Senior Manager Deliver Excellence

Johnson & Johnson Sdn. Bhd.; Selangor; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading global healthcare company is seeking a Senior Manager Deliver Excellence in Malaysia. This strategic role oversees the transformation and operations within the supply chain hub, focusing on optimizing processes and team management. Applicants should have a degree related to project management or supply chain and at least 8 years of relevant experience. Strong leadership skills and proficiency in SAP and MS Office are essential. The role entails collaboration across various business units to ensure customer-centric operations.

Qualifications

• Minimum of 8 to 10 years of experience in Supply Chain, Strategic Operations, or Project Management.
• Strong leadership, influencing, and interpersonal skills.
• Technical skills in MS Office, SAP, and J&J Customer Connect.

Responsibilities

• Responsible for one cross-BU strategy in the area of working.
• Manage service delivery metrics and develop action plans.
• Track KPIs such as OTIF, Fill Rate, and Backorders.
• Provide oversight for order and invoice management activities.
• Lead talent attraction, development, and retention.
• Ensure compliance with processes and develop project improvements.

Skills

Leadership

Consulting

Customer Relationship Management

Process Optimization

Emotional Intelligence

Education

Bachelor’s degree in project management, engineering, business, finance, operations management, or supply chain

Tools

SAP

MS Office

J&J Customer Connect

Job description

Job Overview

Johnson & Johnson is recruiting for a Senior Manager Deliver Excellence. The role provides strategic direction and oversight for the CS hub transformation and operations, framing a scale‑up strategy for the hub, developing the future footprint with clusters and technology teams, and optimizing current operations through lean and operational excellence tools. The Senior Manager will also oversee transactional activities, enable infrastructure such as Workforce Management, Knowledge & Improvement Management, Training & Quality Management, and lead talent attraction, development, and retention. Collaboration across key commercial business units, supply chain, finance, and shared services is essential to maintain a customer‑centric focus.

Location

Petaling Jaya, Selangor, Malaysia; Singapore

Responsibilities

• Responsible for one cross‑BU strategy in the area of working.
• Manage service delivery metrics, interpret data, and develop action plans with Delivery Leadership.
• Track KPIs such as OTIF, Fill Rate, Backorders, Returns, Rush Orders, and Complaints.
• Provide oversight and technical direction for order, inquiry, and invoice management activities performed by employees.
• Oversee budget elaboration (P&L) and guarantee expense targets approved with Delivery Leadership and Finance.
• Lead talent attraction, development, and retention, and maintain a collaborative environment among employees.
• Ensure compliance with processes and develop project improvements.
• Supervise a team of professionals, conducting interviews, hiring, and training employees, and managing performance and employee engagement.

Qualifications

• Bachelor’s degree in project management, engineering, business, finance, operations management, or supply chain.
• Minimum of 8 to 10 years of experience in Supply Chain, Strategic Operations, or Project Management.
• Strong leadership, influencing, and interpersonal skills.
• Clear, concise communication across all levels of the company in English.
• Knowledge of quality/compliance, supply chain, operations, and logistics.
• Project Management experience.
• Technical skills: MS Office, SAP, J&J Customer Connect.
• Office skills: Standard office telephone, Email, Outlook.

Required Skills

Consulting, Customer Centricity, Customer Relationship Management (CRM), Customer Satisfaction, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Emotional Intelligence, Fact‑Based Decision Making, Organizing, Process Optimization, Quality Auditing, Standard Operating Procedure (SOP), Technical Credibility.

Preferred Skills

Consulting, Customer Centricity, Customer Relationship Management (CRM), Customer Satisfaction, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Emotional Intelligence, Fact‑Based Decision Making, Organizing, Process Optimization, Quality Auditing, Standard Operating Procedure (SOP), Technical Credibility.