**Descripción del puesto**:
**Responsibilities**:
- Service Delivery
- Provide insight, support, and explanation on HR system and administrative activities in support of HR business processes (in the area of
recruiting, onboarding, employee movement/changes, terminations, compensation, performance, etc.).
- Deliver Service by use of all available channels (Chat, Ticketing System, Phone calls)
- Provide customer service on HR-related activities, such as inquiry resolution, request management, and troubleshooting.
- Supports Global HR Centers of Excellence with feedback on business usage of HR processes, pain points, and knowledge gaps.
- Participating in project activities as required
- Display high integrity on the job and comply with the Roche guidelines.
- Embed customer care principles into daily activities
- Comply with data privacy rules and regulations
- 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.
**Requisitos**:
- Experience in a shared service center, preferably in an HR services environment.
- HR generalist know-how.
- 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.
- Ability to navigate complex HR data structure
- Ability to work in a fast-paced and changing environment
Core capabilities include:
- Living customer centricity through your day-to-day interactions (incl.
needs anticipation, cultural awareness, and 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, and process improvements)
- Having a growth mindset (incl.
taking risks and experimenting, seeking new learning opportunities, asking and giving feedback)
**Further requirements**
- Student of human resources/business administration or related.
- At least 6 months of experience in an HR call center or customer care environment.
- Experience with Workday HR processes and ServiceNow usage.
- Strong communication skills in English and French (written and spoken) are essential (B2+).
**Salary**: 700.000,00 CRC
Contract: One Year
**Detalles**:
**Nível mínimo de educación**: Universitario