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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 integral 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

📌 GPC Service Performance Lead (San Cugat del Vallés)
🏢 Roche
📍 San Cugat del Vallés