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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

Qualifications

Required Minimum Education: Associate’s/Bachelor’s Degree
Required Years of Related Experience: 4 - 6 years of related experience

• Fluent in English and Spanish Language (written and verbal)
• Experience working in an HR Function with ERLR related activities
• Keen interest in further developing ERLR knowledge and understanding
• Desire to lead and develop a talented team of ERLR Analysts
• Ability to accurately collect information in order to understand and assess the clients’ needs and situation
• Exercises thoughtful judgement when giving advice to support action and identifies when escalation is required
• Excellent written and verbal communication skills; manages internal communications and external/client communications with detailed assistance
• Strong attention to detail
• Demonstrates discretion, professionalism and confidentiality
• Enthusiastic team player with a strong drive to create a positive work environment
• Will be trusted to secure and maintain confidential information
• Ability to gather, consolidate and analyse data, understand what it means and develop insights and present reports
• Implements improved processes to increase team efficiency and effectiveness
• Ability to prioritize workload and provide timely follow-up and resolution
• Technology savvy
• Computer literate with knowledge of common office productivity software and the ability to learn customer service software applications (e.g., MS Office, Excel, email, fax, Internet Explorer)

Preferred Knowledge, Skills and Abilities:
(Include any preferred computer skills, certifications, licenses, languages, etc. or abilities that are assets to performing in the role.)

• Service Center experience, HR and/or Payroll Service Center preferred
• Advanced understanding of HR Functional domains (Benefits, Compensation, HRIS, Workforce Data Administration, HR Business Partnering, Employee Relations) or Payroll
• Experience using Case Management tools (ideally SFDC)
• Experience with continuous improvement and quality, such as Six Sigma or Lean Methodology
• Excellent communication (oral and written) skills
• Employment laws and practices
• People management Experience
• Workday experience