.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 PositionAt Roche, we are passionate about transforming patients' lives, and we are bold in both decision and action - we believe that good business means a better world. That is why we come to work every single day.The position:In Patient Care, we contribute to our commercial success by assisting patients, supporting our customers and partners, promoting and selling products, digital solutions, and services. We do so by acting in a customer-centric, future-oriented manner and with business sense when developing current and new services.The Patient Care Team Manager is responsible for ensuring the efficient and purposeful achievement of all Patient Care business objectives. This is accomplished by leading a team of internal Advisors and Specialists, as well as overseeing the operations and performance of the external partner team (Outsourced Services), in accordance with Roche Operating Principles and Leadership Commitments. The role proactively delivers Patient Care services that align with evolving business needs, all the while ensuring the excellence of the service provided to the Global Patient Care customers and patients.Your Key Responsibilities:Lead team members and ensure service delivery through a combination of internal Roche team and/or external supplier team as an inspiring leader and a role model according to Roche ´s core competencies, leadership commitments and operating principles.Foster individual's and team's performance level, productivity and efficiency by setting clear individual and team goals, providing guidance, motivating, coaching, assessing, challenging and developing employees.Develop team spirit, an inspiring team environment and a common, open, diverse and inclusive Patient Care culture, avoiding silo thinking and supporting cross-team / cross-functional collaboration.Ensure an outstanding customer experience and the reaching of other defined business objectives and a high service quality through team leadership and engagement with the Patient Care network and supporting functions.Drive the implementation of suitable tools to enable a standardized monitoring of KPIs in collaboration with Patient Care colleagues locally and globally.Regularly conduct or oversee call listening and data analysis to maintain high-quality customer communication. Identify training needs based on these assessments, provide relevant content, and strive for a high first-call resolution rate while ensuring compliant documentation
