Global Patient Care Support Lead

hace 1 semana


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

About the Role

We are seeking an experienced leader to drive customer care excellence and operational efficiency within Roche Diagnostics. As a Global Patient Care Support Lead, you will design and implement global support models that ensure consistent, high-quality service delivery across GPC hubs.

The ideal candidate will work closely with the Head of Global Patient Care to drive strategies that align with organizational goals and enhance the GPC framework. Key objectives include achieving alignment with global service standards, reducing operational costs through optimized resource allocation and process standardization, and supporting the leadership team in setting and meeting customer experience and operational performance targets.

Key Responsibilities

  • Develop and improve the global operational framework to ensure a consistent, high-standard customer experience.
  • Implement frameworks supporting hubs in day-to-day service delivery, focusing on Workforce Management (WFM) and Service Quality to maintain excellent standards.
  • Track and analyze operational KPIs to identify improvement opportunities, providing insights to the Leadership Team and sharing findings with regional operations.
  • Harmonize global KPIs and service standards across the GPC network, ensuring quality and consistency.
  • Recruit, lead, and develop a high-performing team of WFM and Quality Specialists who support GPC operations on a global scale.
  • Implement and oversee a global quality framework that optimizes patient and customer interactions, integrating strategies for CRM and contact center excellence.

Requirements

To be successful in this role, you will need:

  • A University Degree/MBA or equivalent postgraduate qualification.
  • Minimum 3-5 years in Customer Care Management, Quality Management, Workforce Management, or related roles in a regulated environment.
  • Demonstrated ability to design, implement, and manage end-to-end customer journeys.
  • International Experience & Cross-Cultural Awareness: Ability to work effectively in a diverse, global environment with a strong understanding of cross-cultural dynamics.
  • Proven Leadership Skills: Experience leading, inspiring, and developing high-performing teams; skilled in managing operations while navigating strategic transformation.
  • Business Process Design & Technical Proficiency: Ability to analyze, design, and optimize customer care processes (Salesforce experience a plus).
  • Proactive, Results-Driven Mindset: Highly motivated, with a direct and results-oriented approach to leadership and problem-solving.
  • Communication & Stakeholder Management: Excellent interpersonal, networking, and matrix management skills; adept at building relationships and influencing key stakeholders.

About Us

F. Hoffmann-La Roche Gruppe is a leading research-focused healthcare group with over 100,000 people across 100 countries. We offer a competitive salary of approximately $120,000 per annum, depending on location and experience, as well as a range of benefits including health insurance, retirement plan, and paid time off.



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