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.

Responsabilidades

- Develop and execute service performance strategies to meet global 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 general 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 P&C; and compliance policies with a culture of integrity

Requisitos principales

- 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 English

- leadership
- communication
- empathy
- Service Performance
- Forecasting
- Operational Analytics

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