GPC Service Delivery Manager

Roche; Petaling Jaya; On-site; MYR 90,000 - 120,000; Full time

Job summary

A global healthcare company is seeking a Global Patient Care Service Delivery Manager in Petaling Jaya, Malaysia. The role emphasizes improving communication and collaboration among multiple stakeholders to enhance customer experience. Ideal candidates should have over 5 years of experience in customer care and project management, with proven skills in managing complex projects and stakeholder management. This position offers opportunities for growth and innovation in the healthcare field.

Qualifications

• Minimum of 5 years of professional experience in Customer Care Management.
• Minimum of 5 years of professional experience in Project Management.
• Proven experience in managing complex projects.

Responsibilities

• Drive effective communication and collaboration between Global Patient Care and other functions.
• Cultivate and strengthen professional relationships with stakeholders.
• Lead change management efforts in each project.

Skills

Customer Care Management

Project Management

Stakeholder Management

Analytical Skills

Communication Skills

Education

Bachelor's degree or higher in economics or scientific disciplines

Job description

Overview

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.

Summary

• Bridge GPC and GCS, Regions, Affiliates, PMQ and Global Functions: Enhance service delivery and optimize customer experience by facilitating communication, collaboration, and information exchange between Global Patient Care (GPC), Global Customer Support (GCS), Post-Market Quality (PMQ), Regions, Affiliates and other Global stakeholders.
• GPC Contact for GCS and PMQ: Act as the primary GPC contact for GCS, Regions, Affiliates and PMQ regarding KPIs, operational management, and service improvement.
• Expertise and Leadership: Possess deep expertise in the discipline, participate in and lead global cross-functional squads, and mentor colleagues.
• Relationship Building: Cultivate relationships with GCS, Regions, Affiliates, PMQ and Global functions and develop comprehensive knowledge of GPC and Customer Care.
• Service Improvement: Engage with senior stakeholders to identify service improvement opportunities and collaborate on the development of vision-driven projects to optimize customer experience. Collaborate on the achievement of project objectives, timelines, and budgets; monitor project health; and resolve risks.
• Agile Communication: Ensure transparent communication in an agile environment.
• Change Management: Lead change management of service models and ways of working efforts, including establishing governance and clarifying roles and responsibilities for smooth implementation of changes.

Mission

As the Global Patient Care Service Delivery Manager, you will drive effective communication and collaboration between Global Patient Care (GPC), Global Customer Support (GCS), Post-Market Quality (PMQ), Regions, Affiliates and other Global stakeholders to achieve business objectives and enhance service delivery post-Hypercare for new GPC Service Implementations. You will be instrumental in facilitating seamless information exchange between GPC Hubs (Operations) and GCS, Regions, Affiliates and PMQ, serving as the primary GPC contact for GCS, Regions, Affiliates and PMQ regarding KPI and Operational Management, Feedback Loop, and Service Improvement initiatives.

You will possess deep expertise in your discipline and a broad understanding of related fields. Your contributions will include participation in and potential leadership of global cross-functional and cross-chapter squads. You will also mentor colleagues, fostering their expertise and guiding them through complex situations with your diverse skillset.

You will cultivate and strengthen the professional relationship with GCS, Regions, Affiliates and PMQ by sharing GPC-related information. You will develop comprehensive knowledge and experience in GPC and Customer Care, collaborating with cross-functional partners and stakeholders to devise and implement Customer Care strategies at local, regional, and global levels.

You will engage deeply with senior stakeholders across GCS, Regions, Affiliates PMQ, Global IT, Quality and Regulatory, and Marketing and Sales to identify service improvement opportunities. This will involve developing GPC vision-driven projects and action plans focused on optimizing the customer experience for all patients and customers. You will define and agree upon project objectives, timelines, and budget requirements.

You will oversee project teams to ensure adherence to goals, objectives, timelines, and budgets. Possessing a comprehensive understanding of the broader landscape while maintaining attention to detail, you will monitor project health, proactively identify and resolve risks, and uphold project quality standards. In an agile project management environment, clear and transparent communication with stakeholders is paramount for overall project success.

Within GPC, you will actively contribute to organizational transformation by leading change management efforts in each project. This includes establishing the governance of the new organizational structure, defining clear processes, and clarifying roles and responsibilities.

You will ensure the smooth implementation of changes and innovations designed to enhance business efficiency, minimizing risks and maximizing benefits.

Key Accountabilities

• Ensure effective communication and collaboration between GPC, GCS, PMQ and Global functions for business goal attainment and service improvement after the Hypercare phase of new Service Implementation.
• Facilitate seamless information flow between GPC, GCS and PMQ.
• Act as the primary GPC stakeholder for GCS, PMQ and Global functions concerning KPI and Operational Management, Feedback Loop, and Service Improvement.
• Continuously improve the global operational framework as a GPC team member to deliver a consistent, high-standard global Customer Experience.
• Develop and execute global action plans in relevant countries and key functions to achieve business objectives.
• Collaborate with partners and stakeholders to develop and ensure the smooth execution of validation strategies.
• Build relationships with key GCS and PMQ stakeholders and showcase improved services.
• Collaborate and lead stakeholders (in GPC, GCS, PMQ, Global IT, Quality and Regulatory, Marketing and Sales) in organizing and prioritizing critical issues.
• Design Service Improvement Plans and develop GPC vision-driven processes to ensure the best customer experience for all patients and customers.
• Oversee change control in respective projects.
• Strive for significant improvement and reduction in project timelines, evaluate scenarios to reduce project costs, and establish lean and robust processes.
• Report on project progress, providing viable solutions and identifying opportunities as they arise.
• Contribute with data, analyses, information and recommendations to strategic plans and reviews for the entire GPC Organization and GCS stakeholders.
• Enhance department and organization reputation by taking ownership of new and diverse requests and identifying opportunities to add value to job accomplishments.
• Achieve objectives by forecasting requirements and initiating corrective actions as part of local and global project management.
• Promote a "right first time" mindset and drive change management during the consolidation of the new organizational setup.
• Establish new and efficient networks between GPC, GCS, and other key functions, ensuring that GPC processes and personnel are updated based on new decisions for a smooth transition.

Key Skills and Experience

• Bachelor\'s degree or higher in economics or scientific disciplines.
• Minimum of 5 years of professional experience in Customer Care Management.
• Minimum of 5 years of professional experience in Project Management.
• Proven experience in managing complex projects.
• Fluent in spoken and written English; proficiency in another language is advantageous.
• Strong methodological competence, analytical skills, and affinity for numbers and figures.
• Expertise in stakeholder management.
• Excellent communication skills, empathy, solution-oriented, and a team-oriented approach.
• Quick comprehension and willingness to take responsibility, working autonomously and with flexibility.
• Critical thinking abilities.
• Multi-tasking, agile skills, and adaptability to change.
• A continuous desire to learn and grow, with an attitude to go above and beyond.

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.