Job Description

The Position Who We Are Doing now what patients need next. A pioneer in the development of blood glucose monitoring and insulin delivery systems, Roche Diabetes Care (RDC) is committed to helping people with diabetes everywhere in the world think le The Position Who We Are Doing now what patients need next. A pioneer in the development of blood glucose monitoring and insulin delivery systems, Roche Diabetes Care (RDC) is committed to helping people with diabetes everywhere in the world think less about their daily diabetes routine, so they can get true relief, day and night. We offer a broad portfolio of solutions for both people with diabetes and their professionals - from blood glucose monitoring to information management to insulin delivery to continuous glucose monitoring. Our aim is to offer innovative products, services and comprehensive solutions for convenient, efficient and effective diabetes management. We are strongly committed to a diverse and inclusive workplace. We strive to build teams that represent a range of backgrounds, perspectives, and skills. Embracing diversity enables us to create a great place to work and to innovate for patients. The Opportunity We aim to further shape and advance the way diabetes is treated by leveraging our integrated Personalised Diabetes Management approach (iPDM) - a holistic, patient-centric concept to diabetes management that includes connected devices, services, and digital solutions in an open ecosystem which will contribute to limiting the progression of the disease, and improving outcomes thus eventually promoting healthcare system sustainability. In order to do so, we are continuously refining our internal structures and processes to best serve evolving customer and market demand in a seamless and agile way. This enables us to deliver on our commitment to augment access to the most innovative iPDM solutions tailored to the needs of people with diabetes, their caregivers, and healthcare systems - today and in the future. Job Facts & Responsibilities In this newly created role you will be reporting directly to the Global Customer Care Lead, RDC. The role is responsible for service delivery that maximises the impact of each and every customer and patient interaction in the APAC Region. As part of the global Customer Care team, Customer Care HUB Lead will be expected to understand, implement, improve the global strategic customer care framework and adapt it to the local needs for a first class customer experience (the 'why, what, how'). On the ground, Customer Care HUB Lead will be responsible for real-life execution of the strategy, mobilizing people, processes and systems in a way that works in diverse operating models, business and regulatory environments. This includes direct functional ownership for Contact Centre staff and operations. The Customer Care HUB Lead will be responsible and accountable to deliver the service in accordance with the global defined customer service KPIs for his / her region's business units as well as for the operational efficiency and effectiveness of the operations in the HUB in charge of. Your responsibilities will fall into the main areas listed below: Oversees all Customer Care activities at the HUB(s), to include: overall direction for the HUB, operations to attain operating goals at levels which meet customers' needs and established financial benchmarks while increasing standardization and efficiency Deliver overall customer care operational KPIs incl. customer satisfaction, agent attrition, cost to serve, etc. Will set and clarify requirements and expectations for Team Managers. Measures performance, provides feedback, and holds managers accountable for their performance and the performance of their teams and the overall HUB Takes proactive steps to ensure that best practices are shared across all departments and among the DC Customer Care network Deals with the complexity of multiple lines of business and regions Works closely with support staff (HR, Finance, IT, Facilities, Safety, and other HUB Leaders) to build and secure support and resources for projects and initiatives, as well as providing needed support and resources for other DC Customer Care network initiatives As a member of the global Customer Care team continuously improve the global operational framework to provide a global consistent CX approach on high standard Implements regional governance based on global guidelines to oversee and optimize all customer interactions at every point of contact, including CRM and contact-center strategies, to enhance customer experience and engagement Drive quality standards through global harmonization of policies, processes and practices Oversee complaint handling and escalations, working with Regulatory & Compliance Deliver standardized product training for Customer Care advisors, patients and other customers Support on developing service offerings for new products and solutions, including digital platforms Driving interactions to high-touch vs. low-touch channels Help to develop CRM and self-service capabilities that empower our teams to serve customers better Responsible for building, and providing effective leadership for your teams in Customer Care HUBs. Leading in a manner that is consistent with the Roche Values and leadership capabilities within the Creative Leadership and the VACC (Visionary, Architect, Catalyst, Coach) framework Accountable for fostering a culture where every individual, across the organization, is able to bring his or her whole self and passion to work Ensure individuals and teams are developing and growing in line with their passion and the needs of the organization Who you are: University Degree/MBA or other relevant Post Graduate qualification Professional experience (over 5-7 years) as a Senior Customer Care Operations Manager, Customer Care Site Lead/Manager, or related occupation Experience in leading organization with 50 to 200 FTEs in-house or outsourced Previous experience running Customer Care programs, ideally in a B2B2C context Customer evangelist with strong vision and demonstrated capabilities in constructing and managing end-to-end journeys Experience in an international environment, strong cross-cultural awareness Leadership & intrapreneurship: ability to drive both managerial topics and project outcomes (influencer, manager and doer), navigating ambiguity and delivering results Business process design: demonstrated ability to understand, analyze and shape customer systems and processes. (Salesforce.com experience highly desirable) Team & change management: ability to manage ongoing Contact Centre operations while driving strategic transformation (new mission, methods and models) Work with a sense of urgency, highly result oriented, exhibit a direct, straightforward leadership style Excellent networking, interpersonal and communication skills, team player, with outstanding organizational and matrix management skills Proactive mindset: ability to make proactive choices Fluent in English and another language within regional responsible market Ability to travel up to 30% of the time Mindset Enterprise mindset that can break down silos. You thrive on collaboration, ability to bring people together to work towards the same purpose across organization boundaries and possess an 'entrepreneurial' mindset with a willingness to take risks and learn. We@RocheDiabetesCare is the mindset and culture we as Diabetes colleagues strive to adopt to help achieve our vision and realize our strategy. As the Customer Care HUB APAC Region Lead you will be expected to demonstrate the We@RocheDiabetesCare dimensions and help evolve the functions culture beliefs and bring We@RocheDiabetesCare to life, as part of the iPDM Strategy Implementation. Location: Singapore and the main locations are DC country organisations and sites in country clusters APAC (At the Company's discretion, an exception to the location requirement could be made under extraordinary circumstances.) As we are currently exploring geographic flexibility within our new operating model, we encourage you not to let the location define your decision to apply. Roche is strongly committed to a diverse and inclusive workplace. We strive to build teams that represent a range of backgrounds, perspectives, and skills. Embracing diversity enables us to create a great place to work and to innovate for patients.Who we are At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity. Roche is an Equal Opportunity Employer.