Director Lab Customer Operations

At Roche, 100.000 people across 150 countries are pushing the frontiers of healthcare. Working together, we have become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity, and on seeing each other’s differences as an advantage. To innovate healthcare, Roche has ambitious plans to keep learning and growing and is seeking people who have the same goals for themselves.
Roche Diagnostics in Sweden is looking for a Director Lab Customer operations, who will be part of the Swedish leadership team and report to the General Manager.


Purpose
Enable the best customer experience and comprehensive solutions, medical value and operating excellence to lab & healthcare professionals. This all with a strong ambition to become more effective in our core business and excel in a valuable customer experience.
Building up the right capabilities and people, equipping them with tools and skills to deliver functional excellence and results, and ensuring that they are deployed to the right value-creation opportunities. Those opportunities involve long-term roles in supporting the customers and develop the business as well as assignment to small, independent squads.
This all with a with a strong ambition to fulfill our company's purpose and Objectives



Responsibilities
Working cross functionally, driving the functional HOW, that allows for a sustainable people & profit development
Maximize customer value through creating a customer focused organization where service/sales/marketing meaningfully contributes to our customers and ultimately patients every day
Maximizes opportunities and synergies across the affiliate and beyond (in the larger Roche network).
Coaches, develops and engages leaders and employees in the new ways of working and builds a culture that makes Roche a great place to work.
Co-create the functional /capability vision, introduce, and nurture innovation within it.
Build expertise and continuously develop the craftsmanship (the how) of your function/capability and its members
Equip your members with tools and skills to deliver functional results, and ensure that they are deployed to the prioritized value-creation opportunities in e.g. squads.
Lead for performance management, training plans, remuneration for your functional members.







Capabilities
Visionary: create a bold, shared vision and higher purpose for the entire network. Enlist and inspire people to advance the vision.
Architect: Intentionally form teams, networks and systems that enable action. Support teams to make great “game time” decisions and encourage them to go.
Coach: help everyone to build the skills and mindsets they need to succeed in an open system. Be a coach and be coached.
Catalyst: Unshackle the functions and networks and prioritize to create clarity and focus. Remove anything getting in the way. Encourage escalation so that roadblocks can be removed.
Committed to and skilled in cross-functional collaboration and breaking down silos to achieve the best results for the organization
Excellent communication skills and the ability to build trust
Demonstrates problem solving skills to deal with volatile, rapid changing market conditions
Ability to turn the company strategy into executable plans and actions



Expertise
Completed relevant Master’s degree
Proven experience within people and talent development
Proven experience with sales-, business development, marketing and/or services leadership.
Possesses financial acumen and experience building complex business plans.
Broad experience in the Diagnostics/healthcare market and commercial awareness.
Possesses an established customer/KOL network across Sweden.
Expertise in developing compelling vision and strategic direction.
Deep knowledge of competitor strategies, tactics and business approaches.
Experience dealing with key customers and equally with internal stakeholders
Continuous process improvement



Careers at Roche Diagnostics:
We are looking for someone who strives to lead by example, consistently demonstrating our values of Integrity, Courage and Passion. You take a genuine interest in people and develop the potential in them. You empower and trust people to make decisions. You listen carefully and explain the “why”. You strive for excellence and extraordinary results.