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Job MissionAs the GPC Service Performance Lead, you will contribute to the Global Patient Care (GPC) business objectives by leading a high‑performing team of Service Performance Specialists and managing the performance of GPC’s workforce. Your role involves designing and implementing staffing and performance models, overseeing volume forecasting, performance planning, and trend monitoring to maximize efficiency and effectiveness across GPC’s global operations.Key Responsibilities- Develop and implement service performance strategies to meet global operational and efficiency goals.- Lead and develop a high‑performing team of 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 and proactively provide the GPC Leadership Team with insights for operational course correction.- Partner with internal and external stakeholders to provide channel forecasts and validate partner outcomes against Roche performance standards (KPIs).- Liaise with global reporting teams to drive close collaboration and ensure validated, high‑quality data is consistently available for GPC Leaders.- 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.- Proactively participate in or manage 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 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 centre.- 3–5 years of 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.Roche is an Equal Opportunity Employer. We are committed to providing equal employment opportunities and do not discriminate on the basis of race, color, religion, gender, national origin, age, disability, or any other protected characteristic.#J-18808-Ljbffr

F. Hoffmann-La Roche AG is seeking a GPC Service Performance Lead in Sant Cugat del Vallès, Spain. In this role, you will lead a high-performing team, develop service performance strategies, and oversee forecasting and planning processes to maximize efficiency across GPC’s global operations.The ideal candidate will have a Bachelor’s degree, proven leadership in international settings, and expertise in Service Performance and Operational Analytics. Roche promotes a diverse and inclusive environment.#J-18808-Ljbffr