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.

Relocation benefits are not available for this job posting.

Position Summary:

Lead the Learning team, overseeing strategy, KPIs, and compliance while driving service excellence through innovation and automation. Collaborate with the GLS Customer Lead to enhance Learning services, leveraging data insights for policy improvements and employee engagement. Develop team talent, maintain strong vendor relationships, and contribute to key initiatives and the GLS Area of Practice strategy.

The Opportunity:

Leadership, People and Culture:

Lead and facilitate people processes aligned with Roche Leadership commitments, People Practices, and policies.

Build and retain a strong, competitive team by fostering engagement, talent development, and succession planning.

Cultivate a positive, growth-oriented culture focused on trust, accountability, and customer-centricity.

Oversee compensation management, including salary adjustments and bonus distribution.

Service Delivery:

Ensure consistent, high-quality service delivery, customer satisfaction, and compliance with KPIs and regulations.

Lead Learning operations, optimizing execution, resource allocation, and end-to-end ownership of resolutions.

Drive continuous improvement through standardization, automation, and best practice sharing.

Manage stakeholder relationships, service quality expectations, and proactive customer-focused communication.

Cross-Functional Collaboration:

Collaborate regionally and globally to ensure consistent, effective People Support Solutions services.

Drive global consistency by implementing and aligning with People Support Solutions standards.

Partner across Global Learning Services for seamless service delivery and process improvements.

Engage in projects and initiatives with HRIT and transformation teams to enhance employee experience and productivity.

Who you are

In this role you will be working with stakeholders from various functions and across levels within the organization. Your team may not physically be in the same location as you, therefore your ability to work across borders and to lead virtually is important.  Strong leadership competencies and demonstrated success in change management are also critical. 

Skills and competencies:

Proven experience leading regional or global service teams in a shared service, Learning, or HR environment.

Expertise in cloud-based learning management solutions like Cornerstone preferred.

Strong ability to drive change, influence stakeholders, and foster cultural transformation.

Effective in matrix organizations, handling complexity, ambiguity, and cross-border collaboration.

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) 

You bring the following qualifications and capabilities critical to the role:

5+ years of related experience in shared services or Learning/HR function, in multinational companies. 

Strong service management skills 

Experience leading a team for more than a year

Experience with Learning processes & expertise

Experience in streamlining processes and eliminating waste; Work hard but smart

Analytical thinking and pragmatic approach to deal with requests.

Learning and development know-how.

Experienced and efficient handling of standard IT-applications, preferably Google suite

Good knowledge of Learning processes and working with Learning Management software

Fluent in English required, additional languages a plus, based on region (i.e. German, French, Italian, Spanish, Portuguese, Hungarian, Chinese)

SHE requirements: 

Line managers are responsible for full compliance with SHE (Safety, Security, Health and Environmental Protection) requirements and applicable law in the area under their control.

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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.

Roche is an Equal Opportunity Employer.