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The People Support Operations Manager is part of the People Support Solutions (PSS) Chapter and is responsible for the accurate and timely delivery of PSS and People & Culture (P&C) services within one of the regions (Americas, EMEA or APAC). This position is responsible for process ownership including leading the planning, development, implementation and administration for one or more processes relating to the People Support Team (HR Service Desk), Personnel and Organization data, and daily operations of regional People Support Solutions.
This role requires significant interactions with Business Subject Matter Experts, P&C Business Partners, senior business leaders, external vendors and/or various other internal stakeholders both locally and globally to understand stakeholder needs, optimize processes, align and harmonize system requirements and processes and drive required change management across the entire region. Embraces our “higher standard” where respecting and protecting employee privacy is concerned: in all cases, limits access and use of information to the legitimate business task at hand; and uses discretion whenever handling employee information.
Participates with other leaders to establish strategic plans and objectives. May develop corporate policies and authorize their implementation. Participates in the development of methods, techniques and evaluation criteria for projects, programs and people for the company. Has in-depth knowledge of the company, business strategies and functional area. Regularly interacts with executives both internal and external and/or major customers for the purpose of influencing and negotiating. Provides direction to subordinate managers and/or high level individual contributors and typically has responsibility for a broad functional area with multiple departments, product groups or service areas. May manage team leads and teams sitting across regions as part of a matrix organization.
Establishes and manages the department's budget and all assigned resources. Responsible for ensuring communication around KPI’s, and regular operations reviews are held internally and externally with relevant stakeholders.
Provides leadership to ensure department objectives and goals are achieved. Directs and implements tactical plans. Has full discretion on all employment decisions for department staff including hiring, training, development, performance management and progressive disciplinary actions.
Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.
Responsibilities:
End-to-End Process Ownership and System Thinking: Responsible for process planning, development, implementation, and administration across regional PSS operations, demonstrating a strong system thinking ability to link interdependencies and ensure end-to-end accountability for successful outcomes.
Coach and Mentor for Guidance and Problem-Solving: Apply a coaching mindset and behavior to provide guidance to Team Leads, SMEs, and Seniors in navigating challenges, empowering the team to take decisions, and proactively supporting them to remove roadblocks.
Strategic Stakeholder Partnership and Solution Translation: Cultivate strong partnerships with P&C Business Partners and senior leaders to clarify Roles & Responsibilities, understand strategic business needs, and translate those needs into effective, easy-to-use, and engaging operational PSS solutions.
Driving Continuous Improvement and Best Practices: Actively drive continuous improvements to increase productivity, quality, and service locally and globally, aligning best practices within the PSS network by leveraging metrics for monitoring and operational analysis.
Global Leadership and Cross-Cultural Management: Provide direction and leadership in a matrix organization, managing teams and collaborations across borders and different cultures (Americas, EMEA, APAC), ensuring consistent and effective services within the global PSS network.
Talent Development and Engaging Culture: Lead and role model P&C processes, focusing on attracting and retaining top talent, coaching team members on their individual development and career plans through frequent check-ins, and building an engaging, customer-centric team culture.
Change Management and Service Transition: Lead change management across the entire region to align system requirements and optimize processes, while overseeing service transition plans to ensure their feasibility, desired business results, and appropriate resource planning.
Who you are
In this role you will be working with stakeholders from various functions and across levels within the organization. Your team may not physically be in the same location as you, therefore your ability to work across borders and to lead virtually is important. Strong leadership competencies and demonstrated success in change management are also critical.
Furthermore, you bring the following skills and competencies:
Extensive HR and Shared Service Experience: 8-10 years of Human Resources experience, preferably in a Shared Service Center environment, with prior leadership experience and a proven track record leading regional or global service delivery teams.
Matrix and Cross-Cultural Acumen: Demonstrated ability to thrive and deliver in a complex, fast-paced, ambiguous, and multicultural matrix organization, working effectively across borders, geographies, and divisions.
Strong Stakeholder and Customer Focus: Excellent written/verbal communication skills, demonstrated excellence in customer relations, and the ability to build and manage strong partnerships with stakeholders at all levels, influencing positive cultural change and representing the P&C/PSS vision.
Creative and Empowering Leadership: A creative leadership style that includes proactive change leadership, a coaching mindset, empowering the team to make decisions, and acting as an enabler who encourages collaboration and continuous learning.
Core Business Capabilities: Possessing strong analytical skills and problem-solving ability, demonstrating end-to-end accountability, living customer centricity, and having a growth mindset while staying attentive to business needs and external trends.
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.