Position Summary
Global Learning Services provides customer service and advisory support to the Learning Community and business partners on global Learning systems and processes and ensures end-to-end process completion in line with customer focused principles to ensure the Roche People Practices work for the business.
As an Event Management Advisor, you are responsible for executing Learning system data maintenance activities in a timely and accurate manner in support of Learning and more closely different event management business processes. Additionally, you will provide coaching and support to team members on a daily basis. You are also contributing to the continuous improvement of the People Support Solutions delivery through analysis of the interactions and collaboration with other HR functions within and outside of People Support Solutions.
Responsibilities
Service Delivery
Execute system data maintenance and administrative activities in Cornerstone and all relevant Learning management systems as well as providing all necessary non-systems related Learning process support primarily connected to the events and programs in scope.
Provide customer service on event management related activities according to the project plan, end to end process of organizing events and trouble-shooting when needed.
Update and continuously improve project implementation plans and activities in collaboration with program managers or equivalent
Excellent knowledge of Learning and Servicing tools as well as contributing process superuser activities, such as community participation, info sharing, issue escalation and training delivery
Participating in PSS project activities as required
Escalation management
Coach and train newcomers and ensure smooth start into their new role
Support quality control processes and improvement initiatives arising out of them
Actively take part in program planning / design and also its financial closure when required
Control the smooth implementation of programs and events, take ownership over the whole process and ensure the successful outcome in line with agreed deliverables, milestones and overall timeline
Act as next level support for Event Management Specialists
Liaise with program manager / sponsor and liaise between vendors and the financial department on all appropriate elements of the given project/program, keep contact with procurement department
Track costs of the programs/events
Accurately complete the monthly accrual
Accurately complete the charge back connected to programs/events
Keep contact with global finance business partners and controllers
Analyze cost center reports, handle the budget of the department responsible for the event/program
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 the 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 Centres
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)
Who You Are
In this role you will be working within a team of Event Management Specialists focusing on one or more customer groups or key Learning processes and across various functions and levels within the organization.
You bring the following skills and competencies:
We are seeing an individual with a degree and 6 years or more of related experience in event management and/or dynamic project coordination and working experience in a team and service delivery or customer care environment.
Experienced and efficient handling of standard IT-applications, preferably Google suite
You bring the following qualifications:University degree, HR preferred
Language requirement: Fluency in English and Mandarin is required
Experience in a shared service center, preferably in a Learning/HR services environment
Experience in event management and dynamic project coordination
Experience with Cornerstone or other cloud-based learning management solutions
Knowledge of Learning processes an advantage
Strong customer service & interpersonal skills
Ability to work independently in a fast-paced environment and to handle multiple, competing priorities whilst demonstrating appropriate time management skills
Readiness to perform reliably and accurately in several finance-related tasks connected to the events the team supports
Ability to keep up with high level stakeholders during the course of implementation of an event
Experience of effectively working in a matrix organisation across geographies and divisions
Ability to demonstrate a role-model work ethic for peers, Event Management Specialists and stakeholders alike?
Roche is an equal opportunity employer.
Human Resources, Human Resources >HR Operations & ServicesThis employer is a corporate member of myGwork, the business community for LGBTQ+ professionals, graduates, inclusive employers & anyone who believes in workplace equality.
