Team Manager DACH (German and English/Spanish)

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

At Roche, we are passionate about transforming patients’ lives, and we are bold in both decision and action - we believe that good business means a better world. That is why we come to work every single day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow. Roche is strongly committed to a diverse and inclusive workplace. We strive to build teams that represent a range of backgrounds, perspectives, and skills. Embracing diversity enables us to create a great place to work and to innovate for patients.

Summary of the position:

Doing now what patients need next. Patient Care is the front facing connection with our patients and our customers that serves as an engine for delivering value.  In PatientCare, we contribute to our commercial success by assisting patients, supporting our customers and partners, promoting and selling products, digital solutions, and services. We do so by acting in a customer-centric, future-oriented manner and with business sense when developing current and new services.

The Patient Care Team Manager is responsible for ensuring the efficient and purposeful achievement of all Patient Care business objectives. This is accomplished by leading a team of internal Advisors and Specialists, as well as overseeing the operations and performance of the external partner team (Outsourced Services), in accordance with Roche Operating Principles and Leadership Commitments. The role proactively delivers Patient Care services that align with evolving business needs, all the while ensuring the excellence of the service provided to the  Global Patient Care customers and patients.

In addition, builds relationships with the assigned Country Organizations, through effective Business Partnering,  and works together on  identifying and selecting service options and in market development. Works 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.  Thus proactively delivering Patient Care services that meet evolving business needs.  

Main tasks of the position

Lead team members and ensure service delivery through a combination of internal Roche team and/or external supplier team  as an inspiring leader and a role model according to Roche´s core competencies, leadership commitments and operating principles.

• Foster individual´s and team’s performance level, productivity and efficiency by setting clear individual and team goals, providing guidance, motivating, coaching, assessing, challenging and developing employees.

• Develop team spirit, an inspiring team environment and a common, open, diverse and inclusive Patient Care culture, avoiding silo thinking and supporting cross-team / cross-functional collaboration overcoming the challenge of a multi location / partner set-up, depending on set up.  

Ensure an outstanding customer experience and the reaching of other defined business objectives and a high service quality through team leadership and engagement with the Patient Care network and supporting functions.

• Drive the implementation of suitable tools to enable a standardized monitoring of KPIs in collaboration with Patient Care colleagues locally and globally and subsequently monitor KPIs while having a deep understanding of the mechanisms behind, to be able to counteract in case of deviations.

• Regularly conduct or oversee call listening and data analysis to maintain high-quality customer communication. Identify training needs based on these assessments, provide relevant content, and strive for a high first-call resolution rate while ensuring compliant documentation.

• Oversee day-to-day operations, observe advisor´s performance and adherence to the plan, double-check the correctness of the plan and monitor KPIs on a daily basis developing deep understanding of the mechanisms behind.

Lead Projects and Continuous Improvement

• Drive continuous improvement of work processes by proactively suggesting changes, performing pilots, supporting, or driving the implementation, while also overseeing multi-contact channel deployment (email, chat, web, phone…) and supporting digital transformation to ensure a continuous increase in productivity and quality of services provided.

Towards Supplier Partners

• Ensure an outstanding customer experience and the reaching of other defined business objectives by monitoring, controlling  and facilitating operational processes with the supplier team. 

• Ensure a high service quality by applying, supervising and supporting quality management measures.

Towards Country Organizations

• Leverage a comprehensive understanding of the country strategy to identify needs and opportunities for added value. Collaborate with Country Organizations to create, modify, or discontinue services with the goal of proactively delivering Patient Care services that align with evolving business needs. Ensure the excellence of the service provided to Roche's customers and patients throughout this strategic alignment.

Travel % required: 10-15% (Mainly for EMEA)

Qualifications of the position:

• 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.

• Language skills: 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.

• Excellent customer service, communication and organizational skills. Good leadership skills. Ability to understand, explain, follow and enforce SOPs, Contact-Center KPIs and protocols. 

• Ability to de-escalate and resolve customer’s complaints in an effective manner. 

• Result oriented, customer centric, service oriented, experienced in agile organizations, driver of change with a growth mindset.

• Knowledge and expertise in the healthcare industry and the use of technology-based solutions in healthcare is desired.

• Excellent IT navigation skills – Fast learner in new technologies is a must.

• Flexibility to travel. 

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.