Position: Associate

Job type: Full-time

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Who We AreDoing now what patients need next. A pioneer in the development of blood glucose monitoring and insulin delivery systems, Roche Diabetes Care (RDC) is committed to helping people with diabetes everywhere in the world think less about their daily diabetes routine, so they can get true relief, day and night. We offer a broad portfolio of solutions for both people with diabetes and their professionals - from blood glucose monitoring to information management to insulin delivery to continuous glucose monitoring. Our aim is to offer innovative products, services and comprehensive solutions for convenient, efficient and effective diabetes management.We are 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.The OpportunityWe aim to further shape and advance the way diabetes is treated by leveraging our integrated Personalized Diabetes Management approach (iPDM), we are continuously refining our ways of working to best serve evolving customer and market demand in a seamless and agile way. As part of this journey, the exciting role of Global Customer Service Lead has been created to play an essential role in enabling country organizations to focus on servicing customers and patients and to invest in solutions that are meeting their support needs, generating positive user experience, engagement and retention.Job Facts & ResponsibilitiesReporting directly to the Market Impact Lead, in the RDC Global Commercial Organization, this critical position is responsible for RDC Customer Service centers worldwide, with the Head of Customer Service Europe, Head of Customer Service North America, Head of Customer Service LATAM, Head of Customer Service India, Middle East & Africa, and the Head of Customer Service Asia Pacific, reporting directly to him/her.Responsibilities include:Operational management of all Customer Service centers worldwideLead Regional Customer Support Teams and responsible for Country Customer Support models, enabling consistent service levels across markets while increasing standardization and efficiencyPlans and implements regional governance to oversee and optimize all customer interactions at every point of contact, including CRM and contact-center strategies, to enhance customer experience and engagementDrive quality standards through global harmonization of policies, processes and practicesOversee complaint handling and escalations, working with Regulatory & ComplianceDeliver key call metrics and operational KPIs on customer satisfaction, such as agent attrition, cost to serve, etc.Develop and deliver standardized product training for Customer Service center agents, patients and other customersDevelop Customer Service offering for new products and solutions, including digital platformsEvolving the target operating model for efficiency and scaleOptimal regional coverage models, taking into account contact volumes, language, time zones, in-house vs. outsourced models, etc.Develop standard Product & Solutions and Patient Care training for the Customer Support teamsTechnical support vs. other customer experience activities (outbound, social media, etc.)Driving interactions to high-touch vs. low-touch channelsDeveloping digital capabilitiesWorking with Global Customer Experience and IT, prioritize and help to develop CRM and self-service capabilities that empower our teams to serve customers betterLeadershipYou will lead through fostering an agile mindset and ways of working applying agile principles with a focus on continued market impact increase. You will collaborate closely with the country organizations and emphasize cross-functional collaboration, create new and leverage existing networks across the entire enterprise to drive collaborative commercial success.You are also responsible for building, and providing effective leadership for your team of Customer Service Centre Leads. Leading in a manner that is consistent with the Roche Values and leadership capabilities within the Creative Leadership and the VACC (Visionary, Architect, Catalyst, Coach) framework and more broadly if required, to ensure individuals and teams are developing and growing in line with their passion and the needs of the Organization.You act as a guardian for high standards of compliance, ethics and safety; putting patients at the center of all actions by consistent business behavior that complies with applicable laws, industry codes and Roche’s Code of Conduct. You are accountable for fostering a culture where every individual, across the organization, is able to bring his or her whole self and passion to work.Who You AreWe are looking for a passionate and decisive business leader. You demonstrate energy, passion, courage, vision and the drive to be part of an organization at the forefront of the industry, delivering benefits for patients, our people, and our business. As the ideal candidate, you bring in addition:Experience, Skills, KnowledgeProven experience leading and transforming global customer service center operations and driving customer satisfaction and retention, in an agile environment and global setting.In-depth knowledge of CRM tools and experience in driving digital solutions as a way to increase customer satisfaction and drive internal efficiencies.Track record in directly or indirectly leading virtual teams in multicultural and matrix environments.Excellent influencing and collaboration skills, getting things done, with and through others.Executive presence and highly developed leadership skills, demonstrating a clear commitment to people development and effective mentoring; promoting a culture of trust and support. Demonstrated success in establishing a high-performing environment with an excellent reputation attracting the best talent, developing and inspiring them.MindsetEnterprise mindset that can break down silos. You thrive on collaboration, ability to bring people together to work towards the same purpose across organization boundaries and possess an “intrapreneurial” mindset with a willingness to take risks and learn.We@RocheDiabetesCare is the mindset and culture we as Diabetes colleagues strive to adopt to help achieve our vision and realize our strategy. As the Global Customer Service Lead you will be expected to demonstrate the We@RocheDiabetesCare dimensions and help evolve the functions culture beliefs and bring We@RocheDiabetesCare to life, as part of the iPDM Strategy Implementation.LocationWe are currently exploring geographic flexibility within our new operating model. While it may not be possible in some cases, we encourage you not to let the location define your decision to apply.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.Roche is an equal opportunity employer.Full time
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Deadline: 10-05-2024

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