Global Patient Care Demand Manager

F. Hoffmann-La Roche Gruppe; Petaling Jaya; On-site; MYR 80,000 - 100,000; Full time

Job summary

Une entreprise pharmaceutique mondiale recherche un(e) Global Patient Care Demand Manager à Petaling Jaya, Malaisie. Vous serez responsable de la gestion des demandes des clients et de l'optimisation des processus pour améliorer l'expérience client. Une expérience minimum de 5 ans en gestion de projets et relations clients est requise. La connaissance de l'anglais est essentielle et une autre langue est un atout. Mobilité et adaptabilité sont des qualités souhaitées.

Qualifications

• Minimum de 5 ans d'expérience professionnelle en gestion de la relation client.
• Minimum de 5 ans d'expérience en gestion de projet.
• Expérience dans la gestion de projets complexes.

Responsibilities

• Gérer les demandes de services Clients en comprenant les besoins des clients.
• Développer des processus pour améliorer l'expérience client.
• Établir et suivre les objectifs, délais et budgets des projets.

Skills

Gestion de la Relation Client

Gestion de Projet

Analyse et compétences méthodologiques

Gestion des parties prenantes

Compétences en communication

Pensée critique

Agilité et flexibilité

Education

Diplôme universitaire en économie ou dans une discipline scientifique

Job description

Chez Roche, vous pouvez être vous-même et être apprécié pour les qualités uniques que vous apportez. Notre culture encourage l'expression personnelle, le dialogue ouvert et les connexions authentiques, où vous êtes valorisé, accepté et respecté pour ce que vous êtes, vous permettant de prospérer tant personnellement que professionnellement. Voici comment nous visons à prévenir, arrêter et guérir les maladies et à garantir à chacun l'accès aux soins de santé aujourd'hui et pour les générations à venir. Rejoignez Roche, où chaque voix compte.

La position

Mission

As the Global Patient Care Demand Manager, you will be in charge of managing Customer Care and Service demands by understanding what customers and stakeholders need, planning the necessary steps to fulfill those needs and making sure the Global Patient Care Organization is ready to meet these requests. The GPC Demand Manager is in charge of detecting and adapting user and/or customer demand for GPC services and to improve GPC processes where and if they are required for embedding the new business accordingly with the GPC strategy.

You will have in-depth specialist knowledge of your own job discipline and broad knowledge of related disciplines in the field. You contribute by participating in global cross-functional and cross-chapter squads where it may take a leading role. You may coach colleagues and help others develop expertise/skills and navigate in complex situations by applying a diverse skillset.

You will deeply connect with relevant Global and Countries senior stakeholders from GCS, PMQ, Global IT, Quality and Regulatory, Marketing and Sales to understand business needs and to develop processes driven by GPC vision granting the best customer experience for all patients and customers. You will define and agree the project objectives, timelines and budget requirements.

You will monitor project teams to make sure goals, objectives, timelines and budget are kept. Knowledgeable of larger landscapes without neglecting granular details while tracking project health and staying alert for risk and resolving issues as they arise, you will maintain standards and monitor scope with project quality. As part of an agile project, management approach and clear and transparent communication to stakeholders is key for overall project success.

As part of a GPC, you will need to have an active role in driving the transformation by promoting change management in each project in order to contribute for the creation of the governance of the new organization set up as well as clear processes, roles and responsibilities.

You will ensure that changes or innovations designed to improve business efficiency are implemented smoothly while minimizing risks and maximizing benefits.

Key Accountabilities

• As a member of the GPC team, continuously improve the global operational framework to provide a global consistent Customer Experience approach on a high standard

• Prepare action plans on global level and apply them in the countries and key functions involved to meet business objectives

• In collaboration with partners and stakeholders, develop validation strategy and ensures smooth execution

• Work collaboratively and act as a leader leading stakeholders (in GPC, GCS, PMQ, Global IT, Quality and Regulatory, Marketing and Sales) organizing and prioritizing critical issues

• Design Service Concept Model and develop processes driven by GPC vision to grant the best customer experience for all patients and customers

• Responsible for change control oversight in respective projects

• Strive for significant improvement and reduction of project timeline, evaluate scenarios to reduce project costs and establish lean and robust processes

• Report on project progress, offer viable solutions and opportunities as they arise

• Contributing with data, analyses, information and recommendations to strategic plans and reviews for the entire GPC Organization and stakeholders.

• Enhance department and organization reputation by accepting ownership for accomplishing new and different requests and exploring opportunities to add value to job accomplishments.

• Meet objectives by forecasting requirements, and initiating corrective actions as part of the project management for local and global projects.

• Facilitate right first time mindset and drive the change management in the consolidation of the new organization set up

• Establish new and efficient network between GPC and other key functions ensuring that GPC processes and people are updated based on new decision taken ensuring a smooth transition

Key skills and Experience

• Successfully completed bachelor or higher education in economics or scientific related disciplines

• Minimum of 5 years professional experience in Customer Care Management

• Minimum of 5 years professional experience in Project Management

• Experience in managing complex projects

• Fluent speaking and writing in English, another language is of advantage

• Methodological competence, analytical skills and affinity for numbers and figures

• Expertise in stakeholder management

• Excellent communication skills, empathic, solution-oriented and team-oriented approach

• Quick comprehension and willingness to take responsibility, works with autonomy and flexibility

• Critical thinking

• Multi-tasking, agile skills and flexible to adapt to changes

• Always willing to learn and grow with an attitude to go beyond

Qui nous sommes

Un avenir plus sain nous pousse à innover. Ensemble, plus de 100 000 employés à travers le monde sont dédiés à faire progresser la science et à garantir à chacun l'accès aux soins de santé aujourd'hui et pour les générations à venir. Nos efforts aboutissent à plus de 26 millions de personnes traitées avec nos médicaments et plus de 30 milliards de tests réalisés avec nos produits de Diagnostique. Nous nous encourageons mutuellement à explorer de nouvelles possibilités, à favoriser la créativité et à conserver nos grandes ambitions, afin de fournir des solutions de santé qui changent des vies et ont un impact mondial.

Construisons ensemble un avenir plus sain.

Roche est un employeur offrant l'équité en matière d'emploi.