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

The Opportunity

• Role Specific Responsibilities

  • Build a culture of customer service within the team and across the PSS network as a whole.

  • Build strong partnerships with key internal organizations and stakeholders.

  • Create and leverage metrics to analyze and monitor operations to ensure a high level of customer service efficiency and compliance.

  • Drive continuous improvements to increase productivity quality and service locally and globally. Leverages and aligns best practices within the PSS network.

  • Responsible for department budget and resource needs.

  • Ensures processes follow strict compliance with legal and regulatory bodies. Ensures processes are compliant with Roche group standards (i.e. Roche Core).

  • Serve as a strong partner with the Global Learning Center of Excellence across the network and respective BPMs to understand strategy direction and specifics of programs and plans.

• Leadership People and Culture

  • Lead role model and facilitate people processes in line with Roche Leadership commitments People Practices and policies.

  • Through frequent check-ins ensure that ongoing dialog occurs on the topics of Career Capabilities Connections and Contributions.

  • Build an engaging culture to both attract and retain top talent. Coach team members regarding their individual development and career plans and ensure succession plans are in place that provide continuity beyond the transformation program timeframe.

  • Partner with site leadership to ensure development opportunities both within People Support Solutions as well as across functions within the site.

  • Responsible for teams compensation management including yearly bonus distribution and salary increase.

• Service Delivery

  • Ensure consistent and reliable service delivery for customers serviced. Responsible for customer satisfaction within the area of responsibility

  • 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. Manage service quality expectations and address customer concerns

  • Ensure operations according to defined KPIs and SLAs.

  • Ensure regulatory compliance in line with the countries customers and regulations.

  • Manage all budgetary concerns for the People Support Solutions organization.

  • Manage local and global vendors as appropriate.

  • Develop and manage key stakeholder relationships and communications to partner in a proactive and customer outcomes-focused way.

• Service Transition

  • Ensure transition plans as developed by the program organization are feasible and lead to the desired business results.

  • Ensure the success of the build side of the transition plan through appropriate resource planning staffing and provision of the necessary site and other functions supporting services.

• Cross-Functional Collaboration

  • Optimize and maximize value for Roche through identifying and implementing opportunities that derive from other functions (Finance IT) already being present in new sites. A high level of collaboration with site leaders is required.

  • Build relationships with HR/Learning stakeholders globally 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 partnership with the People Support Solutions governance function ensure global standards are effectively implemented and lived in the network.

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:

  • Experience in an HR shared service center/HR Outsourcing with a proven track record of leading global service delivery teams preferably in an HR/Learning services environment.

  • Experience with Cornerstone or other cloud-based learning management solutions preferred

  • Demonstrated experience managing and supporting change initiatives.

  • Ability to credibly represent our Learning and People Support Solutions vision and strategy and the why behind it.

  • Ability to influence and work with key HR/Learning stakeholders to partner in achieving our strategy. Ability to exert influence to create positive cultural change.

  • 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.

• Core capabilities include:

  • Living customer centricity through your day-to-day interactions (incl. needs anticipation cultural awareness managing ones 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)

• You bring a creative leadership style which is demonstrated through:

  • Proactive change leadership

  • Empowering and enabling your team to take decisions and actions according to business needs

  • Coaching mindset and behavior

  • Being an enabler who encourages collaboration experimentation & continuous learning

  • Being attentive to the impact of behaviors and decisions

  • Anticipation of business needs (business acumen)

  • Awareness of trends in the external world (industry market)

Further requirements

• Bachelors degree in Management Human Resources or a related field

• 7 years of relevant experience within HR/Learning services delivery and having led leaders in the past managing a large customer base globally

• Fluent in English required additional languages a plus based on region (i.e. German French Italian Spanish Portuguese Hungarian Chinese)

• Excellent written and verbal communication skills

• Demonstrated excellence in customer relations building partnerships and managing stakeholders at all levels within an organization

• Strong analytical skills and problem-solving ability

• Demonstrated ability in prioritizing multiple projects

• Knowledge of local-specific HR laws and regulations

• Travel based on business requirements

Who we are

A healthier future drives us to innovate. Together more than 100000 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.

Lets build a healthier future together.