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.

We advance science so that we all have more time with the people we love.

The Opportunity
Responsibilities:

• Apply, support, and guide in the execution of strategy for US Benefits administration, ensuring high levels of customer service and end-to-end resolution.
  
• Collaborate with employees, stakeholders, leadership, and Rewards Partners to provide information, analysis, and ensure effective communication.
  
• Proactively identify, troubleshoot, and resolve complex issues by determining root causes and solutions.
  
• Analyze data and end-user feedback to identify trends, promote continuous improvements, and translate business needs into process design solutions.
  
• Develop and deliver effective training materials to the user community on new functionalities, processes, and guidelines in alignment with BPO.
  
• Manage data, systems, and processes to ensure integrity and accurate, timely delivery of information and transactions, including conducting audits for compliance.
  
• Provide expert advice and solutions for routine and complex benefit-related issues, utilizing research and analysis to implement process improvements.
  

Core Capabilities include:

• Live customer centricity through day-to-day interactions, demonstrating cultural awareness, needs anticipation, and effective response management.
  
• Demonstrate end-to-end accountability and problem-solving by understanding the big picture, actively listening, engaging others for successful outcomes, and implementing process improvements.
  
• Foster a growth mindset and collaborate with business, HRIT, and local stakeholders to support strategy, design, and processes that deliver North American objectives, including seeking new learning opportunities and providing feedback.
  

Who you are:

• Extensive knowledge of US Benefits plans (401(k) administration, retirement, and pension plans administration. Workday, Fidelity, COBRA administration and Coli Toli Processes), applicable state and federal employment and labor laws, and governmental compliance requirements
  
• Advanced Excel skills (pivot table, v-lookup, etc.) is a must.
  
• Experience in a shared service center, preferably in an HR services environment
  
• Proven track record of being able to deliver in a matrix organization
  
• Ability to work independently in a fast-paced environment and to balance multiple, competing priorities, navigate complex HR data structure
  
• Fluent in English is required
  

Preferred

• Alight vendor systems experience is a plus
  

Relocation benefits are not available for this job posting.

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 San Jose provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the Americas region. Today Roche employs altogether around 800 employees in Costa Rica.