National Manager - Application

F. Hoffmann-La Roche AG; Mumbai; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Roche seeks a National Manager - Business Application to oversee the day-to-day operations of the Business Applications team, delivering after-sales support strategies and driving a superior customer experience. You will guide planning, budgeting, and CRM usage across APAC/Global interfaces, ensuring alignment with Roche standards and regional initiatives.

Strong leadership and communication are essential. Requirements include a science/engineering degree, 5+ years in a similar multinational

Qualifications

• Bachelor's Degree in Science or Engineering; multinational experience in Diagnostics preferred.
• Minimum 5 years leading a large service team in a similar industry.
• Strong English communication and interpersonal skills.

Responsibilities

• Leads and manages the BAPS team to execute after-sales support strategies.
• Aligns activities with organizational objectives and budgets.
• Maintains CRM data and coordinates with Sales/Marketing for Roche projects.

Skills

People leadership

Budget planning

Customer focus

Communication

Negotiation

Travel readiness

Education

Bachelor's Degree in Science or Engineering

Tools

CRM systems

MS Office / Google Workspace

Job description

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

Position

The National Manager - Business Application manages the day-to-day operations of the Business Applications team to effectively execute after-sales support strategies and objectives to deliver customer experience beyond expectations.

Key Responsibilities

• a) Leads and manages the BAPS team’s overall activities by implementing effective strategies and detailed plans aligned with company objectives.
• b) Ensures all initiatives are properly executed in accordance with the strategies set by the organization.
• c) Align the strategy to operational process, and people resulting in a great customer experience
• d) Provides technical information to Sales and Marketing for Roche projects across all stages of the buying cycle.
• e) Implement Regional and Global initiatives as relevant
• f) Serves as a core member of the extended ET in an advisor capacity to the team and helps to set the direction of the Customer Services team with a special emphasis on how and what to implement to achieve current and future direction.
• g) Responsible for planning the budget of the BAPS team.
• h) Oversees management and maintains inventory of relevant spare parts at an acceptable level
• i) Ensure all service activities of the service team are promptly encoded into customer relationship management (CRM)

Organizational Relationship

• a) Liaises with other affiliates in APAC/Global for technical initiatives and support requirements of the team.
• b) Drive the culture of collaboration across the stakeholders
• c) Maintain key partners, companies, distribution partners, etc.
• d) Develop and implement strategies to build a customer-centric culture in the team.

Team Management

• a) Coaches and motivates the team to perform all duties and responsibilities to resolve key internal and external challenges.
• b) Ensure skills enhancement of the BAPS team (direct and distributor teams) regarding required technical capabilities.
• c) Long-term strategic planning of excellent customer experience, cost reduction, and team efficiency.

SHE Responsibilities

Promote awareness and participation to Security, Safety, Health and Environmental Protection policies and programs at site to create a safe work environment to all employees.

Quality / Regulatory Responsibilities

Ensure full compliance with applicable regulatory requirements and perform activities following global Roche quality standards and local SOPs. Liaises with External customer, distributors, and suppliers Relevant internal team members, including Sales, Marketing, Finance, Supply Chain, and other Departments /areas as required External Relevant Company, Distribution Partner, etc. APAC and Global team for service support, updates, and inquiries relevant to the team.

Who you are

• Bachelor's Degree in Science or Engineering with substantial multinational companies' experience in Diagnostics industry preferred
• A manager's manager with minimum 5 years of experience in leading and managing a large service team in a similar industry
• Computer Skills (Microsoft Office Application and or Google Productivity Tools)
• Excellent interpersonal and communication skills in English (spoken and written)
• Strong leadership skills and a team player
• Analytical, precise, pragmatic, enthusiastic, result-oriented, and strong commercial awareness
• Selling and negotiation skills
• Creative problem-solving and issue-resolution skills
• Customer handling skill
• Planning, organization and time management skill
• Self-Initiative and Proactive
• Ability to travel interstate and internationally as required by the position

Who we are

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact. Let’s build a healthier future, together. Roche is an Equal Opportunity Employer. We believe it’s urgent to deliver medical solutions right now – even as we develop innovations for the future. We are passionate about transforming patients’ lives. We are courageous in both decision and action. And we believe that good business means a better world. That is why we come to work each 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. We are proud of who we are, what we do, and how we do it. We are many, working as one across functions, across companies, and across the world. We are Roche.