Support the preparation of reports and training material on a periodic basis to address updates to the compliance monitoring process (e.g. review manuals, return reason coding etc.)
In collaboration with Reporting Line Manager make appropriate recommendation to HOD for process improvement and be part of the solution provision activities
University degree or equivalent experience or above (prefer business, law or finance related major)
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Performs other relevant support activities as and when required (e.g. support in validating/ performing data analysis/testing which contributes to the reporting to affiliates/ Compliance Projects )
Escalates issues to superior/RSS Line Manager (where required)
Engages in networking with colleagues from other business functions when required to
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Align service delivery and quality with overarching objectives of the global HR Support Solutions/PSS organization. Manage service quality expectations and address customer concerns. Setting and monitoring team working plan and resource allocations. Maintain and auditing SWI documents and ensure operations in line with overall standards. 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. Drive Quality Mindset: Manage service quality expectations and address customer concerns
Service Transition : Ensure success of the the “build side” of the transition plan through appropriate resource planning, staffing and provision of necessary site and other functions supporting services. Collaborate with peers within region and globally to ensure the HR Support Solutions/PSS network provides consistent and effective services to our customers
Achieve our HR Support Solutions/PSS vision by driving global consistency through collaboration. In partnership with HR Support Solutions/PSS governance function, ensure global standards are effectively implemented and lived in the regional network. Partner with other HR Support Solutions/PSS leaders and operations teams to effectively achieve this. Liaison (and coordination) within other Service teams (e.g. Advisory, PST, ELM, PR&R teams) for cross functional end to end service delivery and process improvement. Engaging with stakeholders to contribute to global service delivery initiatives from and operations perspective. Upon need participate in Support Solutions Network projects and squads
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Testing Strategy & Quality Oversight: Define and review test strategies, test plans, and test reports in collaboration with product owners and technical teams. Provide consultancy on test-related deviations, corrective actions, and preventive measures
Change Control & System Maintenance: Assess the validation impact of system changes, enhancements, and patches – ensuring that the validated state is preserved across all system updates and that change control processes are followed in accordance with Roche SOPs
Deviation & CAPA Management: Support deviation investigations to identify root causes and define corrective and preventive actions (CAPAs), ensuring timely closure and regulatory compliance
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Knowledge Transfer Leadership: Drive structured knowledge transition from outgoing PTD resources, ensuring documentation, runbooks, and operating procedures are captured and validated before go-live
Stakeholder Management: Build and maintain strong working relationships with PTD business stakeholders, TechOps leadership, MSP vendors, and RDT product teams – acting as the primary point of contact for your assigned systems
Vendor & MSP Coordination: Manage third-party service providers and system integrator partners supporting your portfolio, ensuring SLA adherence and value delivery
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Responsible for the creation and maintenance of Procurement Master Data eg. PIR Contracts and Source list in SAP system
Support & enforce RSTO Third Party Spend Policy and ensure all Procurement activities are in compliance to guidelines as well as not in violation to any regulatory or cGMP requirements
Ensure adherence to the Change Control management systems and processes
Develop competency and proficiency in the QA Change Control process and the associated tools, supporting the delivery of training for change users as needed
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Cross P&C Solution Improvement: Drive improvements for the overall global transformation flow, identifying gaps and implementing proactive solutions across the P&C network. Collaborates on complex P&C challenges and demands, connecting with the right P&C chapters to develop an end-to-end solution, determine ownership and drive effective change management
Continue Improvement: Proactively identifies customer needs or P&C solutions’ gaps, and translates these needs to change requests and builds cross-functional squads to implement continuous improvements within our P&C network.
