GPC Service Performance Lead

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections,  where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

Mission

As the GPC Service Performance Lead, you will contribute that Global Patient Care (GPC) business objectives are achieved efficiently by leading a high-performing team of GPC Service Performance Specialists and managing the performance of GPC’s workforce. In this critical management role, you will design and implement staffing and performance models to meet operational demands while aligning performance management with strategic business objectives across an omnichannel environment.
 

This role involves overseeing detailed volume forecasting, performance planning, and monitoring trends to maximize efficiency and effectiveness across GPC’s global operations.
 

You will lead a team responsible for designing and monitoring key performance indicators (KPIs) across all supported channels, validating performance data, and identifying early patterns. You will ensure the GPC Leadership Team is proactively informed when course correction is required, managing the balance between accurately forecast volumes and the desired service levels to ensure a consistent customer experience.

Key Accountabilities

• Develop and implement service performance strategies to meet global operational and efficiency goals.

• Lead and develop a high-performing team of GPC Service Performance Specialists, fostering a culture of excellence and accountability.

• Oversee strategic forecasting processes, ensuring accurate volume and capacity planning across all channels.

• Design, maintain, and validate global KPI frameworks to drive improvement and ensure data-driven decision-making.

• Analyze service performance data to identify trends, proactively providing the GPC Leadership Team with insights for operational course correction.

• Partner with internal and external stakeholders to provide channel forecasts and validate partner outcomes align with Roche performance standards (KPIs).

• Strategic Reporting Liaison: Liaise with global reporting teams to drive close collaboration, ensuring that validated, high-quality data is consistently available for GPC Leaders.

• Data Integrity & Governance: Lead the review and validation of reporting outputs to guarantee the highest level of accuracy and integrity across all operational performance metrics.

• Monitor productivity metrics and global performance to identify and implement opportunities for continuous improvement and process optimization.

• Proactive participation in or management of projects to develop infrastructure and administration processes within the performance area.

• Cultivate an inspiring and inclusive team environment that promotes diversity, cross-functional collaboration, and overcomes the challenges of a multi-location setup.

• Drive the talent acquisition and hiring process, focusing on selecting and retaining top talent while maintaining a positive work environment.

• Provide proactive feedback and coaching to team members, managing performance evaluations, compensation reviews, and succession planning.

• Ensure team adherence to all P&C and compliance policies, fostering a culture of integrity and accountability.

Key skills and Experience

• Bachelor’s degree or equivalent professional experience.

• Proven leadership experience, preferably in an international setting and a multi-channel contact center.

• 3-5 years specialization and  in-depth knowledge of Service Performance, Forecasting, and Operational Analytics.

• Methodological competence and strong analytical skills with an affinity for complex data and figures.

• Strategic planning skills and the ability to make quick, effective independent decisions.

• Workforce Management (WFM) and Reporting tool experience is highly preferred.

• Proven people management and coaching skills with the ability to build effective teams and enhance professional development.

• Change Management experience and a track record of driving operational excellence.

• Result-oriented and customer-centric with a growth mindset, enjoying a diverse and intercultural environment.

• Excellent communication skills, empathic, and solution-oriented approach.

• Fluent spoken and written English.

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.