At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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 .As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.Job Function:Customer ManagementJob Sub Function:Customer Service OperationsJob Category:ProfessionalAll Job Posting Locations:Bogotá, Distrito Capital, ColombiaJob Description: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/.Execute basic activities for the EdTech educational teams and in some cases for regional activities, as well as other planned activities by the company that include services for HCPs participants in events and faculties.Job DescriptionThe ASSOCIATE EXPERIENCE PEX LATAM cooperates with the R2P Customer & Employee Satisfaction lead, being the “single point of contact” (SPOC) for interactions between the Wipro AskGS team, RM, S2C, 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.ASSOCIATE EXPERIENCE PEX LATAM 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.ASSOCIATE EXPERIENCE PEX LATAM will be responsible for transitioning new activities to the AskGS team, monitoring performance, and working on providing continuous improvements. It will support Regional and/or Global initiatives ensuring flawless execution. Requisition-to-Pay (R2P) Customer/Employee Satisfaction Associate will participate in 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.Compiles data for managerial reports as required. It supports the analysis and interpretation of results and suggests changes or improvement based on data. It monitors and facilitates month-end and year end close activities.You will work together with leadership focus on to improve the Employee Experience, encouraging PEX employee engagement,



focusing on creating a great working environment for the area to get the most out of our teams.Major Duties & ResponsibilitiesTalent ManagementManage the training and development of organizational talentConduct talent and organization analysis, assess change impacts, and support change management integration activitiesCreate and manage training plans, talent development initiatives, communication plans, and succession planning activitiesUser Management process: main functions related to the user access to systems and also related to procurement process:USER ADMINISTRATION PROCEDUREBULK USER MOVE PROCEDUREPO FORCE CLOSE PROCEDUREDELEGATION PROCEDURE ON BEHALF OF OTHERSDM - PO REOPEN PROCEDUREDM - MASSLOAD PROCEDURE SUPPLEMENTAL VALID VALUESGROUPS PROCEDUREPO MANAGEMENT PROCEDURESHIPPING ADDRESS PROCEDUREFUNCTIONAL AUDIT PROCEDUREREPUSH PROCEDUREPROCEDURE FOR CREATING PR IN QA ENVIRONMENTWEBMETHODS PROCEDUREVISION REPORTING PROCEDUREGRAPHNET ORDER PROCEDURE - IMPORTSOX AUDIT REPORTING PROCEDUREBPO ManagementHave a high level of knowledge related to the end-to-end requisition to pay process to collaborate with internal and external stakeholders to develop strategy and improve processesManage and monitor the performance of the team and define improvementsParticipate and lead regular calls with AskGSParticipate in global AskGS/PEX/GS process meetingsManage and review theregular checks of AskGS teams (audits)Manage the escalation points for aging and escalated cases and determine root cause and trendingReceive, analyze, and resolve procurement process inquiries and disputesMap and define processes if necessaryCreate scripts/process documentation and training materialsDocument process and training, and ensure appropriate knowledge transfer within the GSP, AskGS teamsWork with the different areas to ensure issue resolutionWork with IT to make root analysis and solve issues in a timely mannerSupport data and analytic requests related to AskGS performance for GS leadershipDefine a culture of continuous improvement and implement projects with a regional/global focus on improving customer service levels and customer perception of the AskGS team and General ServicesIdentify / Develop best practices & leverage across affiliates to ensure effective & efficient deployment of standard processes within affiliatesGather and analyze AskGS processes and service performance data, perform root cause analysis, use benchmark data and best practices to identify opportunities for improvements.Track & report benefits achievedEnsure appropriate Change management and Communications are implemented in any initiativeCustomer ExperienceSupport Lead customer service recovery initiatives in partnership with AskGS and PEXFocus on increasing satisfaction surveys’ resultsWork constantly on collecting user feedback and work on improvementsImplement framework to identify and target user experience improvement opportunitiesDefine training program for GSP areas and User/GSP teams and stakeholders,



to ensure align and flawless process and experienceSupport and provide ideas to develop a new Employee experience programCreate and ensure a proper onboarding new employees and refresh programsCollaborate with the company’s internal stakeholders so that organizational policies are effective and correctly carried out.Support leadership to help define the PEX culture based on employees’ experiences and feedbackDefine data collection approach, collect, and review data, evaluate progress against targets, and update ongoing performance metrics reportingPEX Business Partnering and Stakeholder ManagementEnsure connection to stakeholders to ensure appropriate service is provided.Connect with key stakeholders to ensure alignment, identify main requirement needs, and work to identify improvement initiatives.Support the escalations related to PEX and AskGS Organization and Support Functions for any Local, Regional and Global project.Ensure opportunities in the E2E process are solved and appropriate visibility is providedCreate SLA with Support areas (taxes, Finance, IT, etc) to ensure that GSP can provide appropriate response.Connect with customers at various levels to keep a finger on the pulse to quickly spot service issues, process inefficiencies, compliance risks, etc.Required QualificationsKey skills include:Knowledge of Procurement processes (Requisitioning, PO, Invoicing)Data analysis, reporting and systems: Power BI, Microsoft Excel (advanced), Tableau, Service Now (preferred)Working knowledge of Six Sigma or formal process improvement or project management techniques is highly desiredExperience interacting with customers (customer service experience) and proven ability to build relationshipsWorking knowledge of Procurement systems (Ariba, SAP, other ERP etc.) is preferredLanguages (English – Proficiency) – Portuguese – Intermediate level – DesiredExperience in shared service center experience is preferredA minimum of 3 years’ people or project management experience is preferredDemonstrated ability to effectively work remotely with business partners is desiredAn analytical background with sound judgement and strong decision-making abilitiesPreferred Knowledge, Skills and Abilities:(Include any preferred computer skills, certifications, licenses, languages, etc. or abilities that are assets to performing in the role.)Demonstrated effectively working remotely with business partnersExcellent interpersonal, Customer Service and negotiating skills are preferredSix Sigma Black and/or Green Belt or PMP is preferredA minimum of 2-3 years of procurement or shared service center experience is preferredAnalytical skills /reportingData analysis, reporting and systems: Power BI, Microsoft Excel (advanced), Tableau, Service Now (preferred)Working knowledge of Procurement systems (Ariba, SAP, etc.) is desiredRequired Years of Related Experience: 2-3 yearsFor more than 130 years, diversity, equity & inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Rooted in Our Credo, the values of DEI fuel our pursuit to create a healthier, more equitable world. Our diverse workforce and culture of belonging accelerate innovation to solve the world’s most pressing healthcare challenges.We know that the success of our business – and our ability to deliver meaningful solutions – depends on how well we understand and meet the diverse needs of the communities we serve. Which is why we foster a culture of inclusion and belonging where all perspectives, abilities and experiences are valued, and our people can reach their potential.At Johnson & Johnson, we all belong.#LI-HibriteRequired Skills:Preferred Skills:#J-18808-Ljbffr

📌 Associate Experience Pex Latam (Cundinamarca)
🏢 Johnson & Johnson Innovative Medicine
📍 Cundinamarca