Patient Care Team Manager

hace 3 semanas


Barcelona, Barcelona, España F. Hoffmann-La Roche Gruppe A tiempo completo

Transforming Patient Lives through Exceptional Care

We are seeking a highly skilled and motivated Patient Care Team Manager to join our team at F. Hoffmann-La Roche Gruppe. As a key member of our Patient Care organization, you will be responsible for leading a cross-country team in a matrix model, operating in a customer-centric and future-oriented manner.

Main Responsibilities:

  • Lead a team of internal Advisors and Specialists, as well as oversee the operations and performance of the external partner team (Outsourced Services), in accordance with Roche Operating Principles and Leadership Commitments.
  • Proactively deliver Patient Care services that align with evolving business needs, ensuring the excellence of the service provided to the Global Patient Care customers and patients.
  • Build relationships with assigned Country Organizations, through effective Business Partnering, and work together on identifying and selecting service options and in market development.
  • Work with Patient Care stakeholders to ensure that activities are carried out efficiently and purposefully, thus positioning Patient Care as a strong partner in market development, that the continuity and quality level of services are guaranteed, as well as that new market opportunities such as customer services are created.

Requirements:

  • 5 years of experience, preferably in a contact center or in the healthcare industry.
  • Bachelor's degree or equivalent experience required.
  • Postgraduate and/or Master's degree in e.g. Business Management, Human Resources Management, Operations or Coaching desired.
  • Bilingual in German + English or Spanish.
  • Demonstrated leadership experience through direct or indirect leadership responsibilities.
  • Experience with digital solutions and healthcare industry in a contact center desired.
  • Previous experience working with or in external partner suppliers desired.

Leadership Skills:

You are also responsible for building, and then providing effective line-leadership for a cross-country team, operating in a matrix model. Doing so in a manner that is consistent with the Roche Values and leadership capabilities. You will seek to inspire and lead your team to create transformative solutions, and to influence their prioritization and uptake in the wider organization, in order to ensure that customer solutions are at the forefront of Patient Care and deliver its optimal contribution to the Roche Vision.

With a broad experience spanning multiple areas, your knowledge covers the entire value chain. You bring expertise in working with and for customers, demonstrating a genuine concern for patients' and customers' best interests beyond products. Furthermore, you drive and motivate the organization enabled by a strong resilience, listening and empathizing with different stakeholders. You strive to work with people whom you can learn from.

The Team Manager is expected to demonstrate the Roche Operating Principles and contribute to the Roche Group.

The Roche Operating Principles are:

  • Put patients first
  • Follow the science
  • Act as one team
  • Embrace differences
  • Accelerate learning
  • Simplify radically
  • Make impact now
  • Think long term

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