People Support Solutions Country Lead Shanghai, China

China, Shanghai, Shanghai

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As the Country Lead or Country Group Lead for one of the People Support Solutions (PSS) geographical location and country grouping (Switzerland, Germany, China, North America, LATAM, Rest of EMEA, or Rest of APAC), you will lead and drive the implementation of the PSS strategy, culture, and operational delivery across your geographic area of responsibility as well as in the location. 

You will be part of the regional PSS leadership team reporting into the respective Regional Network Head (Americas, APAC or EMEA).  You will partner closely with the other Country Lead(s)/Country Group Lead(s) within your region to deliver great customer experience that is consistently accurate, timely and reliable.  You will also be a member of your site’s leadership team (Budapest, San Jose, Kuala Lumpur), or the site HR/People and Culture leadership team (Indianapolis, Mannheim, Basel/Kaiseraugst, Shanghai).  Operations Managers and/or Team Leads will report to you.  

In addition to people leadership, you will focus on leading operational excellence within your geographic area of responsibility and can also be a Key Account Manager (KAM) for geographical areas of Roche to be defined.  In addition, you will closely liaise with HR centers of excellence/chapters and HR Business Partners to ensure alignment with the broader HR function.  


  • Leadership, People and Culture

  • Accountable for leading and developing the PSS teams in your geographic area of responsibility for: Employee Lifecycle Management, Pay, Time, Benefits, and Advisory.  

  • Create a culture that is end-to-end resolution focused and working as a region and global network to deliver a great customer experience.

  • Ensure that the right talent is onboard so that the PSS competencies are fully developed and lived in the teams, and operations can run smoothly.

  • Lead cross-border teams who are not physically located in the same site as you or each other.  

  • Act as site lead for PSS representing the PSS chapter in the Site leadership team and ensuring close collaboration in the site. This includes leadership for other PSS employees who are not in your direct reporting line, but are working with a leader located at another site.  Can include embedding core capabilities, mindset, development, culture and local topics like engagement, retention, benefits, time management, local legal or regulatory topics, as well as cross-functional site topics, etc. 

  • In this role act as decision maker for PSS teams at the site, fostering alignment at the site level with regards to policies, programmes, people practices. 

  • Ensure remote PSS leaders have been consulted and have transparency of initiatives, plans, changes etc. affecting their teams in the site

  • Act as admin manager for Operations Managers and Team Leads whose functional managers are at a different location

  • Foster an engaging culture to both attract and retain top talent from both external and internal talent pipelines. Ensure succession plans are in place that provide continuity.

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

  • Communicate to ensure that the PSS teams are informed of all new information related to HR services, procedures, projects, and customer needs. 

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

  • Service Delivery

    • Manage the overall customer experience for your geographic area of responsibility.  Ensure consistent and reliable service delivery for customers.  

    • Build and maintain a working environment that supports team building and working as one high performing team across borders. 

    • Drive harmonization of processes to ensure high quality service delivery. 

    • Identify and implement opportunities for improvement or service enhancement.  

    • Accountable for the measurement and management of service demand through effective capacity planning and team management to meet strategic needs of the region. 

    • Develops, implements, and monitors operational service standards to ensure that support and services are provided in line with established performance metrics. Manage Service Level Agreements, Servicing Advisory, Charging Model, Key Performance Indicators, and other agreed metrics.  

    • Understand the broader HR/People and Culture agenda and ensure the PSS team activity is fit for purpose.  

    • Align service delivery and quality with overarching objectives of the global HR Support Solutions organization, as well as across teams in the site, in the region and across the overall PSS network.

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

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

    • Manage local vendors as appropriate.

    • Manage and communicate to stakeholders and customers, including escalation management.

  • Service Transition

    • Manage service scope, stakeholder expectations and ensure the right level of stakeholder satisfaction during the transition period as well as partnering with other site(s) to ensure smooth transitions during the transformation.

    • Role models behaviors to accept and deliver great service within our future organizational setup.

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

    • Ensure success of the transition plan through appropriate resource planning and mitigation.

  • Key Account Management (where applicable)

    • Be the conduit and link between the key stakeholders (HR and non-HR) and PSS for their area of responsibility. 

    • Develop and manage key stakeholder relationships and communications to partners in your geographic responsibility in a proactive and customer outcomes focused way.

    • Act as the liaison and conduit on expectations, needs, and priorities from the key account customer to manage the demand and capacity planning for HRSS. 

    • Initiate and lead sprints and/or form squad teams to support ad hoc project needs.

    • Partner with stakeholders and HR to identify opportunities to better support various business segments and to identify additional services. 

    • Liaise and align with other Key Account Managers on customer needs and opportunities for synergies across customer groups. 

  • 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. High level of collaboration with site Leadership Team required. 

    • Build relationships with HR stakeholders in the region to ensure ongoing service delivery effectiveness.

    • Collaborate with peers within region and globally to ensure the Support Solutions Network provides consistent and effective services to our customers.

    • Achieve our People Support Solutions vision by driving global consistency through collaboration. In partnership with PSS governance function, ensure global standards are effectively implemented and lived in the regional network. Partner with other PSS leadership and operations teams to effectively achieve this.

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 a shared service center, with a proven track record leading regional or global service delivery teams, preferably in an HR services environment. 

    • Demonstrated experience managing and supporting change initiatives.

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

    • Ability to influence and work with key HR 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 organisation across geographies and divisions. 

  • 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) 

  • 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 behaviours and decisions     

    • Anticipation of business needs (business acumen)

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

Further requirements 

  • We are seeking an individual with 7+ years of related experience working in the HR function and as a leader of leaders.

  • Strong communication skills in English (written and spoken) are essential. Additional languages a plus, based on region (i.e. German, French, Italian, Spanish, Porteguese, Chinese)

  • Knowledge of related federal/state/local/country specific laws and regulations.

  • Some travel expected.

Roche is an equal opportunity employer.

Human Resources, Human Resources > HR Operations & Services