Experteer 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.Compensaciones / Beneficios• Develop and execute service performance strategies to meet integral efficiency goals• Lead and develop a high-performing GPC Service Performance Specialists team• Oversee forecasting processes and capacity planning across channels• Design, maintain, and validate global KPI frameworks for data-driven decisions• Analyze performance data and provide insights for operational course correction to leadership• Coordinate with internal/external stakeholders to align forecasts and partner outcomes with KPIs• Collaborate with global reporting teams to ensure high-quality,



validated data for leaders• Ensure data integrity and governance across performance metrics• Monitor productivity and identify opportunities for continuous improvement• Participate in or manage projects to develop infrastructure and administration processes in the performance area• Foster an inclusive, cross-functional team environment across multiple locations• Drive talent acquisition, onboarding, coaching, performance evaluations, and succession planning• Ensure adherence to Pu0026C and compliance policies with a culture of integrityResponsabilidades• Bachelor’s degree or equivalent professional experience• Proven leadership experience in an international setting and multi-channel contact center• 3-5 years in Service Performance, Forecasting, and Operational Analytics• Strong analytical skills and comfort with complex data• Strategic planning and independent decision-making abilities• WFM and Reporting tool experience (highly preferred)• Proven people management and coaching skills• Change management experience and track record of operational excellence• Result-oriented, customer-centric with growth mindset• Excellent communication, empathetic and solution-oriented• Fluent spoken and written EnglishRequisitos principales•

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