Global Learning Customer Lead

F. Hoffmann-La Roche AG; Petaling Jaya; On-site; MYR 260,000 - 480,000; Full time

Job summary

A leading global healthcare company is looking for an HR leader in Petaling Jaya to enhance customer service culture and manage a large team. The role demands over 7 years of HR experience, strong analytical and influencing skills, and the ability to work in a diverse, fast-paced environment. Responsibilities include improving HR service delivery and ensuring compliance with regulations. Fluency in English is required, with additional languages being a plus.

Qualifications

• 7+ years of experience in HR/Learning services delivery managing large teams globally.
• Fluent in English required; other languages preferred.
• Experience with Cornerstone or other cloud-based learning solutions.

Responsibilities

• Build a culture of customer service within the team.
• Drive continuous improvements to increase productivity.
• Partner with site leadership for development opportunities.
• Drive continuous improvements to increase productivity, quality, and service locally and globally.
• Lead and coach teams; manage budget and resources; ensure regulatory compliance.

Skills

Customer service focus

Influencing skills

Analytical skills

Change management

Stakeholder management

Cross-cultural collaboration

English proficiency

Education

Bachelor’s degree in Management or Human Resources

Tools

Cornerstone LMS

Job description

- 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 the Global Learning Center of Excellence across the network and respective BPMs to understand strategy, direction, and specifics of programs and plans.* 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 plans 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 People Support Solutions as well as across functions within the site.* Responsible for team`s compensation management, including yearly bonus distribution and salary increase.- Furthermore, you bring the following skills and competencies: * Experience in an HR shared service center/HR Outsourcing, with a proven track record of leading global service delivery teams, preferably in an HR/Learning 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 and People Support Solutions vision and strategy and “the why” behind it. * Ability to influence and work with key HR/Learning 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.* 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)* Bachelor’s degree in Management, Human Resources, or a related field* 7+ years of relevant experience within HR/Learning services delivery and having led leaders in the 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* Travel based on business requirements