Responsible for assessing the quality and performance of our Roche HR Support Solutions business processes as delivered through the operational teams, as well as driving continuous improvement and process innovation.
Ensures appropriate process execution, Servicing regulatory compliance / Audit readiness.
Details of the Role
1． Develops and implements quality processes and procedures
✔ Collaborate with site & regional/global colleagues to define quality standards, processes and procedures
✔ Implement standards and procedures for Kuala Lumpur/ regional HR and Learning Operations teams
✔ Maintain productive partnerships with key stakeholders at site level (team leads, Service Managers) and HR support solutions KAMs on the topics of quality, process performance and compliance as well as continuous improvement
✔ Ensure appropriate process execution, Servicing regulatory compliance / Audit readiness
2. Establishes and monitors Key Performance Indicators
✔ Based on HR support solution organisation and site based standards, develop the metrics and Key Performance Indicators to ensure Operational Excellence and Customer Satisfaction/Impact
✔ Monitors KPIs for deviations and discusses positive outcomes/focus areas with respective teams
✔ Runs customer satisfaction surveys as per support solutions strategy and plan
3.Initiates and oversees projects and continuous improvement activities
✔ Using statistics (analytics) to derive continuous improvement initiatives by using e.g. six sigma approach
✔ Suggests improvement initiatives as a result of analysis conducted
✔ Validates and shares with other colleagues from HR Support Solutions network regarding re-use of existing and process improvements or innovations
✔ Drives a culture of problem solving, continuous improvement and innovation through role modelling and partnering with operational teams
✔ Makes recommendations for enhancements to training materials as needed to enhance the overall customer’s experience.
✔ Upon need participate in HR Support Solutions Network projects and squads.
4． Provides support in terms of reporting and analytics
✔ Provides support in terms of reporting and analytics for Quality Reports / Reviews, Account Management decks and ad hoc adoption / service improvement projects
✔ Provides support external and internal audits
Who you are
Core capabilities include:
Other capabilities & skills critical to the role:
A solid understanding of Shared Service Center Processes and environment
Experience in streamlining processes and eliminating waste; Work hard but smart.
Experience with HR processes & expertise are beneficial
Influencing and consultative skills
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 environment.
Experienced and efficient handling of standard IT-applications, preferably Google suite
Fluent in written and spoken English, mandarin would be beneficial
5+ years related experience in Shared Services, preferably with experience with HR shared services
3+ years of experience in the field of quality management and operational excellence, preferably gained in shared services environment
Lean/Six Sigma certification and knowledge of AGILE Methodology
Bachelor Degree or above
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