Solutions teams
- Identify ER/LR Solutions areas for improvement on daily operational processes
People management
- Manage and empower team members to achieve and exceed service standards by identifying staff performance gaps, allocating time to listen, assess and provide constructive feedback for performance improvement. You will have 2 direct and around 10 indirect reports.
- Lead global, diverse team of talents and enable a Credo-based & High-Performance Culture within team.
- Provide leadership, direction, coaching, feedback, and, where appropriate, discipline to and through team members.
- Lead team engagement to promote achievements and continuous improvement
