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Roche

Learning Trainer (Mandarin Speaker) - Global Learning Services

Position summary

The Global Learning Services teams focus on executing 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. Global Learning Services provides customer service and advisory support to the Learning Community and business partners on global Learning systems and processes and ensuring end-to-end process completion in line with customer-focused principles to ensure the Roche People Practices work for the business.

As a Trainer, facilitating both Learning Management System (LMS) training along with process (Learning) training.  Act as a point of contact and Subject Matter Expert for all Learning Training related topics to the Learning Expert community and to the PSS internal Community. Moreover, Act as Single Point of Contact for internal escalations (T2) and escalate T3 topics to Business Process Analysts, analyze knowledge gaps. You are also required to provide feedback to supervisors, advise and train stakeholders on process and system.

Responsibilities

Main tasks including but not limited to:

  • Delivering Cornerstone On Demand (CSOD) training to both Business and to PSS personnel along with process (Learning) training.

  • Act as a point of contact for all Learning Training related topics to the Learning Expert community and to the PSS internal Community

  • Responsible for maintaining communication and collaboration across Operations Teams, BPAs, and CoE

  • Follow the system and process updates and embed new knowledge in the existing community

  • Support operations in troubleshooting and in escalations to Tier 3 (IT/HR)

  • Collaborate with BPAs and CoE to keep training materials up to date

  • Collaborate with the operational management to identify training needs and to fill in potential knowledge gaps in the operational staff

  • Tier 2 processing and troubleshooting

  • Advise and train stakeholders on process and system

  • Attend Community meetings and cascade information to the appropriate levels

  • Arrange training logistics for requesters / customers

  • Coordinate the update of SWIs and local SOP documentation

  • Identify training needs and propose training activities (internal and external servicing)

  • SME analyze knowledge gap and provide feedback to supervisor

  • Act as SPOC for internal escalations (T2) and escalate T3 topics to Business Process Analyst

  • Process/system superuser activities, such as community participation, info sharing, issue escalation and training delivery

  • Ensuring SWIs and local SOP documentation are up-to-date


 

Outputs/Deliverables

  • Training facilitation for GLS employees and Learning Experts in the business.

  • Provide feedback, coaching and advice for contacts in both the Learning community and the business (measured by defined stakeholder feedback)

  • Coordinated local documentation update.

  • Community management locally (if applicable)

  • Troubleshooting.

  • Continuous contribution to improvement of the performance of the Shared Service Centre (no of initiatives and impact of them)

  • Meeting Minutes to be kept of any meeting

  • Reaching high customer satisfaction through consistent, high quality delivery and application of CARE principles (measured by defined stakeholder feedback)

  • Provide feedback, coaching and advice for contacts in both the Learning community and the business (measured by defined stakeholder feedback)

  • Documentation and best practice sharing on complex issue resolutions

  • SOPs and SWIs are kept up to date


 

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:

  • We are seeking an individual with a degree and 4 years and more of related experience in a Learning/HR area and/or working experience in a team and service delivery or customer care environment. 

  • Experience with Cornerstone or any another Learning Management System

  • Experienced and efficient handling of standard IT-applications, preferably Google suite

  • You bring the following qualifications: University degree, HR preferred 

  • Fluency in English & Mandarin required, any additional languages would be an added advantage

  • Service orientation

  • Strong customer service & interpersonal skills

  • Excellent communication skills & team player

  • Ability to navigate complex Learning data structure

  • Excellent problem solving/analytical abilities

  • Ability to work in a fast-paced and changing environment

  • Ability and experience in facilitating workshops

  • Continuous improvement mindset

  • Business Acumen and understanding servicing impact

  • Ability to work effectively in a matrix organisation

  • Agile mindset in ambiguous situations 

Embed Core capabilities into daily activities, including:

  • 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)

Roche is an equal opportunity employer.

Human Resources, Human Resources > HR Operations & Services

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