Global Service Performance & Analytics Lead

Roche; Valencia; On-site; EUR 90,000 - 130,000; Full time

Job summary

Roche in Sant Cugat del Vallès is seeking a GPC Service Performance Lead to optimize global operations and service levels. You will lead a multi-location team, drive forecasting, KPI design, and data-driven decisions across channels.

The role requires strong leadership, analytics, and change-management skills, with English fluency and a passion for improving patient care and operational excellence within a global context.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• Proven leadership experience, preferably in an international setting and a multi-channel contact center.
• 3-5 years specialization and in-depth knowledge of Service Performance, Forecasting, and Operational Analytics.
• Methodological competence and strong analytical skills with an affinity for complex data and figures.
• Strategic planning skills and the ability to make quick, effective independent decisions.
• Workforce Management (WFM) and Reporting tool experience is highly preferred.
• Proven people management and coaching skills with the ability to build effective teams and enhance professional development.
• Change Management experience and a track record of driving operational excellence.
• Result-oriented and customer-centric with a growth mindset, enjoying a diverse and intercultural environment.
• Excellent communication skills, empathic, and solution-oriented approach.
• Fluent spoken and written English.

Responsibilities

• Develop and implement service performance strategies to meet global operational and efficiency goals.
• Lead and develop a high-performing team of GPC Service Performance Specialists, fostering a culture of excellence and accountability.
• Oversee strategic forecasting processes, ensuring accurate volume and capacity planning across all channels.
• Design, maintain, and validate global KPI frameworks to drive improvement and ensure data-driven decision-making.
• Analyze service performance data to identify trends, proactively providing the GPC Leadership Team with insights for operational course correction.
• Partner with internal and external stakeholders to provide channel forecasts and validate partner outcomes align with Roche performance standards (KPIs).
• Strategic Reporting Liaison: Liaise with global reporting teams to drive close collaboration, ensuring that validated, high-quality data is consistently available for GPC Leaders.
• Data Integrity & Governance: Lead the review and validation of reporting outputs to guarantee the highest level of accuracy and integrity across all operational performance metrics.
• Monitor productivity metrics and global performance to identify and implement opportunities for continuous improvement and process optimization.
• Proactive participation in or management of projects to develop infrastructure and administration processes within the performance area.
• Cultivate an inspiring and inclusive team environment that promotes diversity, cross-functional collaboration, and overcomes the challenges of a multi-location setup.
• Drive the talent acquisition and hiring process, focusing on selecting and retaining top talent while maintaining a positive work environment.
• Provide proactive feedback and coaching to team members, managing performance evaluations, compensation reviews, and succession planning.
• Ensure team adherence to all P&C and compliance policies, fostering a culture of integrity and accountability.

Skills

Leadership experience

Forecasting

Operational analytics

Data analytics

Strategic planning

WFM

People management

Change management

Communication

English proficiency

Education

Bachelor’s degree or equivalent professional experience

Tools

WFM tools

Reporting tools

Job description

Roche in Sant Cugat del Vallès is seeking a GPC Service Performance Lead to optimize global operations and service levels. You will lead a multi-location team, drive forecasting, KPI design, and data-driven decisions across channels.

The role requires strong leadership, analytics, and change-management skills, with English fluency and a passion for improving patient care and operational excellence within a global context.