- Leadership, People and Culture Lead and facilitate people processes in line with Roche Leadership commitments, People Practices and policies. Build a strong competitive team based on identified People 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 team Drive employee retention, engagement and talent management Through 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) Build an engaging culture to both attract and retain top talent. Responsible for team`s compensation management, including yearly bonus distribution,salary increase
- Service Delivery Ensure consistent and reliable service delivery for customers serviced. Responsible for customer satisfaction within area of responsibility and where applicable Leading the respective Learning end to end operations team on execution of Learning support activities following assigned KPIs, pro-actively providing feedback/inputs to stakeholders from service perspective. Seeking, identifying and driving service continuous improvement activities/projects and service enhancement based on monthly KPI, customer feedback and best practice sharing from global service networking, in terms of standardization, automation, and simplification. Align service delivery and quality with overarching objectives of the global People Support Solutions organization. Manage service quality expectations and address customer concerns Setting and monitoring team working plan and resource allocations Maintain and auditing SWI documents and ensure operations in line with overall standards Ensure end to end ownership of resolution Ensure operations according to defined KPIs and SLAs, where applicable 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. Drive Quality Mindset: Manage service quality expectations and address customer concerns
- Service Transition Ensure success of the the "build side" of the transition plan through appropriate resource planning, staffing and provision of necessary site and other functions supporting services
- Cross-Functional Collaboration Collaborate with peers within the region and globally to ensure the People Support Solutions network provides consistent and effective services to our customers. Achieve our People Support Solutions vision by driving global consistency through collaboration. In partnership with People Support Solutions governance function, ensure global standards are effectively implemented and lived in the regional network. Partner with other People Support Solutions leaders and operations teams to effectively achieve this. Liaison (and coordination) within other Global Learning Services Areas of Practice for cross functional end to end service delivery and process improvement. Strategize and execute as a OneGLS ambassador If in the relevant Area of Practice, Engaging with Learning Service Advisors/Key Account Managers to contribute to global service delivery initiatives from and operations perspective Upon 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.
- Vendor Management and Monitoring (where applicable) Setting and measuring performance management KPI and regularly assessing vendor's performance, regularly reviewing with vendor for continuous improvement.
- Experience in a shared service center, with a proven track record leading regional or global service delivery teams, preferably in an Learning/HR services environment.
- Experience with Cornerstone or other cloud-based learning management solutions preferred
- Demonstrated experience managing and supporting change initiatives.
- Ability to credibly represent our Learning, HR and People Support Solutions vision and strategy and "the why" behind it.
- Ability to influence and work with key Learning/HR stakeholders to partner in achieving our strategy. Ability to exert influence to create positive cultural change.
- Proven track record of being able to deliver and work effectively in a matrix organization across geographies and divisions.
- 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.
- 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)
- Proactive change leadership
- Empowering and enabling your team to take decisions and actions according to business needs in an environment where people feel safe to try and also fail
- Coaching mindset and behavior
- Being an enabler, who encourages collaboration, experimentation & continuous learning
- Being attentive to the impact of behaviours and decisions
- Anticipation of business needs (business acumen)
- Awareness of trends in external world (industry, market)
- 5+ years of related experience in a shared services or Learning/HR function, in multinational companies.
- Strong service management skills
- Experience leading a team for more than a year
- Experience with Learning processes & expertise
- Experience in streamlining processes and eliminating waste; Work hard but smart
- Analytical thinking and pragmatic approach to deal with requests.
- Learning and development know-how.
- Experienced and efficient handling of standard IT-applications, preferably Google suite
- Good knowledge of Learning processes and working with Learning Management software
- Fluent in English required, additional languages a plus, based on region German, French, Italian, Spanish, Portuguese, Hungarian, Chinese)
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Global Learning Team Lead - San Rafael de Escazú, Costa Rica - Roche
Descripción
The Position
Responsible for leading the respective Learning team and performing all people leadership related activities in line with Roche People Practices. Managing respective Learning business strategies processes and tools, ensuring KPIs are met on team and individual level, and regular operations reviews are held internally and externally with relevant stakeholders.
Lead and manage a Learning - team 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 GLS Customer Lead, as required to develop future service portfolio in the area of Learning in line with overall People Support Solutions strategy, Area of Practice (AoP) and GLS goals, 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 Learning insights to business & Learning community for proactive policy/program design/review, end user behavior change and improved employee relationship management, etc.
In line with Roche People Practices 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 the 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.
In line with GLS Area of Practice vision and goal, drive key initiatives, projects or workstreams and actively participate in the co-creation of the AoP strategy.
Responsibilities
Who you are
In 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:
Core capabilities include:
You bring a creative leadership style, which is demonstrated through:
Further requirements
You bring the following qualifications and capabilities critical to the role:
SHE requirements
Line managers are responsible for full compliance with SHE (Safety, Security, Health and Environmental Protection) requirements and applicable law in the area under their control.
Relocation benefits are not available for this job posting.
