Global Learning Customer Lead

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

We are looking for you to join Roche and our Roche Services & Solutions Center in Budapest.

Roche is a global healthcare company offering exceptional career paths and great benefits for fresh graduates and outstanding professionals. We are continuously expanding, looking for new talents to join our transforming Services & Solutions Center. We offer a flexible working framework (1 office day/week on average) and provide fully remote working conditions within Hungary.

What we do:

The Global Learning Services teams focus on executing system data maintenance and administrative activities in Cornerstone and all relevant Learning management systems as well as providing all necessary non-systems related Learning process support. Global Learning Services provides customer service and advisory support to the Learning Community and business partners on global Learning systems and processes and ensuring end-to-end process completion in line with customer focused principles to ensure the Roche People Practices work for the business.

Your day to day responsibilities are:

The People Support Solutions Global Learning Customer Lead - Learning Solution Experience is responsible for the accurate and timely delivery of Learning Services support with end to end accountability across Roche for Event Management globally (across Americas, EMEA, APAC). This position will have teams across all GLS including potentially the Indianapolis, San Jose, Budapest and Kuala Lumpur sites.

This position is responsible for end-to-end customer ownership for processes relating to Global Learning Services Event Management support and to ensure the daily operations of their requisite GLS teams. This role requires significant interactions with business stakeholders, development Program Managers, as well as Learning Experts and/or Business Partners, P&OG Chapter, senior business leaders, external vendors and/or various other internal stakeholders both locally and globally to understand stakeholder needs, optimize processes, align and harmonize system requirements and processes and drive required change management across the entire customer group.

As a qualified expert, you:

Regarding Role Specific Responsibilities

• Build a culture of customer service within the team and across the PSS network as a whole.

• Build strong partnerships with key internal organizations and stakeholders.

• Create and leverage metrics to analyze and monitor operations to ensure a high level of customer service, efficiency and compliance.

• Drive continuous improvements to increase productivity, quality and service locally and globally. Leverages and aligns best practices within the PSS network.

• Responsible for department budget and resource needs.

• Ensures 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 of key stakeholders within the P&OG Chapter as well as partners across the business to ensure an ongoing evolution of trust, co-creation and fulfillment of their needs and those of our patients

• Serve also 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.

Regarding Leadership, People and Culture

• Lead, 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 plan and ensure succession plans are in place that provide continuity beyond transformation program timeframe.

• Partner with site leadership to ensure development opportunities both within People Support Solutions as well as across functions within the site.

• Responsible for team`s compensation management, including yearly bonus distribution and salary increase.

Regarding Service Delivery

• Ensure consistent and reliable service delivery for customers serviced. Responsible for customer satisfaction within area of responsibility

• Implement processes and initiatives to ensure continuous improvement as well as service enhancement.

• Align service delivery and quality with overarching objectives of the global People Support Solutions organization. Manage service quality expectations and address customer concerns

• Ensure operations according to defined KPIs and SLAs.

• Ensure regulatory compliance in line with the countries, customers, and regulations.

• Manage all budgetary concerns for the People Support Solutions organization.

• Manage local and global vendors as appropriate.

• Develop and manage key stakeholder relationships and communications to partner in a proactive and customer outcomes focused way.

Regarding Service Transition

• Ensure transition plans, as developed by the program organization, are feasible and lead to the desired business results.

• Ensure success of the “build side” of the transition plan through appropriate resource planning, staffing and provision of necessary site and other functions supporting services.

Regarding Cross-Functional Collaboration

• Optimize and maximize value for Roche through identifying and implementing opportunities that derive from other functions (Finance, IT) already being present in new sites. High level of collaboration with site leaders required.

• Build relationships with HR/Learning/P&OG stakeholders globally to ensure ongoing service delivery effectiveness.

• 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 network.

What can you bring to our team:

• Bachelor’s degree in Management, Human Resources or a related field

• 7+ years of relevant experience within HR/Learning services delivery and having lead leaders in past managing a large customer base globally

• Fluent in English required, additional languages a plus, based on region (i.e. German, French, Italian, Spanish, Portuguese, Hungarian, Chinese)

• Excellent written and verbal communication skills

• Demonstrated excellence in customer relations, building partnerships and managing stakeholders at all levels within an organization

• Strong analytical skills and problem solving ability

• Demonstrated ability in prioritizing multiple projects

• Knowledge of local specific HR laws and regulations

• Experience with Cornerstone or other cloud-based learning management solutions preferred

• Experience in Event Management highly preferred

• Demonstrated experience managing and supporting change initiatives.

• Empowering and enabling your team to take decisions and actions according to business needs

• Coaching mindset and behavior

• Being an enabler, who encourages collaboration, experimentation & continuous learning

In exchange we provide you with:

• Development opportunities: Roche is rich in learning resources. We provide constant development opportunities, free language courses & trainings, the possibility of international assignments, internal position changes and the chance to shape your own career.

• Excellent benefits & flexibility: competitive salary and cafeteria package, annual bonus, language allowance (if the position requires extra language), Private Medical Services, Employee Assistance Program, All You Can Move Sportpass, coaching / mentoring opportunity, buddy program, team buildings, holiday party. We also ensure flexibility, to help you find your balance: home office is a common practice, and its conditions can be tailored for employees according to needs. We create the opportunity for freedom in working, where your corporate and private life coexist in harmony.

• A global diverse community, where we learn from each other. At Roche, we cooperate, debate, make decisions, celebrate successes and have fun as a team. Our leadership is very focused on people, creating a strong, inclusive culture, so you always have the chance to share your opinion.

Please read the Data Privacy Notice for further information about how we handle your personal data related to the recruitment process: https://go.roche.com/budapest-data-privacy-notice-candidate

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

The Roche Services & Solutions as well as People Support Solutions organisations located in Budapest provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the EMEA region. Today Roche employs altogether around 2000 employees in Hungary.

Roche is an Equal Opportunity Employer.