Learning Solutions Experience Specialist

Job description

The Position

Position Summary

The Global Learning Services teams focus on executing system data maintenance and administrative activities in Cornerstone and all relevant Learning management systems as well as providing all necessary non-systems related Learning process support. Global Learning Services provides customer service and advisory support to the Learning Community and business partners on global Learning systems and processes and ensures end-to-end process completion in line with customer-focused principles to ensure the Roche People Practices work for the business.

As a Learning Solutions Experience Specialist, you are responsible for executing Learning system data maintenance activities in a timely and accurate manner in support of Learning and more closely different event management business processes. You are also contributing to the continuous improvement of the People Support Solutions delivery through analysis of the interactions and collaboration with other HR functions within and outside of People Support Solutions. You need a broad understanding of global Learning processes and tools, as well as local and global downstream impacts on compliance, audits and right-to-operate, as well as finance, IT, etc. This is coupled with strong customer focus, communication skills, and solution orientation.

You are responsible for the flawless implementation of various events and programs. You are aiming to provide accurate and quick solutions for all stakeholders in all related tasks whilst keeping the whole end-to-end project plans under control and harmonizing it with the goals of the program. You significantly contribute to participants’ satisfaction - and its multiplier effect - through seamless user experience.

Responsibilities

Service Delivery

• Execute system data maintenance and administrative activities in Cornerstone and all relevant Learning management systems as well as provide all necessary non-systems related Learning process support primarily connected to the events and programs in scope.
• Provide customer service on event management-related activities according to the project plan, end-to-end process of organizing events, and troubleshooting when needed.
• Support business customers (and when relevant, the Global Learning Center of Excellence) with system maintenance and project activities.
• Cooperate effectively with other team members with daily work and projects.
• Advise the Learning community and business partners on global Learning systems and processes, and support the embedding of the new ways of learning.
• Advise the Learning community on technical and implementation opportunities for event management projects
• Actively participate in the development and implementation of Roche Learning's continuous improvement initiatives
• Actively participate in workshops, meetings, and work-related team events
• Provide guidance and advisory to the learning event management community at all levels.
• Be up to date on processes, own the knowledge development on processes, and contribute to the update of relevant documentation (SWIs, SOP, GWIs).
• Update SWIs and local SOP documentation and end-to-end event descriptions in line with the program owner(s) goals and preferences.
• Update and continuously improve project implementation plans and activities in collaboration with program managers or equivalent
• Participating in PSS project activities as required
• Display high integrity on the job and comply with the Roche guidelines, including data privacy rules and regulations.
• 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 the overarching objectives of the global People Support Solutions organization. Manage service quality expectations and address customer concerns
• Ensure end-to-end ownership of resolution
• Display strong ability to efficiently oversee end-to-end event management processes thus providing valuable partnership for the implementation.
• 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.
• Cooperate and liaise effectively with program owners and external or internal vendors or if required, coordinate them
• Collaborate directly with program/event participants and program stakeholders
• Actively take part in program planning/design and also its financial closure when required
• Control the smooth implementation of programs and events, take ownership over the whole process, and ensure the successful outcome in line with agreed deliverables, milestones, and overall timeline
• Effectively and reliably share best practices and the lessons learned with the program stakeholders and the Learning Solution Experience Team
• Display the ability to liaise event management program stakeholders with other Learning professionals if required
• Open and handle Purchase Orders, review and approve invoices
• Liaise with program manager/sponsor and liaise between vendors and the financial department on all appropriate elements of the given project/program, keep contact with the procurement department
• Track costs of the programs/events
• Accurately complete the monthly accrual and the charge back connected to programs/events

Cross-Functional Collaboration

• Build relationships with HR colleagues within the People Support Solutions organization as well as with customers to ensure ongoing service delivery effectiveness.
• 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. 

Outputs & Deliverables

• Continuous contribution to the improvement of the performance of the Shared Service Centres
• Reaching high customer satisfaction through consistent, high-quality delivery and application of customer care principles (measured by defined stakeholder feedback)
• Provide feedback, coaching, and advice for contacts in both HR and the business (measured by defined stakeholder feedback)

Who you are

• In this role, you will be working within a team of Learning Solution Experience  Specialists focusing on one or more customer groups or key Learning processes and across various functions and levels within the organization.
• You bring the following skills and competencies:
• Experience in a shared service center, preferably in a Learning/HR services environment. 
• Experience in event management and dynamic project coordination
• Experience with Cornerstone or other cloud-based learning management solutions preferred
• Learning and development know-how
• Knowledge of Learning processes is an advantage
• Strong customer service & interpersonal skills
• Excellent communication skills & team player
• Excellent problem-solving/analytical abilities
• Readiness to learn every day
• 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.
• Readiness to perform reliably and accurately in several finance-related tasks connected to the events the team supports
• Ability to thrive in an ambiguous and multicultural environment working across borders. 
• Ability to keep up with high-level stakeholders during the implementation of an event
• Experience in effectively working in a matrix organization across geographies and divisions. 
• Ability to navigate complex event management processes

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

• We are seeking an individual with a degree and 1-3 years of related experience in event management and/or dynamic project coordination and working experience in a team and service delivery or customer care environment. 
• Experienced and efficient handling of standard IT applications, preferably Google suite

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You bring the following qualifications: 

• University degree, HR preferred 
• Fluent in English required, additional languages a plus, based on region (i.e. German, French, Italian, Spanish, Portuguese, Hungarian, Chinese)

Employees are responsible for performing their duties in line with the SHE (Safety, Security,

Health and Environmental Protection) Guidelines and the applicable law. It is required to

complete the mandatory training courses and follow procedures and instructions accordingly.

Who we are

At 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.