Monitor cases generated by the system from Mandarin markets and conduct appropriate reviews to facilitate the closure of cases or further investigation/reporting according to the client's internal compliance policy
Analyzing complex transactions and conducting holistic reviews and searches, gathering data and recording evidence to detect any fraud/ suspicious transaction
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Display high integrity on the job and comply with the Roche guidelines, including 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
CROSS-FUNCTIONAL COLLABORATION: Build relationships with HR colleagues within the People Support Solutions organization as well as with customers to ensure ongoing service delivery effectiveness. Collaborate with peers within region and globally to ensure the People Support Solutions network provides consistent and effective services to our customers. Achieve our People Support Solutions vision by driving global consistency through collaboration
OUTPUTS & DELIVERABLES: Continuous contribution to the improvement of the performance of the Shared Service Centre. Reaching high customer satisfaction through consistent, high quality delivery and application of customer care principles (measured by defined stakeholder feedback). Provide feedback, coaching and advice for contacts in both HR and the business (measured by defined stakeholder feedback)
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Client & Stakeholder Relations: Act as a key liaison to maintain smooth communication with enterprise clients, local government agencies, and utility suppliers.
Compliance & Admin: Support equipment import clearance coordination, local engineering license documentation, and handle general office commercial administration.