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Global HR Service Delivery Expert
3 weeks ago
Welcome to F. Hoffmann-La Roche Gruppe, where innovation meets passion
About the JobWe are seeking an experienced Employee Lifecycle Management Subject Matter Expert to join our team in Kuala Lumpur. As a key member of our People Support Solutions organization, you will play a vital role in delivering end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources), and beyond to our Roche colleagues across the APAC region.
In this role, you will be responsible for coordinating complex P&C requests, acting as the internal escalation point for ELM Specialists and Senior Specialists, delivering training on systems, tools, and processes, ensuring quality data maintenance, and implementing corrective actions.
You will also ensure that all relevant process documentation is up-to-date and focus on projects, system testing, and continuous improvement initiatives.
Responsibilities- Ensure consistent and reliable service delivery to customers, implementing processes for continuous improvement, and aligning service quality with the global People Support Solutions objectives.
- Manage service quality, addressing customer concerns, and ensuring compliance with regulations. Additionally, take ownership of operations, meet KPIs and SLAs, and develop proactive relationships with key stakeholders to focus on customer outcomes.
- Execute system data maintenance and business process activities in support of P&C business processes (onboarding, movement, off-boarding, etc.).
- Act as SPOC for internal escalations (Tier 2), support P&C chapters in system maintenance activities, and support operations in troubleshooting and in escalations to Tier 3 (IT/P&C).
- In the assigned team, support appropriate process execution, servicing regulatory compliance/audit readiness.
- Advise and train stakeholders on process and system. Deliver solution and process training and act as a point of contact for all training-related topics.
- Collaborate with other P&C chapters to keep training materials and process documentation up-to-date.
- Lead project streams or small projects or initiatives within the respective area.
- Collaborate with peers within the region and globally to ensure the People Support Solutions network provides consistent and effective services to our customers.
We offer a competitive salary, excellent benefits, and opportunities for growth and development in a dynamic and supportive work environment. Join us and become part of a team that makes a real difference in people's lives
