At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.The PositionMissionAs 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 general 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 AccountabilitiesDevelop and implement service performance strategies to meet global operational and efficiency goalsLead and develop a high-performing team of GPC Service Performance Specialists, fostering a culture of excellence and accountabilityOversee strategic forecasting processes,



ensuring accurate volume and capacity planning across all channelsDesign, maintain, and validate integral KPI frameworks to drive improvement and ensure data-driven decision-makingAnalyze service performance data to identify trends, proactively providing the GPC Leadership Team with insights for operational course correctionPartner with internal and external stakeholders to provide channel forecasts and validate partner outcomes align with Roche performance standards (KPIs)Strategic Reporting Liaison: Liaise with global reporting teams to drive close collaboration, ensuring that validated, high-quality data is consistently available for GPC LeadersData Integrity & Governance: Lead the review and validation of reporting outputs to guarantee the highest level of accuracy and integrity across all operational performance metricsMonitor productivity metrics and global performance to identify and implement opportunities for continuous improvement and process optimizationProactive participation in or management of projects to develop infrastructure and administration processes within the performance areaCultivate an inspiring and inclusive team environment that promotes diversity, cross-functional collaboration, and overcomes the challenges of a multi-location setupDrive the talent acquisition and hiring process, focusing on selecting and retaining top talent while maintaining a positive work environmentProvide proactive feedback and coaching to team members, managing performance evaluations,



compensation reviews, and succession planningEnsure team adherence to all P&C; and compliance policies, fostering a culture of integrity and accountabilityKey Skills And ExperienceBachelor’s degree or equivalent professional experienceProven leadership experience, preferably in an international setting and a multi-channel contact center3-5 years specialization and in-depth knowledge of Service Performance, Forecasting, and Operational AnalyticsMethodological competence and strong analytical skills with an affinity for complex data and figuresStrategic planning skills and the ability to make quick, effective independent decisionsWorkforce Management (WFM) and Reporting tool experience is highly preferredProven people management and coaching skills with the ability to build effective teams and enhance professional developmentChange Management experience and a track record of driving operational excellenceResult-oriented and customer-centric with a growth mindset, enjoying a diverse and intercultural environmentExcellent communication skills, empathic, and solution-oriented approachFluent spoken and written EnglishWho we areA healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.Let’s build a healthier future, together.Roche is an Equal Opportunity Employer.
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📌 GPC Service Performance Lead (San Cugat del Vallés)
🏢 Roche
📍 San Cugat del Vallés