Global Patient Care Service Delivery Lead

F. Hoffmann-La Roche AG; Buenos Aires; Presencial; ARS 136.828.000 - 228.047.000; Jornada completa

Descripción de la vacante

Roche in Buenos Aires, Argentina, seeks a GPC Service Delivery Manager to lead post-Hypercare handover, global service delivery, and KPI monitoring. You will bridge GPC with GCS, PMQ, and regional affiliates, driving SIPs and change management in a multi-hub environment.

You will manage cross-functional teams, ensure SLA adherence, and foster continuous improvement while engaging with LATAM and global partners. Fluent English is required for daily collaboration.

Formación

• 5+ years of progressive experience in Service Delivery Management, Client Services, Customer Care Operations, or BPO / Contact Center Environments.
• Proven track record in Service Implementation, Service Improvement Plans (SIPs), SLA governance, and Post-Hypercare transitions in multi-hub or regional/global environments.
• Strong background in operational KPI tracking, feedback loop implementation, SLA management, and structured process optimization.
• Exceptional stakeholder management, active listening, and change management skills with the ability to influence cross-functional teams in a matrix environment.
• Fluency in English (advanced/fluent, written and spoken) is required to engage daily with global leadership and cross-region hubs.

Responsabilidades

• Post-Hypercare Service Ownership & Handover: Manage the end-to-end transition and operational delivery following the Hypercare phase of new GPC service implementations for global affiliates, ensuring strict alignment with global guidelines and KPI standards.
• Global Stakeholder Partnership & Governance: Act as the primary GPC point of contact for GCS, PMQ, Global IT, Quality & Regulatory, and Marketing/Sales. Foster strong cross-functional partnerships across LATAM and global hubs to align service delivery strategies.
• KPI Monitoring & Operational Feedback Loop: Monitor global operational metrics, gather affiliate/customer feedback, and establish structured feedback loops to drive process enhancements and a consistent global customer experience.
• Service Improvement Plans (SIPs): Identify operational bottlenecks, design vision-driven Service Improvement Plans (SIPs), and execute change management strategies that optimize service delivery efficiency and patient/customer satisfaction.
• Service Operations & Change Management: Lead cross-functional global squads and service teams, overseeing change control, service transition timelines, resource allocations, and risk mitigation strategies in an agile environment.
• Cross-Hub Collaboration: Work in close partnership with regional team members across North America, EMEA, and APAC to standardize global customer care workflows and promote a "right first time" operational mindset.

Educación

Bachelor’s degree in Business Administration, Engineering, Economics, Communications, or a related field

Descripción del empleo

Roche in Buenos Aires, Argentina, seeks a GPC Service Delivery Manager to lead post-Hypercare handover, global service delivery, and KPI monitoring. You will bridge GPC with GCS, PMQ, and regional affiliates, driving SIPs and change management in a multi-hub environment.

You will manage cross-functional teams, ensure SLA adherence, and foster continuous improvement while engaging with LATAM and global partners. Fluent English is required for daily collaboration.