Global Service Performance Lead: Forecasting & KPIs

Roche; Sant Cugat del Vallès; Presencial; EUR 90.000 - 120.000; Jornada completa

Descripción de la vacante

Roche seeks a GPC Service Performance Lead to drive excellence across global operations. You will lead a team of specialists, design staffing models, and oversee forecasting and KPI development to optimize service levels across channels.

Your role involves proactive data analysis, stakeholder collaboration, and ensuring data integrity while guiding talent acquisition and performance management in a multinational setting.

Formación

• Bachelor degree or equivalent professional experience.
• 35 years specialization in Service Performance, Forecasting, and Operational Analytics.
• Strong analytical skills and data-driven decision making.
• Fluent English, excellent communication in a multinational setting.

Responsabilidades

• Lead a high-performing team of GPC Service Performance Specialists and manage workforce performance.
• Design and implement staffing and performance models to meet operational demands.
• Oversee forecasting and capacity planning across all channels.
• Develop and validate global KPI frameworks to drive improvement.
• Provide insights to GPC Leadership for proactive course corrections.
• Collaborate with stakeholders to validate forecasts vs partner outcomes.
• Ensure data integrity and governance across reporting outputs.
• Monitor productivity and pursue continuous improvement opportunities.
• Lead talent acquisition, coaching, and performance reviews.
• Ensure adherence to P&C and compliance policies.

Conocimientos

Leadership

Forecasting

Operational Analytics

Analytical skills

Strategic planning

Change management

People management

Communication

English fluency

Educación

Bachelor degree or equivalent professional experience

Herramientas

WFM software

Reporting tools

Descripción del empleo

Roche seeks a GPC Service Performance Lead to drive excellence across global operations. You will lead a team of specialists, design staffing models, and oversee forecasting and KPI development to optimize service levels across channels.

Your role involves proactive data analysis, stakeholder collaboration, and ensuring data integrity while guiding talent acquisition and performance management in a multinational setting.