Employee Lifecycle Management SME (Mandarin Speaker)
Roche
Petaling Jaya, Selangor
Permanent
Full-time
2 months ago
The PositionThe Employee Lifecycle Management team focuses on supporting ELM processes and provides customer service and advisory support to managers, employees, People & Culture and business partners on global P&C systems and processes and ensuring end-to-end process completion in line with customer focused principles to ensure the Roche People Practices work for the business.As a Employee Lifecycle Management Subject Matter Expert, you are responsible for coordinating complex P&C requests and being the internal escalation point for the ELM Specialists and Senior Specialist. In this role, you will be delivering training on systems, tools and processes, ensuring quality data maintenance by regular checks and assisting implementing corrective actions. In this position you will ensure that all relevant process documentation is up to date. The ELM SME also focuses on projects, system testing and continuous improvement initiatives.ResponsibilitiesService DeliveryEnsure consistent and reliable service delivery for customers serviced.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 concernsEnsure end to end ownership of resolution, operations according to defined KPIs and SLAs. Ensure regulatory compliance in line with the countries, customers, and regulations.Develop and manage key stakeholder relationships and communications to partner in a proactive and customer outcomes focused way.Coordination of Complex HR RequestsProvide customer service on HR related activities, such as inquiry resolution, request management, and troubleshooting for end to end customer experience.Execute system data maintenance and business process activities in support of P&C business processes (onboarding, movement, off boarding etc.)Act as SPOC for internal escalations (Tier 2)In team assigned, support appropriate process execution, Servicing regulatory compliance / Audit readinessSupport P&C chapters in system maintenance activitiesSupport operations in troubleshooting and in escalations to Tier 3 (IT/P&C)Training Delivery and Ensure Data QualityAdvise and train stakeholders on process and systemDeliver solution and process training.Acts as a point of contact for all training related topicsIdentify training needs and propose training activities (internal and external)Attend community meetings and cascade information to the appropriate levelsDelivers New Hire Orientation process/system training for newcomersProcess Documentation CorrectnessCollaborate with other P&C chapters keep training materials and process documentation up to dateFollow the system and process updates and embed new knowledge in the existing communityEnsure process and systems documentation is up to date through coordinating the update of SWIs and local SOP documentationProjects Delivery, System Testing and Continuous ImprovementContributes to continuous improvement initiativesParticipates in HR Support Solution systems and business process innovation projects, including systemleads project streams or small projects or initiatives within the respective areaWork with Operations Teams, BPAs, IWS, and CoE and IT, etc.Cross-Functional CollaborationCollaborate with peers within the region and globally to ensure the People Support Solutions network provides consistent and effective services to our customers.Achieve our People Support Solutions vision by driving global consistency through collaboration.Who you areIn this role, you will be working within a team of Specialists and ELM Partners focusing on our customers and collaborating with teams across various functions and levels within the organization.You bring the following Experience:3+ years of related experience in Employee Lifecycle Management Subject Matter Expert experience in a HR Shared Services Environment.Deep knowledge of Employee Lifecycle ManagementUniversity degree, HR preferredSolid understanding of Shared Service Center Processes and environmentAbility to navigate complex HR Data structureExperience on HR Processes and expertise end-to-end HR ELM related processesStrong knowledge in business solutions like Workday or SAP and its business processesExperienced and efficient handling of standard IT-applications, preferably Google suiteBusiness Acumen and understanding servicing impactFluent in English and Chinese required as this role will be supporting our counterpart in ChinaWho we areAt Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.The Roche Services & Solutions as well as People Support Solutions organisations located in Kuala Lumpur provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the APAC region. Today Roche employs altogether around 1100 employees in Malaysia.Roche is an Equal Opportunity Employer.
