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Employee eXperience Operations IT Leadership Role

2 weeks ago

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

We are seeking an exceptional Employee eXperience Operations IT Leader to join our team at Roche. In this critical role, you will lead, manage, and develop team members, driving operational excellence and delivering exceptional services to our customers.

Your key responsibilities will include:

  • Operational Management:
  • Oversee day-to-day operations, ensuring the quality of new and ongoing services.
  • Manage SLAs and KPIs, leveraging resources to deliver outstanding user experiences.
  • Develop and implement process improvements, enhancing efficiency and productivity.

Account Management:

  • Serve as the primary point of contact for assigned sites, providing monthly service reviews, escalation management, and knowledge transfer.
  • Collaborate with stakeholders to resolve issues, address concerns, and drive account improvement plans.

Project Management:

  • Participate in or lead projects, such as system implementation, scope transition, and site transition.
  • Drive transition activities, including knowledge transfer, hiring, training, and resource allocation/management.

Requirements:

  • A proven track record of leadership, with 5 years of experience in customer support, shared services, or equivalent environments.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Fluency in spoken and written English; advanced proficiency in office productivity tools, particularly Google Suite.