Job Description

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

The Global Learning Services teams focus on executing system data maintenance and administrative activities in Cornerstone as well as providing effective, applicable and attractive Learning experiences to support our customers’ core business. 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 Learning Coordinator, you are responsible for executing system data maintenance and administrative activities in a timely and accurate manner in Cornerstone and all relevant Learning management systems as well as providing all necessary non-systems related Learning process support. 

You are accountable for providing customer service and advisory support to the respective Learning community and business partners on global Learning systems and processes and ensuring end-to-end process completion in line with the PSS Core Capabilities.

You are responsible for coordinating complex data maintenance, administrative, financial and compliance related tasks, associated with the Learning and Development scope of activities. You may also be responsible for acting as the local Learning Expert and liaising with internal and external training providers, government representatives within the country/affiliate of support, as well as conducting event management activities and organizing Learning programs and site related onboarding training where relevant. 

Responsibilities

• Record and control training information in Cornerstone (or other Learning Management platforms) with input from learners, subject matter experts, managers and other learning and development personnel to ensure accurate learning plans/histories and availability of current training materials.

• Learning Management System (LMS) Administration, primarily in Cornerstone, Roche’s official system of record. Provide support and processing of customer requests including:

  • Perform data entry in Cornerstone (and potentially other LMS)

  • Report on data maintained in the LMS to support audits and inspections and report against goals

  • Maintain expert knowledge of LMS system capabilities and limitations

  • Responsible for effective learning environment including the availability of current and complete training materials and management of session logistics

  • Provide complex and detailed LMS consultation to customers

  • Provide front line LMS technical support to managers and learners

• Support the respective Learning Community for learning projects including; meeting planning and facilitation, project plan execution, and communication.

• Participate in local/global projects with cross-functional impact to ensure functions, operational unit and site needs are met

• Conduct and document lessons learned, measure effectiveness of learning solutions, and ensure continuous improvement activities.

• Identify and develop solutions for known Learning issues

• Advocate for prioritized system improvements within Learning support community

• Participate in activities required to optimize Learning performance

• Cooperate effectively with team members with daily work and projects

• 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 first level support teams

• Be up to date on processes, own the knowledge development on processes, and contribute to the update of relevant documentations (SWIs, SOP, GWIs)

• End-to-end ownership and change management competencies are critical

• Coordinate and support complex data maintenance tasks

• Coordinate and support complex administrative, incl. financial, procurement and compliance related tasks, associated with the Learning and Development scope of activities

• Assume the role of the local Learning Expert (in agreement with the local business unit), submitting requests in the ServiceNow tool 

• Liaise with external training providers/vendors

• Liaise with government representatives within the country/affiliate of support, if necessary

• Drive or contribute to organizational/site strategic planning, related to the Learning and Development scope

• Actively coordinate local onboarding activities for business areas or country/cluster of countries based on training needs and local requirements as needed.

• Provide Learning expertise and support during audits

• Plan and conduct event management activities, as well as organizing Learning programs

• Advise the customers on Training matrix building or optimization, incl. leading/coordinating the initiative if necessary

• Execute the day-to-day activities by delivering on performance metrics and KPIs according to the agreed Learning service levels, and in compliance with the relevant Roche standards, procedures and legal constraints

• Contribute to continuous improvement of the performance of the Shared Service Center

• Build and maintain effective communication channels and cross-team collaboration in Global Learning Services as part of PSS

• Reach high customer satisfaction through consistent, high quality delivery and application of PSS Core Capabilities (measured by defined stakeholder feedback)

• Provide feedback, coaching and advice for contacts in the respective Learning Community (the business)

• Documentation and best practice sharing on complex issue resolutions

• Tasks might include business travel and shorter periods of on-site support

Who you are

• 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

• Accountable, focused, precise

• Ability to work effectively in a matrix organization (across PSS sites)

• Agile mindset in ambiguous situations

• Ability to understand and learn new administrative processes, related to finance, procurement, audit and compliance

• Display high integrity on the job and comply with the Roche guidelines

• Comply with data privacy rules and (local country) regulations

• Collaborate effectively with all relevant stakeholders for daily work and projects

• Result and Solution oriented thinking and acting

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

• Degree or Diploma in HR, Learning and Development or equivalent

• 3-5 years relevant experience

• Proficiency in English and Japanese is required. Good communication skills are essential, as the role involves supporting our counterparts in Japan.

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

The Roche Services & Solutions as well as People Support Solutions organisations located in Kuala Lumpur provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the APAC region. Today Roche employs altogether around 1100 employees in Malaysia.

Job Requirements