Descripción de la oferta
Overview
In this role you lead a high-performing GPC Service Performance team to meet global patient care objectives. You design staffing and performance models, oversee forecasting and KPI frameworks, and ensure data-driven decisions across a multi-channel operation. You collaborate with cross-functional stakeholders and report to GPC leadership to enable timely course corrections and a consistent customer experience. You’ll play a key part in driving operational excellence and inclusive team culture at Roche.
ResponsabilidadesDevelop and execute service performance strategies to meet global efficiency goalsLead and develop a high-performing GPC Service Performance Specialists teamOversee forecasting processes and capacity planning across channelsDesign, maintain, and validate global KPI frameworks for data-driven decisionsAnalyze performance data and provide insights for operational course correction to leadershipCoordinate with internal/external stakeholders to align forecasts and partner outcomes with KPIsCollaborate with global reporting teams to ensure high-quality, validated data for leadersEnsure data integrity and governance across performance metricsMonitor productivity and identify opportunities for continuous improvementParticipate in or manage projects to develop infrastructure and administration processes in the performance areaFoster an inclusive, cross-functional team environment across multiple locationsDrive talent acquisition, onboarding, coaching, performance evaluations, and succession planningEnsure adherence to P&C and compliance policies with a culture of integrity
Requisitos principalesBachelor’s degree or equivalent professional experienceProven leadership experience in an international setting and multi-channel contact center3-5 years in Service Performance, Forecasting, and Operational AnalyticsStrong analytical skills and comfort with complex dataStrategic planning and independent decision-making abilitiesWFM and Reporting tool experience (highly preferred)Proven people management and coaching skillsChange management experience and track record of operational excellenceResult-oriented, customer-centric with growth mindsetExcellent communication, empathetic and solution-orientedFluent spoken and written EnglishleadershipcommunicationempathyService PerformanceForecastingOperational Analytics
