Regional Quality Assurance & Excellence Specialist

Petaling Jaya
Selangor, Malaysia

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The Position

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.

  •  Develops and implements quality processes and procedures based on global framework and standards.
  • Establishes and monitors Key Performance Indicators to safeguard operational performance and customer satisfaction. 
  • Initiates and oversees projects and continuous improvement activities in alignment with operational teams.

    Makes recommendations for enhancements to training materials as needed to enhance the overall customer’s experience.
  • Provides support in terms of reporting and analytics for internal and external Quality Reports / Reviews, Account Management decks and ad hoc adoption / service improvement projects
  • Participate in squad teams based on business needs to deliver required business outcomes.

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:

  • 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)

Other capabilities & skills critical to the role:

  • Strong expertise in the area of quality management, processes and continuous process improvement and process innovation techniques
  • 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

  • Cross-cultural communications

  • Influencing and consultative skills 

  • Analytic thinking

  • 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

Who We Are

A member of the Roche Group, Genentech has been at the forefront of the biotechnology industry for more than 40 years, using human genetic information to develop novel medicines for serious and life-threatening diseases. Genentech has multiple therapies on the market for cancer & other serious illnesses. Please take this opportunity to learn about Genentech where we believe that our employees are our most important asset & are dedicated to remaining a great place to work.

The next step is yours. To apply today, click on the "Apply online" button.

Genentech is an equal opportunity employer & prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, disability, marital & veteran status. For more information about equal employment opportunity, visit our Genentech Careers page.


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