Employee eXperience Operations IT Cluster Section 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 PositionThe Employee eXperience Cluster Section Lead, leads, manages and develops the team members and contributes to delivering excellence by reinforcing the vision of GCX. Provides day-to-day operational support and is also responsible for ensuring the expected quality of new and ongoing services effectively and with strong customer and people focus.

You will be:

• This is a People Management role where the primary responsibility is to provide a wide range of leadership for the team including but not limited to: 

• Provide proactive feedback and coaching to responsible employees and provide feedback to leadership.Provide development support, performance evaluation, compensation, support, succession and talent management, conflict handling, and performance improvement planning with the support of the operation managers. 

• Foster's a healthy, trusted environment, positive, energetic, inclusive, and enthusiastic environment to ensure people's engagement and a high sense of morale.Leaders will also ensure that People & Culture and compliance policies are adhered to by their team. 

• Service Management : Responsible for achieving the agreed Service Level and ensuring operational KPIs are met with excellence by leveraging the right people and capabilities to provide the best user experience possible : Ensures the right people are in the right jobs and staffing levels are maintained according to requirements; ensures that the units, processes, services & activities are fulfilling the defined objectives & targets, making improvements as required.Participates in collaborative regional and global squads to support the organization. Ensure ongoing monitoring of service level daily, proactively highlight any issue to create the proper actions

• Account Management : In account management, the leader would be the point of contact for assigned and designated site(s).  The leader will provide: Monthly service reviews, 1st point of contact for escalation management, assist in new account transition and knowledge transfer. Proactively communicating with Stakeholders on any changes and potential issues - addressing difficult situations upfront & Support account improvement plan and coordinate actions with the respective teams

• Project Management : In project management, the leader would participate or sometimes lead certain projects. This includes: The new system goes live, new scope transition, new site transition

• The leader would be expected to: Support/Lead transition activities (including knowledge transfer, hiring, training, etc).Support the transition team in resource allocation/management as well as involve in Hypercare.

Who you are:

• People-oriented mindset, highly accountable, agile, and results-oriented. Acts as a servant leader. Lives the Roche values and leadership commitments, has a growth mindset and drives a collaborative culture in the organization.

• Represent and support the desired ways of working (Agile, LEAN, ITIL, VACC). Ability to work in, co-create and contribute to a highly complex and team-oriented global environment. Ability to work in, and contribute to, a fast-paced and changing environment, where multiple priorities need to be effectively managed, while maintaining composure and flexibility in a structured and highly complex environment. Drive cost-conscious spending behavior to manage team expenses. 

• Able to thrive in a high performing organization. Have a strong entrepreneurial mindset to trust in your capabilities and power to influence outcomes

• Qualification and Work Experience : Preferably University educated. Minimum 5 years experience working in a customer support environment, shared services environment, or equivalent.

• 2 to 3 years in leadership and management roles is a plus.Knowledge in ITIL (certification preferred). Agile or Scrum master (certification preferred). Fluent in spoken and written English.

• Advanced ability with office productivity tools (Google Suite preferred).

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 Kuala Lumpur provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the APAC region. Today Roche employs altogether around 1100 employees in Malaysia.