People Support Specialist (Thailand)
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, HR colleagues, etc) with the execution of Employee Lifecycle Management activities and tasks.
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 HR 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 HR 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.
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)
Execute 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, 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.
Build relationships with HR colleagues within the HR 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 HR Support Solutions network provides consistent and effective services to our customers.
Achieve our HR 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)
We are seeking an individual with a degree and 3 years or more 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. Additional languages based on region/customer requirements may be required.