Job Description

The Position Responsibilities Service Delivery * Execute system data maintenance and administrative activities in Cornerstone and all relevant Learning management systems as well as providing all necessary non-systems related Learning proces The Position Responsibilities Service Delivery Execute system data maintenance and administrative activities in Cornerstone and all relevant Learning management systems as well as providing all necessary non-systems related Learning process support. Provide customer service on Learning related activities, such as inquiry resolution, request management, and trouble-shooting. Supports the Global Learning Center of Excellence and our business customers with system maintenance and project activities. Cooperate effectively with team members with daily work and projects. Advise the Learning community and business partners on global Learning systems and processes, and support the embedding of the new ways of learning. Actively participate in the development and implementation of Roche Learning continuous improvement initiatives Actively participate in workshops, meetings and work-related team events Provide guidance and advisory to the learning community at all levels. Be up to date on processes, own the knowledge development on processes, and contribute to the update of relevant documentations (SWIs, SOP, GWIs). Update SWIs and local SOP documentation Participating in project activities as required Display high integrity on the job and comply with the Roche guidelines, including data privacy rules and regulations. Ensure consistent and reliable service delivery for customers serviced. Implement processes and initiatives to ensure continuous improvement as well as service enhancement. Align service delivery and quality with overarching objectives of the global People Support Solutions organization. Manage service quality expectations and address customer concerns Ensure end to end ownership of resolution Ensure operations according to defined KPIs and SLAs. Ensure regulatory compliance in line with the countries, customers, and regulations. Develop and manage key stakeholder relationships and communications to partner in a proactive and customer outcomes focused way. Cross-Functional Collaboration Build relationships with HR colleagues within the People Support Solutions organization as well as with customers to ensure ongoing service delivery effectiveness. Collaborate with peers within region and globally to ensure the People Support Solutions network provides consistent and effective services to our customers. Achieve our People Support Solutions vision by driving global consistency through collaboration. Outputs & Deliverables Continuous contribution to the improvement of the performance of the Shared Service Centre Reaching high customer satisfaction through consistent, high quality delivery and application of customer care principles (measured by defined stakeholder feedback) Provide feedback, coaching and advice for contacts in both HR and the business (measured by defined stakeholder feedback) Who you are In this role you will be working within a team of Learning Specialists focusing on a customer group or key Learning process and across various functions and levels within the organization. You bring the following skills and competencies: Experience in a shared service center, preferably in a Learning/HR services environment. Experience with Cornerstone or other cloud-based learning management solutions preferred Learning and development know-how. Knowledge of Learning processes an advantage Strong customer service & interpersonal skills Excellent communication skills & team player Excellent problem solving/analytical abilities Proven track record of being able to deliver in a matrix organization. Ability to work independently in a fast-paced environment and to handle multiple, competing priorities. Ability to thrive in an ambiguous and multicultural environment working across borders. Experience of effectively working in a matrix organisation across geographies and divisions. Ability to navigate complex Learning data structure Core capabilities include: Living customer centricity through your day-to-day interactions (incl. needs anticipation, cultural awareness, managing one's response) Demonstrating end-to-end accountability (incl. big picture and impact understanding, engaging others to ensure a successful outcome) Demonstrating problem-solving (incl. active listening, critical thinking, process improvements) Having a growth mindset (incl. taking risks and experimenting, seeking new learning opportunities, asking and giving feedback) Further requirements We are seeking an individual with a degree and 1-3 years of related experience in a Learning/HR area and/or working experience in a team and service delivery or customer care environment. Experienced and efficient handling of standard IT-applications, preferably Google suite You bring the following qualifications:University degree, HR preferred Fluent in English required, additional languages a plus, based on region (i.e. Chinese) Who we are At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity. The Roche Services & Solutions as well as People Support Solutions organisations located in Kuala Lumpur provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the APAC region. Today Roche employs altogether around 1100 employees in Malaysia. Roche is an Equal Opportunity Employer.