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.

Position summary

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 Pay Time Benefits Subject Matter Expert, you are responsible for 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 PTB SME also focuses on projects, system testing and continuous improvement initiatives.

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 

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.