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The Position
Position summary
The Pay Time Benefits team focuses on supporting pay time and benefits 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 Pay Time Benefits Subject Matter Expert, you are responsible for coordinating complex P&C requests and being the internal and external escalation point for the PTB Specialists/colleagues. In this role, you will foster knowledge building and support end to end resolution of cases, projects in PTB, 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 PTB SME also focuses on projects, system testing and continuous improvement initiatives.
Responsibilities
- Service Delivery
- Ensure 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 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.
- Develop and manage key stakeholder relationships and communications to partner in a proactive and customer outcomes focused way
- may include to work independently within broad guidelines and policies, with guidance in only the most complex situations
- may include responsibility for the governance and adherence of all spine topics in business consulting and guidance efforts with PTB SME and applies decision principles to prioritize initiatives
- May include to sense the government policy and interpret into implementation plans for local benefits topics by collaborating with other functions, e.g. Finance, Legal, PR&R, HRBP…..
- Coordination of Complex PTB Requests
- Provide customer service on P&C 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 (payroll, time and benefits etc)
- Act as Single Point Of Contact for internal escalations (Tier 2)
- may include to act as escalation point for team members and PSS on high complex issues
- may include to work independently within broad guidelines and policies, with guidance in only the most complex situations
- In team assigned, support appropriate process execution, Servicing regulatory compliance / Audit readiness
- Support P&C chapters in system maintenance activities
- Support operations in troubleshooting and in escalations to Tier 3 (IT/P&C)
- may include support for PTB Teamleads/PTB Operations Manager and contributes to the strategic vision and direction + accountable for implementing the strategic direction
- may include to develop new approaches to complex problems potentially influencing others to change their point of view and leading others to solve the problem
- Training Delivery and Ensure Data Quality
- Advise and train stakeholders on process and system
- Deliver training on system, tools, processes
- may include to ensure usage of PTB related tools to their full extent by regular checks and implementing corrective actions
- Acts as a point of contact for all training related topics
- Identify training needs and propose training activities (internal and external)
- Attend community meetings and cascade information to the appropriate levels
- Delivers New Hire Orientation process/system training for newcomers
- Process Documentation Correctness
- Collaborate with other P&C chapters to keep training materials and process documentation up to date
- Follow the system and process updates and embed new knowledge in the existing community
- Ensure process and systems documentation is up to date through coordinating the update of SWIs and local SOP documentation
- Projects Delivery, System Testing and Continuous Improvement
- Contributes to continuous improvement initiatives
- may include to lead continuous improvement initiatives and support implementation of continuous improvement culture
- Participates in HR Support Solution systems and business process innovation projects, including system
- may include leading of project streams or small projects or initiatives within the respective area
- may include collaboration with vendor on system design and perform system testing
- may include participation or support and collaboration of/with global PTB round table
- Work with Operations Teams, BPAs, and CoE and IT
- Cross-Functional Collaboration
- Collaborate 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.
- may include collaboration with global PTB AoP and other global chapters and business areas
Who you are
In this role, you will be working within a team of Specialists focusing on our customers and collaborating with teams across various functions and levels within the organization.
You bring the following Experience:
- 5+ years of related experience in Pay Time Benefits Subject Matter Expert experience in a HR Shared Services Environment.
- deep knowledge of pay time benefits - especially tax and social insurance
- University degree, HR preferred
- Solid understanding of Shared Service Center Processes and environment
- Ability to navigate complex HR Data structure
- Experience on HR Processes and expertise end-to-end HR pay, time, benefits processes
- Strong knowledge in business solutions like Workday or SAP and its business processes
- Experienced and efficient handling of standard IT-applications, preferably Google suite
- Business Acumen and understanding servicing impact
- Fluent in English required (add another languages required based on region i.e. German, French, Italian, Spanish, Portegues, Hungraian, Chinese)
Competencies:
- Critical thinking and solution oriented mindset.
- 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 organization 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)
Where pay transparency applies, details are provided based on the primary posting location. For this role, the primary location is Petaling Jaya. If you are interested in additional locations where the role may be available, we will provide the relevant compensation details later in the hiring process.
Who we are
A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.
Let’s build a healthier future, together.
Roche is an Equal Opportunity Employer.
