Subject Matter Expert - Employee Lifecycle Management ( Mandarin Speaker ) — Roche

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At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters. The Position The Employee Lifecycle Management team focuses on supporting ELM processes and provides customer service and advisory support to managers, employees, People & Culture and business partners on global P&C 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. As a Employee Lifecycle Management Subject Matter Expert, you are responsible for coordinating complex P&C requests and being the internal escalation point for the ELM Specialists and Senior Specialist. In this role, you will be delivering training on systems, tools and processes, ensuring quality data maintenance by regular checks and assisting implementing corrective actions. In this position you will ensure that all relevant process documentation is up to date. The ELM SME also focuses on projects, system testing and continuous improvement initiatives. You will be :

• Service Delivery : Ensure consistent and reliable service delivery for customers serviced. 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 end to end ownership of resolution . Ensure operations according to defined KPIs and SLAs. Ensure regulatory compliance in line with the countries, customers, and regulations. Develop and manage key stakeholder relationships and communications to partner in a proactive and customer outcomes focused way.
• Coordination of Complex HR Requests : Provide customer service on HR related activities, such as inquiry resolution, request management, and troubleshooting for end to end customer experience. Execute system data maintenance and business process activities in support of P&C business processes ( onboarding, movement, off boarding etc. ) Act as SPOC for internal escalations (Tier 2). In team assigned, support appropriate process execution, Servicing regulatory compliance / Audit readiness . Support P&C chapters in system maintenance activities . Support operations in troubleshooting and in escalations to Tier 3 (IT/P&C)
• Training Delivery and Ensure Data Quality : Advise and train stakeholders on process and system. Deliver solution and process training. Acts as a point of contact for all training related topics. Identify training needs and propose training activities (internal and external). Attend community meetings and cascade information to the appropriate levels. Delivers New Hire Orientation process/system training for newcomers
• Process Documentation Correctness : Collaborate with other P&C chapters keep training materials and process documentation up to date. Follow the system and process updates and embed new knowledge in the existing community. Ensure process and systems documentation is up to date through coordinating the update of SWIs and local SOP documentation
• Projects Delivery, System Testing and Continuous Improvement
• Contributes to continuous improvement initiatives. Participates in HR Support Solution systems and business process innovation projects, including system. Leads project streams or small projects or initiatives within the respective area. Work with Operations Teams, BPAs, IWS, and CoE and IT, etc.
• Cross-Functional Collaboration : Collaborate with peers within the region and globally to ensure the People Support So