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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.

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.

Roche is an Equal Opportunity Employer.