Job Description

The Position

Service Delivery

Execute system data maintenance and administrative activities in support of P&C business processes in the area of payroll, tax, social insurance, time, several local and global benefits administration, etc. (details refer to the country service catalog)

Provide customer service on pay, time and benefits related activities, such as inquiry resolution, request management, and troubleshooting.

Understand and have working knowledge of local time/absence policies.

Correspondence with managers and leaders to confirm accuracy of employee time/absence entry.

Manage, process and reconcile mass upload files for all pay frequencies.

Monitor data flows to/from Workday to Vendor for accuracy

Ensure integrations are processed timely and resolve any errors ensuring accurately processed

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.

Supports P&C Chapters in system maintenance activities.

Provide guidance and advisory to first level P&C support teams.

Be up to date on processes, own the knowledge development on processes, and contribute to the update of relevant documentations (KA, SWIs).

Participating in project activities as required

Ensure consistent and reliable service delivery for customers serviced.

Implement processes and initiatives to ensure continuous improvement as well as service enhancement.

Ensure end to end ownership of resolution

Ensure operations according to defined KPIs and ServiceNow OKRs.

Cross-Functional Collaboration

Build relationships with P&C colleagues as well as with customers to ensure ongoing service delivery effectiveness.

Collaborate with peers within the region and globally to ensure the People Support Solutions network provides consistent and effective services to our customers.

Achieve our P&C vision by driving local consistency through collaboration.

Outputs & Deliverables

Continuous contribution to the improvement of the performance of People Support Solutions

Reaching high customer satisfaction through consistent, high quality delivery and application of customer care principles (measured by defined stakeholder feedback)

You bring the following experience:

At least 1-3 years of experience in payroll services and benefits administration, in a shared service center environment preferably.

Knowledge of payroll cycle and processes for Australia and New Zealand

Excellent attention to detail and analytical ability

Advanced Excel skills (pivot table, v-lookup, etc.)

Proven track record of being able to deliver in a matrix organization.

Ability to work independently in a fast-paced and changing environment and to handle multiple, competing priorities.

English strong communication skills both written and spoken are essential

Preferably HR generalist know-how.

Ability to thrive in an ambiguous and multicultural environment working across borders.

This will be a 2 year direct contract (convertible and renewable)

Core capabilities include:

Living customer centricity through your day-to-day interactions (incl. needs anticipation, cultural awareness, managing one\xe2\x80\x99s 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)

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we\xe2\x80\x99ve become one of the world\xe2\x80\x99s 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.

Roche