Job Description

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people\'s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters. The Position At Roche, we named our entry point for all employees and managers the u201CPeople Portalu201D and the enabling team taking care of People & Culture (P&C) work is named u201CPeople Support Teamu201D. People Support Specialist combines the first point of contact for P&C-related enquiries and services for all Roche people (employees, candidates, contingents, retirees, managers, P&C colleagues, etc) with the execution of Employee Lifecycle Management activities and tasks. We are a team that works very closely together supporting a country or cluster of countries as part of a region. A high degree of flexibility and proactivity is expected. Being part of the People Support Team you are a member of the People Support Solutions organization. People Support Solutions 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 u2013 on time and to the agreed standard of quality. We also ensure good employee relations, anticipate our customers\' future needs and proactively develop solutions. You are also contributing to the continuous improvement of the People Support Solutions delivery through analysis of the interactions and collaboration with other P&C functions within and outside of People Support Solutions. You need a broad understanding across global P&C processes and tools, 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 policies, P&C system and administrative activities in support of P&C business processes (in the area of recruiting, onboarding, employee movement/changes, terminations, compensation, performance, etc.). Deliver Service by use of all available channels (Chat, Ticketing System, Phone calls) Provide customer service on P&C related activities, such as inquiry resolution, request management, and troubleshooting. Supports Global P&C Centers of Excellence with feedback of business usage of P&C 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 PeopleSupport 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 the 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 (e.g. newcomer Junior People Support Specialists) Participate in cross-training activities, acquire operational know-how from other operational teams. Readiness to provide operational support ad-hoc (interim cover) for other teams within the operational area / department, whenever business requires (due to immediate capacity issues for eg). 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 Roche-Budapest (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 P&C and the business (measured by defined stakeholder feedback) Employees are responsible for performing their duties in line with the SHE (Safety, Security, Health and Environmental Protection) Guidelines and the applicable law. It is required to complete the mandatory training courses and follow procedures and instructions accordingly. Who you are In this role you will be working within a team of Specialists focusing on a customer group from one of the regions and across various functions and levels within the organization. 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 organisation 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\'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 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. Additional languages a plus, based on region/customer requirements. 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.

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