GLS Customer Lead at F. Hoffmann-La Roche Ltd - Poland

Casco urbano de Chía, Cundinamarca, Colombia -

Full Time

Start Date

Immediate

Expiry Date

20 Mar, 26

Salary

0.0

Posted On

20 Dec, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Change Management, Customer Centricity, Stakeholder Influence, Analytical Skills, Communication Skills, Prioritization Skills, Coaching, Team Development, Continuous Improvement, Service Delivery, Operational Readiness, Collaboration, Budget Management, Cultural Change, Problem Solving

Industry

Biotechnology Research

Description

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. The Position Relocation benefits are not available for this job posting. Position Summary: The People Support Solutions Global Learning Services (GLS) Customer Lead oversees the accurate and timely delivery of Global Learning Services across a defined global customer group (Americas, EMEA, and APAC). The role holds end-to-end ownership of GLS processes, including Learning systems and platforms, training solutions, instructional design, e-learning, and event management, ensuring seamless daily operations and high-quality service delivery across distributed teams. This position partners closely with senior business leaders, HR and Learning stakeholders, and external vendors to align strategy, optimize processes, and drive change management at scale. The role provides strategic and people leadership within a matrix organization, manages budgets and resources, ensures KPI governance and operational reviews, and continuously improves quality systems while leading, developing, and performance-managing global teams. Responsibilities: Customer-Centric Operations & Governance: Build a strong customer service culture across the People Support Solutions (PSS) network, establish metrics to monitor service quality, efficiency, and compliance, manage budgets and resources, and ensure adherence to legal, regulatory, and Roche Core standards. Leadership, People & Culture: Lead and role-model Roche leadership commitments, foster engagement and talent retention, coach and develop team members, ensure succession planning, and manage compensation processes including bonuses and salary reviews. Service Delivery Excellence: Ensure consistent, reliable service delivery aligned with global PSS objectives, KPIs, and SLAs; drive continuous improvement initiatives; manage customer satisfaction, vendor performance, and service quality across local and global operations. Service Transition & Change Enablement: Ensure successful execution of service transition plans through effective resource planning, staffing, and operational readiness, delivering intended business outcomes during transformation and scaling phases. Cross-Functional & Global Collaboration: Partner with site leadership and functions such as Finance, IT, HR, and Learning to maximize value, ensure global consistency, strengthen stakeholder relationships, and embed global PSS standards across the network. Who you are Global Leadership & Change Management: Proven leader in virtual, cross-border, and matrix environments, with strong change management capabilities, experience leading regional or global shared service teams (preferably HR/Learning), and the ability to thrive in ambiguity and multicultural contexts. Stakeholder Influence & Customer Centricity: Credible partner to HR/Learning stakeholders, able to represent and drive the People Support Solutions vision, influence cultural change, anticipate business needs, and deliver end-to-end accountability with a strong customer-focused mindset. Creative & Empowering Leadership Style: Demonstrates proactive change leadership, coaching and empowerment of teams, collaborative and inclusive behaviors, continuous learning, problem-solving, and awareness of external industry and market trends. Experience & Qualifications: Bachelor’s degree in Management, Human Resources, or related field; 8+ years of HR/Learning experience; prior leadership of large teams; strong analytical, communication, and prioritization skills; knowledge of local HR regulations; fluency in English (additional languages a plus); willingness to travel. Please note: Resumes must be submitted in English, as our interview panel may include participants from outside your local country. #LI-DC1 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.

Responsibilities

The GLS Customer Lead oversees the delivery of Global Learning Services, ensuring high-quality service across global teams. This role involves managing budgets, optimizing processes, and driving change management.