GPC Service Performance Lead
Roche · Sant Cugat del Vallès, Barcelona, Spain
Full-time Posted 4 days ago
About this role
<p>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.</p><h3></h3><p></p><h3>The Position</h3><p><b>Mission</b></p><p>As 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.<br /> </p><p>This role involves overseeing detailed volume forecasting, performance planning, and monitoring trends to maximize efficiency and effectiveness across GPC’s global operations.<br /> </p><p>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.</p><p></p><p><b>Key Accountabilities</b></p><ul><li><p>Develop and implement service performance strategies to meet global operational and efficiency goals.</p></li><li><p>Lead and develop a high-performing team of GPC Service Performance Specialists, fostering a culture of excellence and accountability.</p></li><li><p>Oversee strategic forecasting processes,
Apply for this role on Roche’s official careers site.