Job Description

The Position

Position summary

At Roche, we named our People & Culture (P&C) frontliner as the People Support Team (PST).
The PST is the first point of contact for all P&C-related enquiries and services for all Roche people (employees, candidates, contingents, retirees, managers, P&C colleagues, etc). We are a team that works very closely together supporting one of the regions (Americas, APAC or EMEA). A high degree of flexibility and proactivity is expected.

The People Support Team is within the People Support Solutions (PSS) organization. PSS turns decisions into action and provides employees, senior managers and other stakeholders (such as P&C colleagues and authorities) with all required P&C services \xe2\x80\x93 on time and to the agreed standard of quality. We also ensure good employee relations, anticipate our customers\' future needs and proactively develop solutions.

As a People Support Specialist, you are contributing to the continuous improvement of the P&C Support Solutions delivery through analysis of their interactions and collaboration with other P&C functions within and outside of People Support Solutions.

You bring a broad understanding across global P&C practices, as well as local and global downstream impacts on payroll, time, benefits, finance, procurement, IT, etc. This is coupled with strong customer focus, communication skills and solution orientation.

Responsibilities

Service Delivery

Provide insight, support and explanation on P&C system and administrative activities in support of P&C business processes (e.g. Attract To Onboard, Redeploy To Retire, Assess To Reward)

Deliver Service by use of all available channels (Live Chat, Ticketing System, Phone calls)

Provide customer service on P&C related activities, such as inquiry resolution, request management, and troubleshooting.

Supports Global HR Centers of Excellence with feedback of business usage of HR processes, pain points and knowledge gaps.

Actively participate in the development and implementation of continuous improvement initiatives.

Participating and partially leading project activities as required

Display high integrity on the job and comply with the Roche guidelines.

Embed customer care principles into daily activities

Comply with data privacy rules and regulations

Manage and communicate to stakeholders and customers, including escalation management.

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 HR 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.

Behave as role model to team members, showing positive and flexible attitude

Coach and train newcomers

Support quality control processes and improvement initiatives arising out of them

Cross-Functional Collaboration

Build relationships with P&C 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.

Onboarding and coaching of new colleagues when necessary.

Outputs & Deliverables

Execution of the day-to-day activities by delivering on performance metrics and KPIs according to the agreed service level in human resources field, and in compliance with the relevant Roche standards, procedures and legal constraints

Continuous contribution to the improvement of the performance of the Shared Service Centre (no of initiatives and impact of them)

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 Specialists focusing on Roche Region APAC customer group.

You bring the following skills and competencies:

Experience in a shared service center, preferably in an HR services environment.

HR generalist know-how.

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 effectively working in a matrix organization across geographies and divisions.

Ability to navigate complex HR data structure.

Ability to work in a fast-paced and changing environment.

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)

Further requirements

We are seeking an individual with a degree and 2-5 years of related experience in an 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

Knowledge of Workday HR Processes

Strong communication skills in English (written and spoken) are essential.

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