Customer Experience Operations Team Leader - Finance and Procurement

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.

Roche is a stable and innovative biotechnological company offering exceptional career paths and great benefits for fresh graduates and outstanding professionals. This is the reason why we are continuously expanding, looking for new talents and supporting remote working during these unusual times. Your health and safety is of paramount importance to us, therefore we are conducting web-based interviews and our onboarding process is also running in a virtual setup.

What we do:

The Customer Experience Operations serves as a highly skilled support unit for Procurement and Finance related processes amongst others. Our unit provides support for end-users and super-users around the world and grants continuous career opportunities.

Our Procurement and Finance Business Support teams provide first and second level support on system related questions. The range of support includes training, consultancy services on existing functionalities of the system and routine telephone inquiries regarding products, services, order status and other general questions.

As a Customer Experience Operations (CXO) Finance and Procurement Team Leader you will perform all people management related activities including, but not limited to information sharing in the team, staffing, goal setting and related performance evaluation, development support, performance improvement planning, succession and talent management.

You will be also managing respective business processes, ensuring KPIs are met on team and individual level, and regular operations reviews are held internally and externally with relevant stakeholders for own area and also having the Single Point of Contact role of cross-functional Affiliate Relationship Management structure for selected affiliates.

You will be:

• Perform people management activities (goal setting, feedback, performance evaluation, etc.).

• Manage relationships with stakeholders. Organize team members and resources depending on workload and expertise

• Ensure service quality and customer satisfaction

• Find process improvement opportunities on existing scope while having standardization to ensure cross-divisional and cross-functional approach. Communicate, manage and implement changes

Who you are :

We are looking for someone who is self motivated, really passionate about his or her job and understands that providing a high-quality service is crucial for the organization. As an ideal team member you are open-minded, dedicated to make a difference and open to constant development. Furthermore, you have:

• At least 3 years relevant experience in people management in a service center environment and project management skills

• Excellent written and spoken command of English

• The ability to operate in fast-paced and multi tasking environments and the ability to prioritize to achieve results

• Strong interpersonal skills, strategic thinking, leadership and change management skills

• University degree preferably in Economics related discipline

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.