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.
People Support Specialist
At Roche, we named our HR Service Desk “People Support”. People Support is the first point of contact for all HR-related enquiries and services for all Roche people (employees, candidates, contingents, retirees, managers, HR colleagues, etc). We are a team that works very closely together supporting the Americas Region. A high degree of flexibility and proactivity is expected. People Support is within the People Support Solutions organization. People Support Solutions turns decisions into action and provides employees, senior managers and other stakeholders (such as HR colleagues and authorities) with all required HR services – on time and to the agreed standard of quality. We also ensure good employee relations, anticipate our customers' future needs and proactively develop solutions.
As a People Support Specialist, you are contributing to the continuous improvement of the People Support Solutions delivery through analysis of their interactions and collaboration with other HR functions within and outside of People Support Solutions.
You bring a broad understanding across global HR and Learning 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:
o Provide insight, support, and explanation on HR system and administrative activities in support of HR business processes (in the area of recruiting, onboarding, employee movement/changes, terminations, compensation, performance, etc.).
o Deliver Service by use of all available channels (Chat, Ticketing System, Phone calls)
o Provide customer service on HR-related activities, such as inquiry resolution, request management, and troubleshooting.
o Supports Global HR Centers of Excellence with feedback on business usage of HR processes, pain points, and knowledge gaps.
o Participating in project activities as required
o Display high integrity on the job and comply with the Roche guidelines.
o Embed customer care principles into daily activities
o Comply with data privacy rules and regulations
o Ensure consistent and reliable service delivery for customers serviced.
o Implement processes and initiatives to ensure continuous improvement as well as service enhancement.
o Align service delivery and quality with the overarching objectives of the global People Support Solutions organization. Manage service quality expectations and address customer concerns.
o Ensure end-to-end ownership of resolution.
o Ensure operations according to defined KPIs and SLAs.
o Ensure regulatory compliance in line with the countries, customers, and regulations.
o Develop and manage key stakeholder relationships and communications to partner in a proactive and customer outcomes-focused way.
o Act as a point of contact for cross-functional questions and escalations for a specific domain, process, tool, or product when needed.
Cross-Functional Collaboration
o Build relationships with HR colleagues within the People Support Solutions organization as well as with customers to ensure ongoing service delivery effectiveness.
o Collaborate with peers within the region and globally to ensure the People Support Solutions network provides consistent and effective services to our customers.
o Achieve our People Support Solutions vision by driving global consistency through collaboration.
Outputs & Deliverables
o Continuous contribution to the improvement of the performance of the Shared Service Centre.
o Reaching high customer satisfaction through consistent, high-quality delivery and application of customer care principles (measured by defined stakeholder feedback).
o 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 with a team of Specialists handling calls, emails, and tickets focusing on a customer group from the Americas and across various functions and levels within the organization.
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 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
Strong communication skills in English and French
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.