People Support Solutions Lead

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The Position

Relocation benefits are not available for this job posting.

Position summary

The People Support Operations Manager oversees the delivery of People Support Solutions (PSS) and People & Culture (P&C) services in a specific region (Americas, EMEA, or APAC). This role involves process ownership, planning, development, and administration related to HR service desks, personnel data, and daily operations. The manager collaborates with business leaders, P&C partners, and internal and external stakeholders to optimize processes, align system requirements, and implement change management while ensuring employee privacy and data protection.

This position also contributes to strategic planning, policy development, and corporate governance, with responsibility for multiple departments or service areas. The manager interacts with executives and key customers, influences decision-making, and provides leadership to regional teams in a matrix organization. Additionally, they manage budgets, track key performance indicators, conduct operations reviews, and oversee staffing decisions, training, and performance management, ensuring continuous improvement in service quality and operational efficiency.

The Opportunity:

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 with P&C Chapters across the network and respective region to understand strategy, direction and specifics of programs and plans.

Leadership, People and Culture

• Lead, role model, and facilitate people processes in line with Roche Leadership commitments, People Practices, Roche Operating Principles 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 the transformation program timeframe.

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

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

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 PSS organization. Manage service quality expectations and address customer concerns

• Ensure operations according to defined KPIs and SLAs, maintains and updates KPIs and SLAs.

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

• Manage all budgetary concerns for the PSS 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.

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.

Cross-Functional Collaboration

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

• Build relationships with P&C stakeholders in the region to ensure ongoing service delivery effectiveness.

• Collaborate with peers within the region and globally to ensure the PSS network provides consistent and effective services to our customers.

• Achieve our PSS vision by driving global consistency through collaboration. In partnership with PSS governance function, ensure global standards are effectively implemented and lived in the network.

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:

• Experience in a shared service center, with a proven track record leading regional or global service delivery teams, preferably in an HR services environment.

• Demonstrated experience managing and supporting change initiatives.

• Ability to credibly represent our P&C and PSS vision and strategy and “the why” behind it.

• Ability to influence and work with key P&C stakeholders to partner in achieving our strategy. Ability to exert influence to create positive cultural change.

• 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.

• Ability to thrive in an ambiguous and multicultural environment working across borders.

• Experience effectively working in a matrix organization across geographies and divisions.

Core capabilities include:

• 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)

You bring a creative leadership style, which is demonstrated through:

• Proactive change leadership

• 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

• Being attentive to the impact of behaviors and decisions

• Anticipation of business needs (business acumen)

• Awareness of trends in external world (industry, market)

Further requirements

• Human Resources experience in specific area of expertise (related Roche experience may be considered equivalent of P&C specific experience)

• Prior leadership experience

• 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 related federal/state/local/country specific laws and regulations

• Some travel is expected.

• Knowledge and experience of systems such as Workday, and handling projects of standard system process, technical knowledge of IT systems and tools are a plus

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

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

• 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.

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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 San Jose provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the Americas region. Today Roche employs altogether around 800 employees in Costa Rica.