People Support Team Lead

at  Roche

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.
The Position

• Lead and manage the People Support contact center team for the Americas Region (Tier 0 & Tier 1).
• Foster a positive team environment, ensuring alignment with Roche values and leadership commitments.
• Drive employee engagement, retention, and talent management.
• Coach team members on development and career planning, ensuring robust succession plans.
• Ensure consistent, reliable service delivery and high customer satisfaction.
• Align service quality with global People Support Solutions objectives.
• Proactively identify and drive service improvement projects.
• Maintain and enhance Tier 0 platforms and Tier 1 processes to boost self-service efficiency.
• Utilize data analytics to provide HR insights for policy and program improvements.
• Enhance employee relationship management through proactive data-driven strategies.
• Develop and manage key stakeholder relationships, ensuring proactive and customer-focused outcomes.
• Sustain positive relationships with external vendors, monitoring performance and driving continuous improvement.
• Collaborate with peers globally to ensure consistent service delivery.
• Partner with other HR and service teams to improve end-to-end service processes.