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Pss People Support Specialist (Indonesia)
Company | Roche |
Address | Jakarta, Indonesia |
Employment type | FULL_TIME |
Salary | |
Category | Manufaktur Peralatan Medis,Riset Bioteknologi,Manufaktur Farmasi |
Expires | 2023-06-28 |
Posted at | 11 months ago |
The Position
- Develop and manage key stakeholder relationships and communications to partner in a proactive and customer outcomes focused way
- Provide customer service on People & Culture related activities, such as inquiry resolution, request management, and troubleshooting
- Stay up to date on processes, own the knowledge development on processes, and contribute to the update of relevant documentations (SOPs/Work Instructions)
- Provide insight, support and explanation on P&C policies, HR system and administrative activities in support of HR business processes (in the area of recruiting, onboarding, employee movement/changes, terminations, compensation, performance, etc.)
- Embed customer care principles into daily activities
- Deliver consistent and reliable service by use of all available channels (chat, ticketing system, phone calls)
- Implement processes and initiatives to ensure continuous improvement as well as service enhancement
- Supports P&C Chapters with feedback of business usage of HR processes, pain points and knowledge gaps
- Align service delivery and quality with overarching objectives of the global People Support Solutions organization. Manage service quality expectations and address customer concerns
- Participate in project activities as required
- Service Delivery
- Comply with data privacy rules and regulations
- Execute payroll and statutory reporting as per local legal requirement
- Execute system data maintenance and administrative activities in support of HR business processes (in the area of recruiting, onboarding, employee movement/changes, terminations, compensation, performance, etc.)
- Ensure operations according to defined KPIs and SLAs
- Collaborate with peers within the region and globally to ensure the HR Support Solutions network provides consistent and effective services to our customers
- Cross-Functional Collaboration
- Achieve our HR Support Solutions vision by driving global consistency through collaboration.
- Build relationships with HR colleagues within the HR Support Solutions organization as well as with customers to ensure ongoing service delivery effectiveness
- Reaching high customer satisfaction through consistent, high quality service delivery and application of customer care principles (measured by defined stakeholder feedback)
- Outputs & Deliverables
- Provide feedback, coaching and advice for contacts in both People and Culture and the business (measured by defined stakeholder feedback)
- Continuous contribution to the improvement of the performance of in People Support Solutions
- Experience effectively working in a matrix organisation across geographies and divisions.
- HR generalist know-how
- Ability to thrive in an ambiguous and multicultural environment working across borders.
- Ability to work in a fast-paced and changing environment
- Ability to navigate complex HR data structure
- 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
- Experience in a shared service center, preferably in an HR services environment.
- Demonstrating end-to-end accountability (incl. big picture and impact understanding, engaging others to ensure a successful outcome)
- Having a growth mindset (incl. taking risks and experimenting, seeking new learning opportunities, asking and giving feedback)
- Demonstrating problem-solving (incl. active listening, critical thinking, process improvements)
- Living customer centricity through your day-to-day interactions (incl. needs anticipation, cultural awareness, managing one’s response)
- Experience working in a team and service delivery or customer care environment.
- Communication skills in English (written and spoken) are essential. Additional languages based on region/customer requirements may be required.
- We are seeking an individual with a degree and 3 years or more of related experience in customer service or related Human Resources area.
- Knowledge of Workday HR Processes
- Experienced and efficient handling of standard IT-applications, preferably Google suite
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