People Support Associate Specialist (Mandarin Speaker)

About the role

Roche's People Support Team acts as the first point of contact for all employee and manager questions about People & Culture services, and carries out Employee Lifecycle Management tasks. This specialist role is based in Petaling Jaya and requires fluent Mandarin to support the counterpart in China. It sits within the People Support Solutions organization, which delivers People & Culture services to employees, managers and other stakeholders.

Key responsibilities

• Provide insight, support and explanations on People & Culture policies, HR systems and administrative activities (recruiting, onboarding, employee changes, terminations, compensation, performance).
• Deliver service consistently through chat, ticketing system and phone calls, and maintain system data and administrative records.
• Handle customer inquiries, requests and troubleshooting, and give feedback on business usage of HR processes and knowledge gaps.
• Keep processes up to date, update SOPs and work instructions, and take part in projects as required.
• Manage service quality against KPIs and SLAs, and build stakeholder relationships.
• Collaborate with HR colleagues, peers in the region and globally, and comply with data privacy rules.

Required profile

• Degree and 0-2 years of related experience in customer service or a human resources area; fresh graduates encouraged to apply.
• Team and service delivery experience, and proven ability to work in a matrix organization.
• Ability to work independently in a fast-paced, ambiguous and multicultural environment.
• Proficiency in Mandarin is a must; written and spoken English is essential.

Required skills

• Experience in a shared service center, preferably in HR services.
• HR generalist know-how and knowledge of Workday HR processes.
• Efficient handling of standard IT applications, preferably the Google suite.