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The Position

Mission:

The mission of the GPC Team & Business Partner Manager/Leader is to ensure that all Global Patient Care (GPC) business objectives are achieved efficiently by leading a high-performing team and supporting the Supplier Operations Manager/Lead in managing suppliers, potentially across multiple countries. This role is aligned with Roche's core competencies and leadership commitments, proactively delivering Customer Care services that adapt to evolving business needs while ensuring service excellence for patients and customers interacting with Roche's Products and Digital Solutions.

The GPC Team & Business Partner Manager leads, manages, and develops team members, fostering a culture of continuous improvement. They contribute to the organization's performance and ensure operational support is provided daily with a strong focus on quality and customer satisfaction.

Additionally, the GPC Team & Business Partner Manager builds and nurtures collaborative relationships with Country/Regional Organizations and with the internal GPC Team to identify and implement service options and support market development. They partner with local, regional, and global stakeholders to streamline activities, positioning Global Patient Care as a key enabler for market growth. This role ensures continuity and service quality while proactively identifying new opportunities-such as enhanced customer services-to meet shifting business demands and drive sustainable growth.

Key Accountabilities

Identify needs and added value opportunities by partnering with the Country/Regional Organizations and create, change, or stop services to proactively deliver Global Patient Care services that meet evolving business needs, ensuring excellence of the service provided to patients and customers towards Products and Digital Solutions commercialized by Roche:

• Translate the Global Patient Care strategy into actionable measures fit for respective countries and markets in alignment with the Cluster Head and GMs / Country Managers and act as liaison between different stakeholders

• Consult and support the Country/Regional Organization to ensure that Services is part of regular business planning of each organization

• Translate the country strategy and develop proposals for new services with added value in line with the country and Customer Care strategy

• Initiate market related activities (for example, sales, service support, etc.) and coordinate these with all relevant stakeholders

• Establish and maintain the operating model for patient care in your assigned area with the objective to implement service standards that meet customers expectations while harmonizing service offers to exploit synergies.

Drive the forecasting process and discuss the degree of target achievement with the Country/Regional Organizations:

• Coordinate the forecasting process of service scope and workload with the Country/Regional Organization and Global Customer Care Operations

• Align local resource needs and calculated budget within Global Support Team

• Review and evaluate operational targets with the Country/Regional Organization on a monthly basis

• In case of deviations to the forecast or additional service or campaign requests by the Country Organization, establish mitigation measures and the adjustment of budget and capacities.

Ensure effective and efficient country/region related processes and excellent communication between GPC and all Stakeholders:

• Communicate in a timely and comprehensive manner to all Advisors, Specialists, Team Managers and other regional and global Patient Care Stakeholders all relevant information from and related to the respective Country Organization

• Participate in Country/Regional Leadership Meetings

• Ensure that the Country Organization is always well informed about any Patient Care and service related topics

• Form and maintain a collaboration model between all Team Managers globally with the goal of worldwide Best Practice Sharing, mutual support and alignment on service requests from the Global Organization.

Lead, inspire, and develop a high-performing team, including other leaders within the reporting line, by embodying Roche's core competencies, leadership commitments, and operating principles:

• Foster a culture of excellence, inclusivity, and collaboration while driving team and individual performance

• Lead by example as a VACC (Visionary, Architect, Catalyst, Coach) leader and role model. Set clear goals for individuals and the team, providing continuous guidance, motivation, coaching, and feedback. Challenge and develop employees to maximize their potential, boosting team productivity and efficiency

• Cultivate an inspiring and inclusive team environment that promotes diversity and openness. Avoid silo thinking and encourage cross-functional and cross-team collaboration, overcoming the challenges of a multi-location setup as necessary

• Enable and participate in cross-team and cross-functional collaboration, fostering synergies and creating a cohesive approach to problem-solving and service delivery

• Ensure that the team delivers exceptional customer service while optimizing efficiency and effectiveness in all areas of Customer Care. Strive for continuous improvement to maintain service excellence

• Drive the talent acquisition and hiring process, ensuring the selection of top talent when new team members are required. Focus on retaining talent by maintaining low attrition levels and providing a positive work environment

• Establish and maintain a customer care operating model in your assigned area. Implement and harmonize service standards to meet customer expectations and exploit operational synergies

• Provide proactive feedback and coaching to team members, helping them grow and succeed. Offer performance evaluations, support compensation reviews, and contribute to succession planning and talent management

• Manage employee performance, addressing conflicts, and implementing performance improvement plans when necessary. Ensure team members adhere to all HR and compliance policies, fostering a culture of integrity and accountability.

Ensure an outstanding customer experience and the reaching of other defined business objectives and a high service quality:

• Drive the implementation of suitable tools to enable a standardized monitoring of KPIs in collaboration with GPC colleagues locally and globally and subsequently monitor KPIs while having a deep understanding of the mechanisms behind, to be able to counteract in case of deviations

• Ensure frictionless operations by providing a high reachability and accessibility to team members, to support in case of complex questions, escalations, technical issues or any kind of disruption

• Frequently conduct / supervise call listening and data analysis to ensure top quality customer communication, provided content, a high first call resolution rate and compliant documentation

• Identify training needs and coordinate planning and implementation of respective training in alignment with Patient Care colleagues locally and globally.

Lead Projects and Continuous Improvement

• Drive continuous improvement of work processes by proactively suggesting changes, performing pilots and supporting or driving the implementation

• Drive multi contact channel deployment (email, chat, web, phone) and support the digital transformation ensuring a continuous increase of productivity and quality of the services provided

• Support/Lead projects related to the improvements and changes on the Global Patient Care to meet evolving business needs

• Support Supplier Operation Manager to plan, manage and control business processes related to suppliers to ensure a coherent price-performance ratio and fulfillment of their contractual obligations.

Key skills and experience:

• Fluency in Korean (required) proficiency in Japanese (preferred/advantageous)

• Bachelor degree or equivalent professional experience will be a plus

• Minimum 5 years of successful leadership experience, preferably in an international setting across different locations, and in a contact center

• Proven excellent people management and coaching skills with a VACC leadership mindset and the ability to build effective teams and enhance development

• Ability to understand, explain, follow and enforce SOPs, Contact-Center KPIs and protocols, preferably with experience in the field of product quality management and compliance

• Track record of good analytical skills and experience in budget management

• Experience in supplier management preferred

• Sales experience desired, ideally as Key Account Manager

• Project Management experience, preferably good knowledge of Agile Methodology

• Change Management experience

• Language skills: A fluent command of English and potentially other languages based on local/regional needs

• Experience with digital solutions and healthcare industry in a contact center desired

• Excellent customer service, communication and organizational skills

• Ability to de-escalate and resolve customer's complaints in an effective manner

• Experience building business cases and presenting to stakeholders

• Effective negotiation skills

• Experience working with executive stakeholders

• Result oriented, customer centric, service oriented, driver of change with a growth mindset enjoying a diverse, inclusive and intercultural environment

• Knowledge and expertise in the diabetes therapeutic area and the use of technology-based solutions in healthcare desired

• Excellent IT navigation skills - Fast learner in new technologies is a must

• Flexibility to travel.

Who we are

A healthier future drives us to innovate. Together, more than 100'000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let's build a healthier future, together.

Roche is an Equal Opportunity Employer.