APAC Customer Experience & Initiatives Lead

China, Shanghai, Shanghai
Malaysia, Selangor, Petaling Jaya

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Position summary
This position drives consistency and governance of quality, customer experience and various enabling solutions at a regional level. Customer Experience & Initiatives (CEI) provides the infrastructure to deliver core support solutions and implement requirements with Global Service Owners and the regions. Functions within CEI include:
● Quality Assurance & Excellence
● Knowledge Management, Content & Channels
● Continuous Improvement, Innovation & Technology
● Communications
● Projects

This position will deliver innovative programs, products and tools with a customer-focused lens and a focus on continuous improvement. It will oversee the following within the regional network:
● Service Quality Assurance (following globally aligned model)
● Customer Experience & Employee Engagement
● People Insights, Data & Technology
● Digital Agenda & Channel Strategy
● HR Support Solutions Strategic Initiatives Portfolio
● Demand Planning for HR Support Solutions
● Changes to Processes & Standards


1. Leadership, People and Culture

○ Develops strategy for CEI function and ensures efficient and effective department operations.
○ Implements new programs and strategic initiatives across HR for areas in scope.
○ Leads or sponsors cross-functional projects within CEI or broader regional network.
○ Plans, directs, and coordinates activities to support regional business needs, ensuring alignment with internal stakeholders both regional & global.
○ Participates and drives CEI topics and alignment across entire organization
○ Lead, role model, and facilitate people processes in line with Roche

2. Leadership commitments, People Practices and policies
○ Through frequent check ins, ensure that ongoing dialog occurs on the topics of Career, Capabilities, Connections and Contributions.

○ Build an engaging culture to both attract and retain top talent. Coach team members regarding their individual development and career plan and ensure succession plans are in place that provide continuity beyond transformation program timeframe.
○ Partner with site leadership to ensure development opportunities both within Support Solutions as well as across functions within the site.
○ Responsible for team`s compensation management, including yearly bonus distribution and salary increase.

3. Service Delivery
○ Ensure consistent and reliable service delivery for customers serviced. Responsible for customer satisfaction within area of responsibility
○ Implement processes and initiatives to ensure continuous improvement as well as service enhancement.
○ Align service delivery and quality with overarching objectives of the global HR Support Solutions organization. Manage service quality (aligned with global model) and address customer needs
○ Ensure operations according to defined KPIs and SLAs.
○ Ensure regulatory compliance in line with the countries, customers, and regulations.
○ Manage all budgetary concerns for the HR Support Solutions organization.
○ Manage local and global vendors as appropriate.
○ Develop and manage key stakeholder relationships and communications to partner in a proactive and customer outcomes focused way.

4. Cross-Functional Collaboration
○ Supports and enables continuous improvement culture in the HR PSS organization.
○ Partners with global HR Systems Solutions organization as well as the regional organization to develop and drive strategy associated with various HR technologies. Leverages external network and best practices.
○ Leads or sponsors cross-functional projects within CEI or broader regional network.
○ 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 leaders required.
○ Build strong partnerships with key stakeholders within the regional and global network.
○ Build relationships with HR stakeholders in the region 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. In partnership with HR Support Solutions governance function, ensure global standards are effectively implemented and lived in the regional network. Partner with other HR Support Solutions leaders 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:
● Expertise in the Customer Experience (CX) discipline with demonstrated ability to understand and value customer touch points in order to optimize and design great future experiences; develop customer segment strategies and value propositions that drive business results; and understand customer needs / behaviours and develop actionable customer insights
● 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 HR 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)

Roche is an equal opportunity employer.

Human Resources, Human Resources > HR Operations & Services