Supplier Operations Manager

Job description

The Position

At Roche, we are dedicated to improving the lives of patients around the world. As a Patient Care Supplier Operations Manager, you will play a crucial role in ensuring the smooth and efficient operation of our Patient Care team. The Patient Care Supplier Operations Manager is an expert, cross-trained and fully proficient in Patient Care operational areas and may act as backup for the Patient Care HUB Lead. The role is an ambassador for the Patient Care Vision and Ways of Working, by role modeling in being positive, confident, respectful, responsible and willing to help others. The Supplier Operations Manager plays a key role in driving and fostering a positive team spirit and an excellent working environment in Patient Care. 

You will have the opportunity to contribute to our mission of delivering exceptional patient care while fostering a positive team spirit and an excellent working environment.

Your Key Responsibilities:

- Plan, manage, and control business processes related to suppliers to ensure a coherent price-performance ratio and fulfillment of contractual obligations.
- Initiate and support tendering processes in coordination with procurement, including selection and contracting.
- Inform suppliers about workload forecasts, negotiate budgets and service requirements, and oversee the invoicing process.
- Provide suppliers with a service requirement catalog, detailing obligations, expectations, and communication plans.

- Monitor and control operational processes to ensure an outstanding customer experience and the achievement of defined business objectives.
- Analyze available data to monitor daily operations and performance of suppliers, discussing and controlling key performance indicators (KPIs).
- Suggest corrective actions in case of deviations from performance targets.
- Ensure successful implementation of marketing campaigns, surveys, cross- and upselling, and new processes.

- Ensure high service quality by implementing and supervising quality management measures.
- Develop and implement a quality management system, controlling KPIs related to customer communication, content, first call resolution rate, process adherence, and documentation.
- Identify training needs and organize training courses for new services, products, processes, and quality deviations.

- Lead projects and drive continuous improvement of work processes.
- Proactively suggest changes, perform pilots, and support or drive implementation to enhance productivity and quality of services provided.
- Support or lead projects related to the transformation of the Global Patient Care organization.

Your Profile:

- Bachelor's Degree.
- Experience in a call center environment is a requirement.
- Experience in BPO (Business Process Outsourcing) or services externalization is required.
- Experience in a healthcare environment will be highly valuable.
- Proficient in English and a second language is a requirement (Spanish or German would be very valuable).

What's in it for you?

- Opportunity to contribute to improving patient care and making a difference in people's lives.
- Work in a positive and collaborative team environment.
- Continuous learning and development opportunities to enhance your skills and advance your career.
- Competitive compensation and benefits package.
- Travel required: 20-30%

We look forward to welcoming you to the team!

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.