Responsible for managing respective team and performing all people leadership related activities. Managing respective business processes, ensuring KPIs are met on team and individual level, and regular operations reviews are held internally and externally with relevant stakeholders.
Lead and manage an contact center team covering Tier 0 & Tier 1 (national and / or Region APAC) by delivering best services and solutions towards the clients.
Ensuring delivery of services in accordance with agreed performance levels (KPI) and in line with legal / regulations (compliance), continuously driving improvement activities / projects (simplification, standardization, automation) for service excellence and consistent customer experience.
Work with Manager, Service Advisors and Key Account Managers as required to develop future service portfolio in the area of Service Desk in line with overall HR support solutions strategy, seeking better / creative solutions to support business needs, as well as leveraging advanced technology to continually drive team work efficiency and enhance customer experience.
Apply data analytics & Reporting based on received customer queries / questions, to provide HR insights to business & HR community for proactive policy / program design / review, end user behavior change and improved employee relationship management, etc.
Develop team member’s knowledge, skill, competency, etc. in order to retain and develop talented staff, drive overall team performance & quality levels, and build up team talent pipeline.
Sustain a win-win relationship with external vendors, as well as monitor the vendor performance through routine and / or project work.
Initiate or participate in squad teams based on business needs to deliver required business outcomes.
Build a strong competitive team based on identified HR Support Solutions core and functional competencies as well as Roche values.
Role Model our people practices and ensure they are fully embraced and lived by the teamDrive employee retention, engagement and talent managementThrough frequent check ins, ensure that ongoing dialog occurs on the topics of Career, Capabilities, Connections and Contributions.
Coach team members regarding their individual development and career plan & ensure succession plans. Create safe and positive team environment and ensure team demonstrating the right mindset and attitude (Trust, growth mindset, customer centricity, E2E accountability, problem solving)Responsible for team s compensation management, including yearly bonus distribution, salary increase
Manage service quality expectations and address customer concernsLeading the contact center team on execution of Tier 0 and Tier 1 activities following assigned KPIs, pro-actively providing feedback / inputs to stakeholders from service perspective.
Seeking, identifying and driving service continuous improvement activities / projects as well as service enhancement based on monthly KPI, customer feedback and best practice sharing from global service networking, in terms of standardization, automation, and simplification.
Ensure maintenance, ongoing development and improvements to Tier 0 platforms and Tier 1 way of working, process flow, driving employee’s self service efficiency and enabling end user behavior changeSetting and monitoring team working plan and resource allocationsContribute with the team to knowledge update process to enable accurate and efficient HR knowledge management strategy (Portal, Chat, Chatbot)Developing and managing key stakeholder relationships, partnering in a proactive and customer outcomes focused way.
Responsible for customer satisfaction within area of responsibilityMaintaining and auditing SWI documents and ensure operations in line with overall standardsEnsure end to end ownership of resolutionDrive Quality Mindset : Manage service quality expectations and address customer concernsEnsure compliance to standards and policies and 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.
Achieve our HR Support Solutions vision by driving global consistency through collaboration. In partnership with HR Support Solutions governance function, ensure global standards are effectively implemented and lived in the regional network.
Partner with other HR Support Solutions leaders and operations teams to effectively achieve this.Liaison (and coordination) within other Service teams (e.
g. Lifecycle advisory, AskHR Service Desk, payroll, Time, Benefits teams) for cross functional end to end service delivery and process improvementEngaging with Key Account Managers to contribute to global service delivery initiatives from and operations perspectiveUpon need participate in Support Solutions Network projects and squads.
Lead team to collaborate with HRIT and the Support Solutions Transformation Initiative to maximize employee experience and servicing productivity
Who you are
In this role you will be working with stakeholders from various functions and across levels within the organization. Strong leadership competencies and demonstrated success in change management are critical.
Furthermore, you bring the following skills and competencies :
Core capabilities include :
You bring a creative leadership style, which is demonstrated through :
You bring the following qualifications and capabilities critical to the role :
and working with
Our success is built on innovation, curiosity and diversity.
Roche is an equal opportunity employer.