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IT Cluster Section Lead

2 weeks ago

Petaling Jaya, Selangor, Malaysia F. Hoffmann-La Roche Gruppe Full time
Job Description:

The IT Cluster Section Lead plays a pivotal role in delivering operational excellence within the Employee eXperience team. This leadership position is responsible for managing and developing team members, ensuring the effective delivery of services, and upholding the vision of GCX.

This role involves providing day-to-day operational support, ensuring the quality of new and ongoing services, and maintaining a strong focus on customer satisfaction and people engagement.

  • Leadership Responsibilities:
  • Provide proactive feedback, coaching, and development support to employees; conduct performance evaluations, compensation reviews, and succession planning.
  • Foster a healthy work environment that promotes positivity, inclusivity, and employee morale; ensure compliance with People & Culture and operation policies.
  • Manage Service Level Agreements (SLAs) and Key Performance Indicators (KPIs); leverage resources to deliver exceptional user experiences.
  • Serve as the primary point of contact for account management, including monthly service reviews, escalation management, and knowledge transfer.
  • Participate in project management, leading or contributing to initiatives such as system implementation, scope transition, and site transition.

Requirements:

  • A people-oriented mindset, highly accountable, agile, and results-driven leader who embodies servant leadership principles.
  • Ability to represent and support desired ways of working, including Agile, LEAN, ITIL, and VACC methodologies.
  • Experience in customer support, shared services, or equivalent environments, preferably with 5 years of experience and 2-3 years in leadership roles.
  • Fluency in spoken and written English; advanced proficiency in office productivity tools, particularly Google Suite.