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