Business Intelligence & WFM Manager

Job description

·  Job facts

Mission:

In Customer Services, we work towards our Diabetes Care Vision and contribute to our commercial success by supporting our customers and partners, promoting and selling products, digital solutions, services as well as enabling behavioural change. We do so by acting in a customer-centric, future-oriented manner and with business sense when developing current and new services.

The Product & Digital Solutions Support (PDSS) team is run by a diverse, multicultural and passionate group of people who work every day hard to provide the best support needed to people with diabetes, retailers and healthcare professionals from 15 countries in Europe.

In Service Management, we are the backbone of Customer Services Europe, providing the unit with the right impulses and tools. As a business partner and a control tower, we ensure regulatory requirements and compliance and keep the business running. Our team is proactive, consultative & target-oriented, recognizing tomorrow's needs & driving their implementation with a strong focus on our values.

Job Purpose:

We are looking as an inspiring role model in accordance with Roche leadership competencies, especially in the change process (change management/transformation) and prepares them for the changing world of work and will proactively contributing to the transformational journey of Diabetes Care in Roche.

You will be reporting to the Head of Customer Services for Europe and be in charge of leading and developing a team of around 14 back-office experts based in Germany and Spain.

You have to make sure your team provides the best possible support for the administrative processes and service infrastructure in the area of Customer Services in order to ensure that the goals are set and will be achieved. All agreed results are planned, managed, controlled and adhered to with regard to the defined goals in the area of responsibility.

You are responsible to plan the resources for your area of responsibility according to requirements. You are continuously monitoring the key performance indicators and day-to-day business and, if necessary, initiates the necessary optimization measures.

Key Accountabilities:

· 
Leading, motivating, assessing, coaching and developing the subordinate employees, especially in the change process (change management / transformation).

· 
Ensuring the qualitative and quantitative processing of all tasks to be fulfilled in the area of responsibility in the areas of administration and service infrastructure (CRM, telephony, IT support software and hardware) for the area of Customer Services Europe and best practice for ENAM, coordinating and setting priorities.

· 
Conceptual editing of standardized structures, tools, lists, etc., as well create a process landscape for the processes responsible.

· 
Ensure resource planning and communication:

· 
Independent planning and control of the deployment of personnel, the distribution of tasks and the work processes for the Administration & Infrastructure team.

· 
Ensuring a smooth communication process with regard to all relevant Information to involved employees, customers and interfaces in Mannheim and Barcelona as well as ENAM,

· 
Describing all responsible work processes in accordance with the guidelines and specifications with regard to completeness, content and currency

· 
Continuous monitoring of key figures and day-to-day business as well as initiation of optimization measures:

· 
Continuous analysis and evaluation of the key figures relevant to the control of day-to-day business and, if necessary, review and follow-up appropriate measures.

· 
Monitoring and discussing the key figures in the team.

· 
Recognizing inefficient business processes and developing suggestions for optimization within the framework of operational, strategic goals and cost budgets.

· 
Pro-active participation in or management of projects in order to continuously develop the processes in the area of administration and infrastructure

· 
The cross-location customer service framework is guaranteed through the planning, implementation and control of the service management functions: Workforce management (provision of short- and medium-term personnel deployment and training planning for Product & Digital Solution Support as well as creation of long-term forecasts in consultation with the business partners)

· 
Inefficient business processes are identified in the area of responsibility and relevant projects are initiated.

· 
The organizational unit drives the strategic change of customer services forward by developing and implementing strategically relevant expanded tasks.

Key skills and experience:

· 
At least 3 years experience as Team Leader

· 
Experience in the Customer Services area, preferably in Health Care/Medical device industry is a plus

· 
Language skills:

· 
A fluent command of English and Spanish

· 
A good knowledge of German or any other European language will be very valuable

· 
Postgraduate and/or Master's degree in for example Business Management, IT or related field

· 
Experience with Telephony System (Genesys) or CRM (Salesforce) is a plus

· 
Good knowledge of Microsoft Office and GSuite

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

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

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

· 
Multi-tasking, agile skills and high flexibility to adapt to changes

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

· 
Flexibility to travel

Roche is an equal opportunity employer.
Business Services & Support, Business Services & Support > General Business Operations

·  Who we are

At Roche, 98,000 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.