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
- Service Delivery
- Provide insight, support and explanation on People & Culture (P&C) policies, HR system and administrative activities in support of P&C business processes (in the area of recruiting, onboarding, employee movement/changes, terminations, compensation, performance, etc.)
- Deliver consistent and reliable service by use of all available channels (chat, ticketing system, phone calls)
- Execute system data maintenance and administrative activities in support of P&C business processes (in the area of recruiting, onboarding, employee movement/changes, terminations, compensation, performance, etc.)
- Provide customer service on P&C related activities, such as inquiry resolution, request management, and troubleshooting
- Supports P&C Chapters with feedback of business usage of HR processes, pain points and knowledge gaps
- Stay up to date on processes, own the knowledge development on processes, and contribute to the update of relevant documentations (SOPs/Work Instructions)
- Participate in project activities as required
- Embed customer care principles into daily activities
- Comply with data privacy rules and regulations
- Implement processes and initiatives to ensure continuous improvement as well as service enhancement
- Align service delivery and quality with overarching objectives of the global People Support Solutions organization. Manage service quality expectations and address customer concerns
- Ensure operations according to defined KPIs and SLAs
- Develop and manage key stakeholder relationships and communications to partner in a proactive and customer outcomes focused way
- Cross-Functional Collaboration
- Build relationships with P&C colleagues within the People Support Solutions organization as well as with customers to ensure ongoing service delivery effectiveness
- Collaborate with peers within the region and globally to ensure the People Support Solutions network provides consistent and effective services to our customers
- Achieve our People Support Solutions vision by driving global consistency through collaboration.
Outputs & Deliverables- Reaching high customer satisfaction through consistent, high quality service delivery and application of customer care principles (measured by defined stakeholder feedback)
- Provide feedback, coaching and advice for contacts in both People and Culture and the business (measured by defined stakeholder feedback)
- Continuous contribution to the improvement of the performance of in People Support Solutions
- We are seeking an individual with a degree and above years of related experience in employee enquiry, life cycle support (onboarding, till retirement, movement etc) or related Human Resources area.
- Experience working in a team and service delivery or customer care environment
- Experienced and efficient handling of standard IT-applications
- Knowledge of Workday HR Processes
- Business-level English and Fluent-level Japanese
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.
