Payroll Subject Matter Expert (Mandarin Speaker)

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

The Pay Time Benefits team focuses on supporting pay time and benefits processes and provides customer service and advisory support to managers, employees, People & Culture and business partners on global P&C 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 Payroll Subject Matter Expert, you are responsible for end to end payroll processing, coordinating complex P&C requests and being the internal and external escalation point for the PTB Specialists / colleagues. In this role, you will foster knowledge building and support end to end resolution of cases, projects in PTB, will be delivering training on systems, tools and processes, ensuring quality data maintenance by regular checks and assisting implementing corrective actions. In this position you will ensure that all relevant process documentation is up to date. The Payroll SME also focuses on projects, system testing and continuous improvement initiatives.

Responsibilities

Operations and Service Delivery

Ensure end to end ownership of resolution, consistent and reliable service delivery for customers serviced, operations according to defined KPIs and SLAs and regulatory compliance in line with the countries, customers and regulations.

• Handle end to end payroll processes in house from execution, checking, finalizing and reporting, etc.
• 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.
• Develop and manage key stakeholder relationships and communications to partner in a proactive and customer outcomes focused way.

Coordination of Complex PTB Requests

Provide customer service on PTB related activities, such as inquiry resolution, request management, and troubleshooting for end to end customer experience.

Training Delivery and Ensure Data Quality

Advise and train stakeholders on process and system. Identify training needs and propose training activities (internal and external). Deliver training on system, tools, processes if needed.

Process Documentation Correctness

Collaborate with other P&C chapters to keep training materials and process documentation up to date.

Projects Delivery, System Management and Continuous Improvement

Contributes to continuous improvement initiatives. Participates in People Support Solution systems and business process innovation projects.

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 and achieve our People Support Solutions vision by driving global consistency through collaboration.

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, specifically Roche China as the key customer group.

You bring the following Competencies and Experience :

Who we are

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.

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