GPC Service Performance Lead

About the role

Roche is looking for a GPC Service Performance Lead in Sant Cugat del Vallès. The role contributes to the Global Patient Care (GPC) business objectives by leading a team of GPC Service Performance Specialists and managing the performance of GPC's workforce. It covers staffing and performance models, volume forecasting, performance planning and trend monitoring across an omnichannel environment.

Key responsibilities

• Develop and implement service performance strategies to meet global operational and efficiency goals.
• Lead and develop a team of specialists, including talent acquisition, coaching, performance evaluations, compensation reviews and succession planning.
• Oversee strategic forecasting and capacity planning across all channels.
• Design, maintain and validate global KPI frameworks and monitor productivity metrics to drive continuous improvement.
• Analyze service performance data and alert the GPC Leadership Team to trends requiring course correction.
• Partner with internal and external stakeholders to provide channel forecasts and validate partner outcomes against Roche performance standards.
• Liaise with global reporting teams and lead the review and validation of reporting outputs for accuracy and integrity.
• Manage projects to develop infrastructure and administration processes, and promote an inclusive, collaborative team environment.

Required profile

• Bachelor's degree or equivalent professional experience.
• Proven leadership experience, preferably in an international setting and a multi-channel contact center.
• 3-5 years of specialization in Service Performance, Forecasting and Operational Analytics.
• Fluent spoken and written English.

Required skills

• Strong analytical skills and methodological competence with complex data.
• Workforce Management (WFM) and reporting tool experience highly preferred.
• Change management experience and a track record of operational excellence.