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.
Responsibilities
Service Delivery
Execute system data maintenance and administrative activities in support of end to end HR business processes (in the area of recruiting, onboarding, employee movement/changes, terminations, compensation, performance, etc.).
Provide customer service on HR related activities, such as inquiry resolution, request management, and troubleshooting.
Support in system maintenance activities and audit processes.
Advise employees, managers, 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.
Provide guidance and advisory to first level support teams.
Be up to date on processes, own the knowledge development on processes
Update SWIs and local SOP documentation, knowledge articles and knowledge base
Participating in project activities as required
Display high integrity on the job and comply with the Roche guidelines, including data privacy rules and regulations.
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 PSS Support 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 affiliates, countries, customers, and regulations.
Develop and manage key stakeholder relationships and communications to partner in a proactive and customer outcomes focused way.
Cross-Functional Collaboration
Build relationships with HR colleagues within the P&C organization as well as with customers to ensure ongoing service delivery effectiveness.
Collaborate with peers within the region and globally to ensure the PSS Support Solutions network provides consistent and effective services to our customers.
Achieve our vision by driving global consistency through collaboration.
Outputs & Deliverables
Continuous contribution to the improvement of the performance of our operation.
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 our customers and collaborating with teams across various functions and levels within the organization.
You bring the following experience:
1-3 years of experience in a HR services shared service center environment.
HR generalist know-how.
Experience processing and administering end-to-end HR life cycle processes such as hires, job changes, LOAs, compensation, personal data changes, terminations.
Experience handling reports is preferable.
Experience in onboarding processes such as background checks, create offers, vendor credentialing, referral programs and reporting.
Experience and efficient handling of standard HR and IT applications -Workday, ServiceNow and Google Suite is preferred.
Spanish / English strong communication skills both written and spoken are essential
Competencies:
Critical thinking and solution oriented mindset.
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 organization 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)
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.