Overview
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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 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 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 xqbhyrx 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 (Barcelona)
🏢 Roche
📍 Barcelona