Advisory Senior Specialist (for new org)

China, Shanghai, Shanghai

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Position summary

Act as the generalist in People Support Solution (PSS) processes, focusing on engaging and managing stakeholders, providing end-to-end resolution in cross functional and complex requests or programs, and train other colleagues on cross functional topics.

  • Responsible for keeping stakeholders engaged, get feedback and drive for continuously good customer experiences
  • Drive organizational change management. Functions as a servicing partner to drive stakeholder alignment and management with other Chapters/Centers of Excellence and HR Business Partners to improve end to end HR delivery.
  • Responsible for providing end-to-end resolution in cross functional and complex HR requests or program launch
  • Responsible for streamlining cross functional processes, projects and continuous improvement initiatives.
  • Identify new customer service fields and convert to standard service/process to function team, e.g. Employee Lifecycle, Payroll, Time or Benefits operations
  • Be escalation points for cross functional topics and train other  team members
  • Provide HR solution or consulting to 1st level line manager enquiry
  • Conduct vendor management in PSS

Responsibilities

  • Service Delivery
    • Provide strategic, proactive consultation and guidance on complex changes, servicing requirements and processes such as acquisitions, reorganizations or product launches.
    • Responsible for leading teams to provide and implement end-to-end resolution in complex HR requests
    • Engage stakeholders in and outside of HR to get feedback and find solutions which provide great customer experiences
    • Attend HR Business Partner client meetings to engage with and understand the business needs
    • Help with demand forecasting for unexpected events such as acquisitions and product launches
    • Identify customer requirements and convert/standardize frequently complex requests to standard operations process
    • Proactivly identify process issues, drive root cause analysis, assessment of change impact and implement of the changes with alignment with process/service owners;
    • Identify training needs for specific processes/system functionalities and advise or organize training to managers or partners in HR
    • Provide general HR consultancy to 1st level line managers in big events, e.g. performance review, annual compensation cycle, etc
    • Ensure operations according to defined KPIs and SLAs
    • Ensure regulatory compliance in line with the countries, customers and regulations
    • Proactively participate in vendor selection, track vendor performance and drive SLAs;
  • Cross-Functional Collaboration
    • Global and local PSS teams
    • Local HR BP
    • Global and local Chapters/Centers of Excellence
    • Global and local Vendors
    • Other enabling functions, e.g. FA, Procurement, IT etc to ensure the solution implementation or improvement
    • PSS peers within region and global to ensure the PSS network provides consistent and effective services to our customers
    • Achieve our PSS vision by driving global consistency through collaboration

  • Outputs & Deliverables
    • High customer satisfaction through understanding of business requirements and providing high quality and end-to-end solutions with a sense of urgency
    • Continuous contribution to the improvement of the performance of PSS, e.g. quality, resources planning, standardizing service
    • Successfully completion of cases or projects

Who you are

In this position, you will be working within a team of advisors focusing on a customer group from various functions and across levels within the organization. 

  • You bring 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.
    • 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 

  • University degree or equivalent, HR preferred
  • 5+ years of related experiences in shared services or HR function, in multinational companies
  • Experiences with HR processes and more than 1 functional expertise and HR Generalist know-how
  • Strong customer orientation with proven experiences, service delivery management, HR process design or employee administration
  • Analytical thinking and pragmatic approach to dealing with complex requests
  • Experience of necessary tools (e.g. Workday or CRM Request Management software)
  • Fluent in English required, additional languages a plus, based on region (i.e. German, French, Italian, Spanish, Porteguese, Hungarian, Chinese)

Roche is an equal opportunity employer.

Human Resources, Human Resources > HR Operations & Services