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Learning Senior Specialist


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.
  • Provide customer service on learning related activities, such as inquiry resolution, request management, and trouble-shooting.
  • Supports the Global Learning Center of Excellence and our business customers with system maintenance and project activities.
  • Cooperate effectively with team members with daily work and projects.
  • Advise the Learning community and business partners on global Learning systems and processes, and support the embedding of the new ways of learning.
  • Actively participate in the development and implementation of Roche Learning continuous improvement initiatives
  • Actively participate in workshops, meetings and work-related team events
  • Provide guidance and advisory to the learning community at all levels.
  • Be up to date on processes, own the knowledge development on processes, and contribute to the update of relevant documentations (SWIs, SOP, GWIs).
  • Update SWIs and local SOP documentation
  • Participating in project activities as required
  • 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)

Who you are

In this role you will be working within a team of Learning Specialists focusing on a customer group or key Learning process and across various functions and levels within the organization.

You bring the following skills and competencies:

  • Experience in a shared service center, preferably in a Learning/HR services environment.
  • Experience with Cornerstone or other cloud-based learning management solutions preferred
  • Learning and development know-how.
  • Knowledge of Learning processes an advantage
  • Strong customer service & interpersonal skills
  • Excellent communication skills & team player
  • Excellent problem solving/analytical abilities
  • 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 of effectively working in a matrix organization across geographies and divisions.
  • Ability to navigate complex Learning data structure

Core capabilities include:

  • Living customer centricity through your day-to-day interactions (incl. needs anticipation, cultural awareness, 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, process improvements)
  • Having a growth mindset (incl. taking risks and experimenting, seeking new learning opportunities, asking and giving feedback)

Further requirements:

  • We are seeking an individual with a degree and 3 - 4 years of related experience in a Learning/HR area and/or 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
  • Fluent in English required, additional languages a plus, based on region (i.e. German, French, Italian, Spanish, Portuguese, Hungarian, Chinese)

Roche is an equal opportunity employer.

Human Resources, Human Resources > HR Operations & Services

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