Shared Services Specialist

Job description

The Position

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 an eLearning Specialist, you are responsible for executing Learning system data maintenance and administrative activities directly related to eLearning and content management mostly focusing on testing of all eLearnings in a timely and accurate manner in support of Learning 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.

Responsibilities:

● Service Delivery

○ Execute system data maintenance and administrative activities directly related to eLearning and content management in Cornerstone and all relevant Learning management systems as well as providing all necessary non-systems related Learning process support.

○ Focusing on testing the functionality of all eLearning courses. ○ Provide customer service on eLearning-related activities, such as inquiry resolution, request management, and troubleshooting.

○ Supports the Global Learning Center of Excellence and our business customers with system maintenance and project activities.

○ Cooperate effectively with 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.

○ 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 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

○ Participating in 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 ○ 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.

● Cross-Functional Collaboration

○ Build relationships with HR/Learning 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 Centre

○ 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 with a team of eLearning Specialists focusing on eLearning requests and content management from all customer groups 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 with Cornerstone or other cloud-based learning management solutions preferred

○ Attention to detail

○ Learning and development know-how. ○ Knowledge of eLearning processes an advantage ○ Strong customer service & interpersonal skills

○ Excellent communication skills & team player

○ Excellent problem-solving/analytical abilities

○ 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 in effectively working in a matrix organization across geographies and divisions.

○ Ability to navigate complex Learning 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

Further requirements :

● We are seeking an individual with a degree and 1-3 years of related experience in a Learning/HR area and/or working experience in a team and service delivery or customer care environment.

● Experienced and efficient handling of standard IT applications, preferably Google Suite and eLearning content

● 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)

SHE requirements:

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 San Jose provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the Americas region. Today Roche employs altogether around 800 employees in Costa Rica.

Roche is an Equal Opportunity Employer.