Senior Director, Service Performance Reporting and Analytics
The Senior Director, Service Performance Reporting and Analytics will be responsible for enabling data-driven business decisions for all Global Services Operational Levels by defining and maintaining the reporting and analytics platform and data strategy in collaboration with the Data Governance team and our IT partners.   This role will provide consulting services to GS business partners to drive all levels of strategy, vision, and execution to deliver on the mission of developing and maintaining standards around data quality, metrics, and reporting. They will work closely with business partners to understand their goals and determine how data can be used to achieve those goals and provide actionable insights to GS leaders to improve experience, effectiveness, and efficiency. Role location(s): Tampa, Manila, Prague or NJ/PA
The Senior Director will lead a team that will design, execute, and present results from hands-on analytical projects that inform critical business decisions and actions impacting the Global Services Functions (Human Resource, Procurement, and Finance Service Delivery Functions).  These insights will include the delivery and insights from Quarterly and Monthly Business Reporting (QBR and MBR) reviews.  This role will lead automation and visualization efforts related to key initiatives to ensure efficiency and effectiveness and provide consistent results.
The Senior Director will help develop and maintain standard reporting and dashboards across the GS organization globally and collaborate with cross-functional peer groups to create the foundation for data governance, continuity, and accountability to standards, demand intake, change control, and integrations necessary. The Senior Director will use data visualization and integrated reporting dashboards to deliver agile, highly interactive reporting and predictive analytics that help Global Services run more effectively, understand what business questions can be answered, and how to unlock the answers.
This position will also play a key role in developing the organizational design for the Service Performance reporting and Analytics team and will assist in the development of key matrixed talent within the organization.
Tasks/Duties/Responsibilities
• Lead program to enhance and develop operational reporting, connecting daily, monthly, and quarterly operational reporting initiatives through to the executive scorecard
• Lead, plan and execute the Service Performance Reporting cross-functional initiative across GS globally, including metrics development, predictive analytics, and visualization, working closely with IT and functional partners
• Work with Data Governance team in Strategy & Transformation to support and advocate for GS data standards and requirements in the cross-functional data hub model.
• Establishes and maintains a service-oriented mindset and focus on operational excellence across the reporting team; provides vision and direction with a defined long-range plan for operational reporting
• Builds actionable and measurable plans which increases the effectiveness and efficiency of the Service Performance & Reporting teams and deliver measurable value
• Supports the operational reporting work associated with transitions that move work and services to the Global Services tier
• Promote a data governance strategy and standards across the organization to align metrics and communicate data changes across systems and processes
• Understand, shape, and apply best practices for operational reporting and analytics based on industry trends and external market intelligence to proactively drive incremental and sustainable value to Global Services
• Lead planning with J&J GS leaders to ensure that operational reporting and insights are aligned with functional and shared services strategic initiatives and plans.
• Manage J&J GS leadership, Corporate and peer relationships required to support efficient planning and delivery of operational reports and analytics initiatives and projects
• Manage, mature, and promote the use of operational tools across Global Services to ensure best engagement and delivery methods are employed that maximize efficiencies and value across the operating model
• Benchmark capabilities, processes, and tools against peer groups both internal and external.
• Act as Subject Matter Expert in Service Performance Reporting and Analytics for the Global Services organization
• Partner with the functional service delivery teams to ensure their service performance transparency and reporting needs are properly assessed and resourced accordingly
• Develop strong intake and governance process to prioritize and allocate work efforts effectively.  Eliminate work that does not add value and pivot staff to key GS initiatives
• Create a service-oriented mindset for Operational Reporting teams and establish a set of values that promote achievement, operational excellence, and continuous improvement
• Embrace and lead a culture of inclusiveness and multi-cultural engagement through coaching and feedback to peers and the broader community in Global Services in alignment with the J&J’s Leadership imperatives
• Provide leadership, direction, coaching and feedback to the matrixed team
• Will maintain and update the service taxonomy for Service Performance Reporting and Analytics which defines scope of work to be provided
• In concert with the VP, Service Excellence, lead efforts to build long-term vision of the Service Excellence team, including development of organization structure, role definition and leveling and evaluation of current talent across the team
• Develop a strong pipeline of global and diverse leaders. Enable a Credo-based & High-Performance Culture within team.
• Lead a global organization, develop career pathing opportunities for key talent, promote talented team members, establish strong succession planning.
• Lead the ongoing development and maturity of the Capacity Management capability in partnership with the VP, Service Enablement & Experience.
Qualifications
• A minimum of 12-15 years of Service Performance/Reporting/Analytics relevant experience and BA/BS Degree are required.  Masters level degree is preferred.
• Previous people management experience is required.
• Experience in leading, developing and managing operational reporting programs and teams in a shared services organization; preferably HR, Finance, and Procurement
• Proven track record of structured problem-solving experience based on data analysis is required.  Disciplined, structured and logical approach to problem solving is required.
• Proven record of delivery against deadlines and the ability to lead process change is required.
• Experience setting and executing winning strategy is required along with the demonstrated ability to interact effectively and decisively with business leaders at the Functional Vice President, and Company Group Chair levels, as well as all lower levels in the organization.
• Experience with data modeling and databases
• Driving advanced data analytics in shared service centers (preferred)
• Strong data management and governance experience
• Experience with service performance metrics, benchmarking, capacity modeling and analytic tools
• Excellent communication skills: able to network, interface and influence at all levels of the organization, cross sector, cross-functionally and globally is required.
Proven People Leadership Skills to include leading large organizations through transformational change, attracting, mentoring, and retaining top talent and creating an environment that fosters excellence, collaboration and teamwork is required.
Track record of driving business results – identifies and capitalizes on opportunities, identifies risks/issues, assesses implications, formulates recommendations, and drives sound decisions that deliver results. Passionate about building a “Best in Class” shared services organization that drives business success
This position requires a high degree of independent judgment.  The incumbent is expected to operate based on general guidance from senior business management regarding priorities and imperatives.  Expected to run the organization to deliver against commitments, escalating issues on an exception basis.
Percentage Traveled: 25%
Preferred Qualifications :
• BA/BS in Business Administration, Economics, Finance, Human Resources, Engineering, IT, Supply Chain or comparable by experience. An MBA is preferred.
• Experienced professional with international exposure in Shared Services roles
• Reporting and Analytics, Interface with BPO providers for strategic or metrics-related topics
• Benchmark (peer) service providers
Primary Location
United States-Florida-Tampa-8800 Grand Oak Circle
Other Locations
North America-United States-New Jersey, North America-United States-Pennsylvania, Asia Pacific-Philippines-National Capital-Manila, Europe/Middle East/Africa-Czech Republic-Prague-Prague
Organization
Johnson & Johnson Services Inc. (6090)
Job Function
Quality
Requisition ID
2105931102W
UNAVAILABLE $0 per YEAR Employment Type: UNAVAILABLE