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.Oversee day-to-day operations, observe advisor´s performance and adherence to the plan, double-check the correctness of the plan and monitor KPIs on a daily basis.Drive continuous improvement of work processes by proactively suggesting changes, performing pilots, supporting, or driving the implementation.Ensure a high service quality by applying, supervising and supporting quality management measures.Leverage a comprehensive understanding of the country strategy to identify needs and opportunities for added value.Who You Are:5 years of experience, preferably in a contact center or in the healthcare industry.Bachelor's degree or equivalent experience required.
Postgraduate and/or Master's degree in e.g.
Business Management, Human Resources Management, Operations or Coaching desired.Language skills: A fluent command of English and Country X language, potentially other languages based on local/regional needs.Demonstrated leadership experience through direct or indirect leadership responsibilities.Experience with digital solutions and healthcare industry in a contact center desired.Excellent customer service, communication and organizational skills.
Good leadership skills.Ability to de-escalate and resolve customer's complaints in an effective manner.Result oriented, customer centric, service oriented, experienced in agile organizations, driver of change with a growth mindset.Excellent IT navigation skills – Fast learner in new technologies is a must.Flexibility to travel - 10-15% (Mainly for EMEA).The Team Manager is expected to demonstrate the Roche Operating Principles and contribute to the Roche Group.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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