Junior Specialist (Mandarin Speaker) - AskHR (HR Servicedesk)

Malaisie, Selangor, Petaling Jaya

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Position summary

At Roche, we named our HR Service Desk “AskHR”.
AskHR is the first point of contact for all HR-related enquiries and services for all Roche people (employees, candidates, contingents, retirees, managers, HR colleagues, etc). We are a team that works very closely together supporting one of the regions (Americas, APAC or EMEA).  A high degree of flexibility and proactivity is expected. AskHR is within the HR Support Solutions organization. HR Support Solutions turns decisions into action and provides employees, senior managers and other stakeholders (such as HR 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.

As an AskHR Junior Specialist, you need to build up a broad understanding across global HR and Learning 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 HR system and administrative activities in support of HR business processes (e.g. Attract To Onboard, Redeploy To Retire, Assess To Reward)

    • Deliver Service by use of all available channels mainly using channels of chat and ticketing system.  

    • Provide customer service on HR related activities, such as inquiry resolution, request management, and troubleshooting.

    • Display high integrity on the job and comply with the Roche guidelines.

    • Embed customer care principles into daily activities

    • Comply with data privacy rules and regulations

    • Ensure consistent and reliable service delivery for customers serviced.

    • Align service delivery and quality with overarching objectives of the global HR Support Solutions organization. Manage service quality expectations and address customer concerns

    • Ensure end to end ownership of resolution

    • Ensure operations according to defined KPIs and SLAs.

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

  • Cross-Functional Collaboration

    • 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 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

    • Continuous contribution to the improvement of the performance of HR Support Solutions (measured by initiative(s) undertaken and impact of them)

    • Reaching high customer satisfaction through consistent, high quality delivery and application of customer care principles (measured by defined stakeholder feedback)

    • Provide feedback, coaching and advice for contacts in both HR and the business (measured by defined stakeholder feedback)

Who you are

In this role you will be working within a team of Specialists focusing on supporting China customer group. 

You bring the following skills and competencies:

  • 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. 

  • 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 ideally some first experience with 0-1 years in customer service or related to Human Resources.  

  • Experienced and efficient handling of standard IT-applications, preferably Google suite

  • Ideally some knowledge of Workday HR Processes.

  • Strong communication skills in Mandarin and English (written and spoken) are essential. Additional languages a plus. 

Roche is an equal opportunity employer.

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