Specialist Social Benefits Program

Job description

The Position

Position summary

The Payroll, Time, Benefits team focuses on payroll, time, benefits support and provides customer service and advisory support to P&C and business partners on local 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 Benefits Specialist, you are responsible for executing HR system data maintenance and administrative activities in a timely and accurate manner in support of P&C business processes (in the area of social insurance, several local and global benefits etc.). You are also contributing to the continuous improvement of the P&C Support Solutions delivery through analysis of the interactions and collaboration with other P&C functions within and outside of P&C Support Solutions. You need a broad understanding across local HR processes and tools, as well as local and global downstream impacts on employee lifecycle management, finance, procurement, IT, etc. This is coupled with strong customer focus, communication skills and solution orientation.

Responsibilities

• Service Delivery
  • Execute system data maintenance and administrative activities in support of P&C business processes (in the area of social insurance, several local and global benefits etc.).
  • Provide customer service on P&C related activities, such as inquiry resolution, request management, and troubleshooting.
  • Supports P&C Chapters in system maintenance activities.
  • Advise P&C and business partners on local P&C systems and processes, and support the embedding of the new ways of working.
  • Actively participate in the development and implementation of continuous improvement initiatives.
  • Provide guidance and advisory to first level support teams.
  • Be up to date on processes, own the knowledge development on processes, and contribute to the update of relevant documentations (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 overarching objectives of the global P&C 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 P&C colleagues within the P&C Support Solutions organization as well as with customers to ensure ongoing service delivery effectiveness.
  • Collaborate with peers within region and globally to ensure the People Support Solutions network provides consistent and effective services to our customers.
  • Achieve our P&C Support Solutions vision by driving local consistency through collaboration.

• Outputs & Deliverables
  • Continuous contribution to the improvement of the performance of People Support Solutions
  • 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 Specialists focusing on a customer group from one of the regions and across various functions and levels within the organization.

• You bring the following skills and competencies:
  • Preferably experience in a shared service center and in an HR services environment.
  • Preferably HR generalist know-how.
  • Preferably a 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 organisation 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)

• Further requirements
  • We are seeking an individual with a degree and 3 years of related experience in an 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
  • basic Knowledge of local tax and social insurance
  • University degree, HR preferred
  • Strong communication skills in English (written and spoken) are essential. Additional languages a plus, based on region/customer requirements.

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.

Roche China consists of the full value chain of Pharmaceuticals and Diagnostics fields, from early research, clinical development, manufacturing to commercialization. With more than 7,000 employees, Roche China is now working to develop itself into Roche's third global strategic center after Basel and San Francisco, and making sustained efforts to fulfill its long-term commitment to China, so as to meet Chinese patients’ unmet needs.

Roche is an Equal Opportunity Employer.