Payroll, Time & Benefits Subject Matter Expert

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.
The Position
Responsibilities
Service Delivery
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
may include to work independently within broad guidelines and policies, with guidance in only the most complex situations
may include responsibility for the governance and adherence of all spine topics in business consulting and guidance efforts with PTB SME and applies decision principles to prioritize initiatives
May include to sense the government policy and interpret into implementation plans for local benefits topics by collaborating with other functions, e.g. Finance, Legal, PR&R, HRBP…..
Coordination of Complex PTB Requests
Provide customer service on P&C related activities, such as inquiry resolution, request management, and troubleshooting for end to end customer experience.
Execute system data maintenance and business process activities in support of P&C business processes (payroll, time and benefits etc)
Act as Single Point Of Contact for internal escalations (Tier 2)
may include to act as escalation point for team members and PSS on high complex issues
may include to work independently within broad guidelines and policies, with guidance in only the most complex situations
In team assigned, support appropriate process execution, Servicing regulatory compliance / Audit readiness
Support P&C chapters in system maintenance activities
Support operations in troubleshooting and in escalations to Tier 3 (IT/P&C)
may include support for PTB Teamleads/PTB Operations Manager and contributes to the strategic vision and direction + accountable for implementing the strategic direction
may include to develop new approaches to complex problems potentially influencing others to change their point of view and leading others to solve the problem
Training Delivery and Ensure Data Quality
Advise and train stakeholders on process and system
Deliver training on system, tools, processes
may include to ensure usage of PTB related tools to their full extent by regular checks and implementing corrective actions
Acts as a point of contact for all training related topics
Identify training needs and propose training activities (internal and external)
Attend community meetings and cascade information to the appropriate levels
Delivers New Hire Orientation process/system training for newcomers
Process Documentation Correctness
Collaborate with other P&C chapters to keep training materials and process documentation up to date
Follow the system and process updates and embed new knowledge in the existing community
Ensure process and systems documentation is up to date through coordinating the update of SWIs and local SOP documentation
Projects Delivery, System Testing and Continuous Improvement
Contributes to continuous improvement initiatives
may include to lead continuous improvement initiatives and support implementation of continuous improvement culture
Participates in HR Support Solution systems and business process innovation projects, including system
may include leading of project streams or small projects or initiatives within the respective area
may include collaboration with vendor on system design and perform system testing
may include participation or support and collaboration of/with global PTB round table
Work with Operations Teams, BPAs, and CoE and IT
Cross-Functional Collaboration
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.
may include collaboration with global PTB AoP and other global chapters and business areas
Who you are
In this role, you will be working within a team of Specialists focusing on our customers and collaborating with teams across various functions and levels within the organization.
You bring the following Experience:
5+ years of related experience in Pay Time Benefits Subject Matter Expert experience in a HR Shared Services Environment.
deep knowledge of pay time benefits - especially tax and social insurance
University degree, HR preferred
Solid understanding of Shared Service Center Processes and environment
Ability to navigate complex HR Data structure
Experience on HR Processes and expertise end-to-end HR pay, time, benefits processes
Strong knowledge in business solutions like Workday or SAP and its business processes
Experienced and efficient handling of standard IT-applications, preferably Google suite