Customer Support / People Support Specialist (Mandarin Speaker)

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

At Roche, we named our entry point for all employees and managers the “People Portal” and the enabling team looking after People & Culture (P&C) work is named “People Support Team”.

People Support Specialist combines the first point of contact for P&C-related inquiries and services for all Roche people (employees, candidates, contingents, retirees, managers, P&C colleagues, etc.) with executing Employee Lifecycle Management activities and tasks.

We are a team that works closely together supporting a country or cluster of countries as part of a region. A high degree of flexibility and proactivity is encouraged. Being part of the People Support Team you are a member of the People Support Solutions organization. People Support Solutions turns decisions into action and provides employees, senior managers and other stakeholders (such as P&C colleagues and authorities) with all required P&C 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.

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

This role will be focusing on supporting the China Region and provides an excellent opportunity to gain exposure to the dynamic and diverse needs of the region. As part of the People Support Team, you will work closely with local and global teams to deliver essential P&C services and support across various functions.

Responsibilities
Service Delivery

• Provide insight, support and explanation on P&C policies, HR system and administrative activities in support of HR 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)
• Implement system data maintenance and administrative activities in support of HR business processes (in the area of recruiting, onboarding, employee movement/changes, terminations, compensation, performance, etc.)
• Provide customer service on People & Culture related activities, such as inquiry resolution, request management, and troubleshooting
• Supports P&C Chapters with feedback of business usage of HR processes, problems and knowledge gaps
• Stay up to date on processes, be responsible for the knowledge development on processes, and contribute to the update of relevant documentation (SOPs/Work Instructions)
• Participate in project activities as required
• Embed customer care principles into daily activities
• Follow data privacy rules and regulations
• Implement processes and initiatives to ensure continuous improvement as well as service enhancement
• Align service delivery and quality with the overarching objectives of the global People Support Solutions organization. Handle service quality expectations and address customer concerns
• Ensure operations according to defined KPIs and SLAs
• Develop and handle key stakeholder relationships and communications to partner in a proactive and customer outcomes focused way
  
  

Cross-Functional Collaboration

• Establish relationships with HR colleagues within the People Support Solutions organization and with customers to ensure the efficiency of ongoing service delivery
• 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, mentor 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
  
  
  

Who You Are
In this role, you will be working with a team of Specialists focusing on a customer group and across various functions and levels within the organization.

You either bring or are interested in developing 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
  
  

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)
  
  

Further requirements

• We are seeking an individual with a degree and 0-2 years of related experience in customer service 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, preferably Google suite
• Knowledge of Workday HR Processes
• Communication skills in English (written and spoken) are essential and Mandarin language proficiency (written and spoken) is required to effectively support our employee base in China
  
  

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

The Roche Services & Solutions as well as People Support Solutions organisations located in Kuala Lumpur provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the APAC region. Today Roche employs altogether around 1100 employees in Malaysia.

Roche is an Equal Opportunity Employer.