People Support Associate (Mandarin Speaker)

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.

At Roche, we named our entry point for all employees and managers the “People Portal” and the enabling team taking care of People & Culture (P&C) work is named “People Support Team”.
People Support Specialist combines the first point of contact for P&C-related enquiries and services for all Roche people (employees, candidates, contingents, retirees, managers, P&C colleagues, etc).
We are a team that works very closely together, supporting a country or cluster of countries as part of a region. A high degree of flexibility and proactivity is expected. 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 also 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.

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)

• 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, 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 HR 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

Who you are

In this role, you will be working within 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 organisation 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 1-2 years of related experience in customer service or related Human Resources area.

• Fresh graduates are also welcome to apply. 

• 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

• Communication skills in English and Mandarin (written and spoken) are essential. Additional languages based on region/customer requirements may be required. 

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.