Global Learning Customer Lead

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.The PositionThe OpportunityRole Specific ResponsibilitiesBuild a culture of customer service within the team and across the PSS network as a wholeBuild strong partnerships with key internal organizations and stakeholdersCreate and leverage metrics to analyze and monitor operations to ensure a high level of customer service, efficiency, and complianceDrive continuous improvements to increase productivity, quality, and service locally and globally. Leverages and aligns best practices within the PSS networkResponsible for department budget and resource needsEnsures processes follow strict compliance with legal and regulatory bodies. Ensures processes are compliant with Roche group standards (i.e. Roche Core)Serve as a strong partner with the Global Learning Center of Excellence across the network and respective BPMs to understand strategy, direction, and specifics of programs and plans. Leadership, People and CultureLead, role model, and facilitate people processes in line with Roche Leadership commitments, People Practices, and policies. Through frequent check-ins, ensure that ongoing dialog occurs on the topics of Career, Capabilities, Connections, and Contributions. Build an engaging culture to both attract and retain top talent. Coach team members regarding their individual development and career plans and ensure succession plans are in place that provide continuity beyond the transformation program timeframePartner with site leadership to ensure development opportunities both within People Support Solutions as well as across functions within the siteResponsible for team`s compensation management, including yearly bonus distribution and salary increaseService DeliveryEnsure consistent and reliable service delivery for customers serviced. Responsible for customer satisfaction within the area of responsibilityImplement processes and initiatives to ensure continuous improvement as well as service enhancementAlign service delivery and quality with the overarching objectives of the global People Support Solutions organization. Manage service quality expectations and address customer concernsEnsure operations according to defined KPIs and SLAsEnsure regulatory compliance in line with the countries, customers, and regulationsManage all budgetary concerns for the People Support Solutions organizationManage local and global vendors as appropriateDevelop and manage key stakeholder relationships and communications to partner in a proactive and customer outcomes-focused wayService TransitionEnsure transition plans, as developed by the program organization, are feasible and lead to the desired business resultsEnsure the success of the “build side” of the transition plan through appropriate resource planning, staffing, and provision of the necessary site and other functions supporting servicesCross-Functional CollaborationOptimize and maximize value for Roche through identifying and implementing opportunities that derive from other functions (Finance, IT) already being present in new sites. A high level of collaboration with site leaders is required. Build relationships with HR/Learning stakeholders globally to ensure ongoing service delivery effectivenessCollaborate with peers within the region and globally to ensure the People Support Solutions network provides consistent and effective services to our customersAchieve our People Support Solutions vision by driving global consistency through collaboration. In partnership with the People Support Solutions governance function, ensure global standards are effectively implemented and lived in the network. Who You AreIn this role, you will be working with stakeholders from various functions and across levels within the organization. Your team may not physically be in the same location as you, therefore your ability to work across borders and to lead virtually is important. Strong leadership competencies and demonstrated success in change management are also critical.Furthermore, you bring the following skills and competencies:Experience in an HR shared service center/HR Outsourcing, with a proven track record of leading global service delivery teams, preferably in an HR/Learning services environment. Experience with Cornerstone or other cloud-based learning management solutions preferredDemonstrated experience managing and supporting change initiativesAbility to credibly represent our Learning and People Support Solutions vision and strategy and “the why” behind itAbility to influence and work with key HR/Learning stakeholders to partner in achieving our strategy. Ability to exert influence to create positive cultural changeProven track record of being able to deliver in a matrix organizationAbility to work independently in a fast-paced environment and to handle multiple, competing prioritiesAbility to thrive in an ambiguous and multicultural environment working across borders. Experience effectively working in a matrix organization across geographies and divisions. 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) You bring a creative leadership style, which is demonstrated through:Proactive change leadershipEmpowering and enabling your team to take decisions and actions according to business needsCoaching mindset and behaviorBeing an enabler, who encourages collaboration, experimentation & continuous learningBeing attentive to the impact of behaviors and decisions Anticipation of business needs (business acumen)Awareness of trends in the external world (industry, market)Further RequirementsBachelor’s degree in Management, Human Resources, or a related field7+ years of relevant experience within HR/Learning services delivery and having led leaders in the past managing a large customer base globallyFluent in English required, additional languages a plus, based on region (i.e. German, French, Italian, Spanish, Portuguese, Hungarian, Chinese)Excellent written and verbal communication skillsDemonstrated excellence in customer relations, building partnerships, and managing stakeholders at all levels within an organizationStrong analytical skills and problem-solving abilityDemonstrated ability in prioritizing multiple projectsKnowledge of local-specific HR laws and regulationsTravel based on business requirementsWho we areA healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.Let’s build a healthier future, together.Roche is an Equal Opportunity Employer.