NA Employee Relations Delivery Team Lead
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/.
For 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.
We are searching for the best talent for North America Employee Relations Delivery Team Lead to be in Bogotá, Colombia.
Purpose:
Our ERLR Function (Employee Relations and Labor Relations) at Johnson & Johnson is grounded in our Credo, a trusted partner and advisor to our leaders and stakeholders and helps shape our global employee experience.
The NA (North America) ERLR Delivery Team Lead will play a key leadership role in the delivery and execution of key ERLR Delivery team strategies and initiatives for the NA region. They will sit on the NA ERLR Leadership Team and will be responsible for managing operational activities and performance metrics of the region with support from their team of six ERLR Analysts.
The role will set up, develop and lead their team of ERLR Analysts and will work collaboratively with the Regional Hub/s, Contact Center, and other GSHR teams to ensure seamless execution of the end-to-end ERLR operational processes. They will be responsible for people management, especially focusing on the development, evaluation, and motivation of team members.
This role will strive to ensure appropriate resolution of service requests within defined time periods, levels of accuracy and quality standards and customer satisfaction levels with stakeholders from employees to senior global leaders. The ERLR Delivery Team Lead also take ownership of customer requests and resolves them independently or escalates them to a local ERLR Professional (ERP) depending on the level of complexity. Moreover, the ERLR Delivery Team Lead will also provide specific ERLR reports to relevant parties according to legal and/or business requirements. They will be responsible for ensuring compliance of operational processes with local HR policies and legislations
The NA ERLR Delivery Team Lead will support the NA ERLR leadership to drive various project across the region, including AI and continuous improvement initiatives.
This position role models treating the workforce with dignity and respect, maintaining high levels of confidentiality, trust and integrity in the handling of sensitive matters.
You 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 trainings 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 intelligent with respect to trends and opportunities, and focus on enhancing overall metrics & customer satisfaction
- Continues work on standardization of Regional HR process
- 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
