Senior Specialist

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

At Roche, we named our HR lifecycle support team "ELM", which stands for Employee Lifecycle Management.

The ELM team provides customer service and advisory support to HR and business partners on global HR systems and processes and ensuring end-to-end process completion in line with customer focused principles to ensure the Roche People Practices work for the business.

As an ELM Senior Specialist, you are responsible for executing HR system data maintenance and administrative activities in a timely and accurate manner in support of HR business processes (in the area of recruiting, onboarding, employee movement/changes, terminations, compensation, performance, etc.).

You are also contributing to the continuous improvement of the HR Support Solutions delivery through analysis of the interactions and collaboration with other HR functions within and outside of HR Support Solutions. You need a broad understanding across global HR 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

• Execute system data maintenance and administrative activities in support of HR business processes (e.g. Attract To Onboard, Redeploy To Retire, Assess To Reward)
• Provide customer service on HR related activities, such as inquiry resolution, request management, and troubleshooting. Ensure consistent and reliable service delivery for customers serviced. Ensure end to end ownership of resolution.
• Align service delivery and quality with overarching objectives of the global HR Support Solutions organization. Manage service quality expectations and address customer concerns
• Supports Global HR Centers of Excellence in system maintenance activities.
• Develop and manage key stakeholder relationships and communications to partner in a proactive and customer outcomes focused way. Advise HR and business partners on global HR systems and processes, and support the embedding of the new ways of working.
• Actively participate in the development and implementation of continuous improvement initiatives. Participating and partially leading project activities as required. Implement processes and initiatives to ensure continuous improvement as well as service enhancement.
• Provide guidance and advisory to first level support teams. Behave as role model to team members, showing positive and flexible attitude. Coach and train newcomers
• Be up to date on processes, own the knowledge development on processes, and contribute to the update of relevant documentations (SWIs, SOP, GWIs).
• HR and Servicing tool as well as process superuser activities, such as community participation, info sharing, issue escalation and training delivery
• Update SWIs and local SOP documentation
• Escalation management.
• Ensure operations according to defined KPIs and SLAs.
• Ensure regulatory compliance in line with the countries, customers, and regulations.

Cross-Functional Collaboration

• Build relationships with HR colleagues within the HR Support Solutions organization as well as with customers to ensure ongoing service delivery effectiveness.
• Collaborate with peers within region and globally to ensure the HR Support Solutions network provides consistent and effective services to our customers.
• Achieve our HR Support Solutions vision by driving global consistency through collaboration.

Outputs & Deliverables

• Continuous contribution to the improvement of the performance of the Shared Service Centre
• 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 environment. Ability to navigate complex HR data structure

Further requirements

• We are seeing 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
• You bring the following qualifications: University degree, HR preferred
• Strong communication skills in English (written and spoken) are essential. Mandarin or additional languages are a plus.

Who we are

A healthier future drives us to innovate. Together, more than 100'000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let's build a healthier future, together.

Roche is an Equal Opportunity Employer.