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. The PositionThe Global Patient Care (GPC) Support Lead is instrumental in advancing customer care excellence and operational efficiency within Roche Diagnostics. This role is tasked with designing and implementing global support models that ensure consistent, high-quality service delivery across GPC hubs. A key responsibility is to foster an environment where each customer and patient interaction is maximized for impact, supporting Roche's commitment to patient-centred care.
This position works in close partnership with the Head of Global Patient Care to drive strategies that align with organizational goals and to enhance the GPC framework. By implementing robust workforce management, quality assurance, and escalation processes, the GPC Support Lead ensures operational consistency and continuous improvement across all hubs.
Key objectives include:
Achieving alignment with global service standards, ensuring 90% adherence within six months post-implementation.Contributing to a reduction in operational costs by 10% through optimized resource allocation and process standardization.Supporting the leadership team in setting and meeting customer experience and operational performance targets.Responsibilities: Customer Experience & Operational Framework:
Develop and improve the global operational framework to ensure a consistent, high-standard customer experience. Global Service Support Implementation:
Implement frameworks supporting hubs in day-to-day service delivery, focusing on Workforce Management (WFM) and Service Quality to maintain excellent standards. KPI Management & Analysis:
Track and analyze operational KPIs to identify improvement opportunities, providing insights to the Leadership Team and sharing findings with regional operations. Global Service Delivery Standards:
Harmonize global KPIs and service standards across the GPC network, ensuring quality and consistency. Team Leadership & Development:
Recruit, lead, and develop a high-performing team of WFM and Quality Specialists who support GPC operations on a global scale. Quality Frameworks & Compliance:
Implement and oversee a global quality framework that optimizes patient and customer interactions, integrating strategies for CRM and contact center excellence. Data-Driven Improvement:
Leverage customer satisfaction data and operational metrics to guide continuous improvement efforts, enhancing both quality and efficiency. Stakeholder Collaboration:
Collaborate closely with global functions and the Business Partnering network, bringing valuable insights that drive decision-making and strategic alignment. Qualifications & Skills:
Education:
University Degree/MBA or equivalent postgraduate qualification. Experience:
Minimum 3-5 years in Customer Care Management, Quality Management, Workforce Management, or related roles in a regulated environment. Expertise in Customer Journey Development:
Demonstrated ability to design, implement, and manage end-to-end customer journeys. International Experience & Cross-Cultural Awareness:
Ability to work effectively in a diverse, global environment with a strong understanding of cross-cultural dynamics. Proven Leadership Skills:
Experience leading, inspiring, and developing high-performing teams; skilled in managing operations while navigating strategic transformation. Business Process Design & Technical Proficiency:
Ability to analyze, design, and optimize customer care processes (Salesforce experience a plus). Proactive, Results-Driven Mindset:
Highly motivated, with a direct and results-oriented approach to leadership and problem-solving. Communication & Stakeholder Management:
Excellent interpersonal, networking, and matrix management skills; adept at building relationships and influencing key stakeholders. We're looking for an experienced leader with a proven track record in customer care, quality management, and workforce optimization. If you have a passion for delivering impactful patient care and the skills to lead in a complex, regulated environment, we'd love to hear from you! Who we areAt 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. Roche is an Equal Opportunity Employer.
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