Learning Service Advisor (Mandarin Speaker)

Job description

·  Job facts

Position summary

Act as the main Global Learning Services advisor in People Support Solution (PSS) Learning processes, focusing on engaging and managing stakeholders for a designated customer group and subgroup, including Learning Experts, providing end-to-end resolution in cross functional and complex requests or programs, and update other colleagues on cross functional topics.

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Responsible for keeping stakeholders engaged, get feedback and drive for continuously good customer experiences

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Brings the business closer to Global Learning Services and vice-versa by creating a more collaborative relationship among the customer group and subgroup and the Global Learning Services support teams.

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Drive organizational change management. Functions as a servicing partner to drive stakeholder alignment and management with the Learning Center of Excellence and Learning community business partners to improve end to end Learning delivery.

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Responsible for providing end-to-end resolution in cross functional and complex Learning requests, training launches or audits.

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Responsible for streamlining cross functional processes, projects and continuous improvement initiatives.

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Identify new customer service fields and convert to standard service/process to function team, e.g. E-Learning, Cornerstone Operations support, Event Management, Instructional Design.

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Be escalation point for cross functional topics and update other team members on any focus areas or process improvements

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Provide Learning solution and/or consulting to Learning communityinquiries

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Conduct vendor management in PSS where appropriate

Responsibilities

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Service Delivery

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Provide strategic, proactive consultation and guidance on complex changes, servicing requirements and processes such as acquisitions, reorganizations or training launches.

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Responsible for leading teams to provide and implement end-to-end resolution in complex Learning requests

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Engage stakeholders in and outside of the Learning community to get feedback and find solutions which provide great customer experiences

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Attend client meetings to engage with and understand the business needs

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Help with demand forecasting for unexpected events such as acquisitions, training launches, audits

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Identify customer requirements and convert/standardize frequently complex requests to standard operations process

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Proactivly identify process issues, drive root cause analysis, assessment of change impact and implement of the changes with alignment with process/service owners;

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Identify training needs for specific processes/system functionalities and advise or organize training to managers or partners in the Learning community

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Ensure operations according to defined KPIs and SLAs

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

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Proactively participate in vendor selection, track vendor performance and drive SLAs where appropriate

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Prepare reports, graphs and charts on team performance for the customer group and subgroup they are responsible for; support the Team Leader with reports or analysis on SSC performance with regards to customer group and subgroup

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Have an end-to-end understanding of Learning processes as well as a deep business understanding.

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Represent PSS view when developing or reviewing customer specific business processes and policies; align with BPAs as needed.

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Assist in the development of business processes and documentation and provides for support business communications.

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Assist staff with less experience by providing technical advice and guidance.

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Coordinate audit support of customers in case of need with the help of other team members

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Cross-Functional Collaboration

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Global and local PSS teams

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Global Learning Center of Excellence

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Global and local Vendors - where appropriate

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Other Global Learning Services teams to ensure end-to-end accountability for request handling

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PSS peers within region and global to ensure the PSS network provides consistent and effective services to our customers

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Achieve our PSS vision by driving global consistency through collaboration

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Outputs & Deliverables

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High customer satisfaction through understanding of business requirements and providing high quality and end-to-end solutions with a sense of urgency

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Continuous contribution to the improvement of the performance of PSS, e.g. quality, resources planning, standardizing service

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Successfully completion of cases or projects

Who we are

At Roche, 91,700 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. Roche Diagnostics is committed to create a great place to work for its employees and in 2015 we have been accredited as Regional Best Employer Asia Pacific by Aon Hewitt. Individual Best Employer Awards were awarded in Singapore, Korea, China and India.

Roche is an equal opportunity employer.

Desired profile

Who you are

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

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You bring the following skills and competencies:

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Experience in a shared service center, preferably in a Learning/HR services environment.

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Experience with Cornerstone or other cloud-based learning management solutions

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Learning and development know-how

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Proven track record of being able to deliver in a matrix organization.

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Ability to work independently in a fast-paced environment and to handle multiple, competing priorities.

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Ability to thrive in an ambiguous and multicultural environment working across borders.

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Ability to navigate complex organisational structures

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Core capabilities include:

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Living customer centricity through your day-to-day interactions (incl. needs anticipation, cultural awareness, managing one's response)

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Demonstrating end-to-end accountability (incl. big picture and impact understanding, engaging others to ensure a successful outcome)

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Demonstrating problem-solving (incl. active listening, critical thinking, process improvements)

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Having a growth mindset (incl. taking risks and experimenting, seeking new learning opportunities, asking and giving feedback)

Further requirements

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University degree or equivalent preferred

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5+ years of related experiences in shared services or Learning/HR function, in multinational companies

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Experience with Learning/HR processes, functional expertise, and Learning and Development know-how

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Strong customer orientation with proven experiences, service delivery management, Learning/HR process improvement

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Analytical thinking and pragmatic approach to dealing with complex requests

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Experience of necessary tools (e.g. Cornerstone, Learning Management Systems, Workday)

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Fluent in English and Mandarin required

Roche is an equal opportunity employer.
Human Resources, Human Resources > HR Operations & Services

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