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Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

People Leader

All Job Posting Locations:

Taguig, National Capital Region (Manila), Philippines

Job Description:

DePuy Synthes is recruiting for a Manager, Process Excellence, located in Manila, Philippines.

The Manager, Process Excellence, plays a key leadership role in designing, standardizing, and continuously improving commercial and service delivery processes across Global Business Services. This role supports end-to-end process design, business process management, continuous improvement, and service-quality activities that make work simpler, more consistent, and more effective for customers and employees. The role’s internal capability description emphasizes end-to-end process design, business process management, continuous improvement, and service quality management.

Working across functions and regional teams, this role will translate business priorities into practical process standards and measurable improvement plans. The role offers the opportunity to shape scalable ways of working, identify automation opportunities, and strengthen operational performance across the DePuy Synthes service model.

Key Responsibilities

• Lead the design and continuous improvement of end-to-end commercial and service-delivery processes across all GBS functions including GBS Finance; GBS HR; GBS Procurement; GBS Commercial, EAO & Master Data Management; Operational Oversight
• Develop and maintain process architecture, process maps, standard workflows, business requirements, controls, decision points, and ownership models
• Identify process variation, duplication, bottlenecks, rework, handoff issues, quality risks, and opportunities to simplify or standardize work
• Use process insights, operational data, customer feedback, and stakeholder insights to prioritize improvement opportunities
• Lead cross-functional process reviews and design workshops with functional and regional partners
• Establish process governance, design standards, documentation expectations, performance measures, and review cadences
• Build and manage a portfolio of continuous improvement initiatives, including scope, priorities, benefits, dependencies, risks, and execution plans
• Partner with digital and automation teams to translate process opportunities into system enhancements, workflow automation, and scalable digital solutions
• Define measures of process health, service quality, customer effort, efficiency, and control performance, and use results to drive corrective actions
• Support change adoption through stakeholder engagement, communications, training inputs, process documentation, and implementation readiness
• Develop team capability in process design, Lean problem solving, process improvement and data-driven continuous improvement

Qualifications

Education:

• Bachelor’s degree required in Business Administration, Supply Chain Management, Operations Management, Industrial Engineering, Process Engineering, Quality, Information Systems, or a related field
• Master’s degree in Business Administration, Operations, Engineering, or a related discipline preferred

Required

• 6 to 8 years of relevant experience in process design, continuous improvement, operational excellence, business transformation, service operations, supply chain, commercial operations, or a related field
• Demonstrated experience leading end-to-end process design or improvement initiatives across complex, cross-functional environments
• Strong knowledge of process mapping, root-cause analysis, problem solving, process-performance measurement, and continuous-improvement methods
• Experience translating business needs into process requirements, operating procedures, controls, and practical implementation plans
• Demonstrated ability to lead workshops, align diverse stakeholders, resolve competing priorities, and influence decisions without relying solely on formal authority
• Strong analytical skills, including the ability to interpret operational data and convert findings into clear recommendations and measurable improvements
• Strong written and verbal communication skills, with the ability to present complex process topics clearly to operational and senior stakeholders

Preferred

• Experienced Lean Six Sigma Black Belt
• Experience with Kaizen, business-process management, service design, or operational-excellence methods
• Experience in developing process governance, standards, controls, service-quality measures, or process-performance dashboards
• Experience in facilitating cross-functional process workshop
• Ability to train and coach continuous improvement methodologies
• Experience leading change across shared-services organizations
• Familiar with Scrum or Agile delivery
• Experience in healthcare, medical devices, life sciences, manufacturing, or another regulated industry

Other

• Language: Fluent English proficiency, both written and verbal, is required. Additional language proficiency may be preferred based on the markets supported.
• Travel: as required
• Certifications: Lean Six Sigma Black Belt, Lean Leader, BPM, Agile, or comparable continuous-improvement certification preferred

Johnson & Johnson announced plans to separate our Orthopedics business to establish a standalone orthopedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource.

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Required Skills:

 

 

Preferred Skills:

Customer Centricity, Customer Relationship Management (CRM), Customer Satisfaction, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Efficiency Analysis, Emotional Intelligence, Fact-Based Decision Making, Inclusive Leadership, Leadership, Performance Measurement, Process Optimization, Quality Services, Resource Management, Team Management