Collaboration & Innovation: Share best practices for emerging technologies, such as AI-driven org design and job design to build Transformation and solution advisory team knowledge and capability
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Build and maintain effective working relationships with the relevant stakeholders in the affiliate network by staying up-to-date with digital trends, industry innovations, and sharing best practices across affiliates
Empower affiliates to achieve their content goals while aligning with Roche’s digital vision
Support affiliates with content demand planning topics and integrate local demand forecast inputs into Roche's global demand planning methodology to ensure strategic alignment and readiness
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Performs other relevant support activities as and when required (e.g. support in validating/ performing data analysis/testing which contributes to the reporting to affiliates/ Compliance Projects )
Escalates issues to superior/RSS Line Manager (where required)
Engages in networking with colleagues from other business functions when required to
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Promote a working environment that encourages continuous personal development and workstream improvement. Develop staff capabilities and support their career goals. Motivate team members, recognize high performance, reward accomplishments, and proactively manage performance issues. Actively listen to team members’ feedback and provide support to resolve any issues or conflicts
Ensure a high level of understanding of local business requirements. Implement and operate financial control and governance to a standard that meets the Financial Controls Framework and Audit requirements. Proactively identify, recommend, and lead the implementation of continuous improvement solutions in consultation with management, including reviewing and updating process documentation
Ensure all business activities comply with relevant company global processes, local laws, and maintain high ethical standards. Ensure effective knowledge transfer for sustainable development, knowledge sharing, and best practices within the team. Contribute inputs and findings to establish a knowledge database of encountered issues and propose resolution steps to facilitate continuous learning, development, and cross-sharing of knowledge and lessons learned across the teams (Coaching/Sharing). Act as a backup for the Cluster Lead during their absence
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Roll-out Global template solutions for the area of Finance/ Tax, including solution documentation & implementation, test management, business process operations including integrated training management. Evaluate Local GAP and design localization extensions for the Global Template as part of the deployment activities for the Aspire roll out
Safeguard the global template and harmonized processes while collaborating with different project streams and other BPM networks to develop new processes for future releases.You translate local Tax business requirements into IT solutions and manage changes to such specifications. Actively drive and support the project deployment relevant deliverables throughout the full rollout lifecycle.
Ensuring that all parallel deployments as well as the S/4Hana work package are on trackEnsuring, monitoring and optimization of business processes with regards to efficiency and effectiveness. The position may involve a fair amount of travel (up to max. 25%). You liaise with the other stakeholder within the E2E processes. You lead process alignments/solution design with business stakeholders under template governance
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Learning and Development: Dive into the essence of our RSS Academy, supporting its mission to empower our workforce through continuous learning and development opportunities.
Employee Engagement and Change Communications: Creatively designing, crafting communications and presentations supporting our initiatives
Collaborate and Innovate: Bring your tech-savvy or creative mindset to co-create innovative solutions with diverse teams for the key initiatives you spearhead. It will be an added advantage if you know tools like g-suite & other automation tools
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Creating/maintaining and following up cases/tickets in the adequate quality and in timely manner – within 24 hours if possible- in order to achieve the best response and end-to-end resolution time
Proceed with role ownership tickets in timely manner according to the guidelines
Responsible for first level issue resolution and being able to make decision on further actions for completing and resolving the upcoming requests and issues
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Creating/maintaining and following up cases/tickets in the adequate quality and in timely manner – within 24 hours if possible- in order to achieve the best response and end-to-end resolution time
Proceed with role ownership tickets in timely manner according to the guidelines
Responsible for first level issue resolution and being able to make decision on further actions for completing and resolving the upcoming requests and issues
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Performance & Optimization : Defines success metrics, analyzes workforce capability trends, and identifies opportunities for optimization to achieve business goals. Translates data into actionable insights and regularly communicates delivery performance to stakeholders and the wider team. Identifies and implements process improvements within the team and in its interactions with other teams to boost efficiency and quality
5+ years of experience in people leadership, product/service management, program management, or a similar role, with a proven track record of building high performing teams; 2+ years of experience in the pharmaceutical, biotechnology, or regulated healthcare technology industry
Bachelor or advanced degree, Business or IT specification ; Technical & business skills. Understanding of software development and/or service delivery methodologies. Understanding of solution, information and process architecture
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