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Patient Care Team Manager

hace 1 mes

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

At Roche, we are passionate about transforming patients' lives. We are seeking a highly skilled and experienced Patient Care Team Manager to join our team. As a Patient Care Team Manager, you will be responsible for leading a cross-country team operating in a matrix model, consistent with the Roche Values and leadership capabilities.

The ideal candidate will have a broad experience spanning multiple areas, covering the entire value chain. You will bring expertise in working with and for customers, demonstrating a genuine concern for patients' and customers' best interests beyond products.

You will drive and motivate the organization enabled by a strong resilience, listening and empathizing with different stakeholders. You will strive to work with people whom you can learn from.

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

Key Responsibilities:

  • Lead a cross-country team operating in a matrix model
  • Drive and motivate the organization
  • Develop and implement strategies to improve customer satisfaction and loyalty
  • Collaborate with Country Organizations to create, modify, or discontinue services
  • Ensure an outstanding customer experience and the reaching of other defined business objectives

Requirements:

  • 5 years of experience 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
  • COPC Best Practices For Customer Experience Operations certification is a plus
  • COPC Best Practices In Managing Outsourced Service Operations is a plus

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

Who we are:

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare.

Working together, we've become one of the world's leading research-focused healthcare groups.

Our success is built on innovation, curiosity and diversity.

Roche is an Equal Opportunity Employer.