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 dec

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