Director - Chapter Lead, Customer Excellence

3 weeks ago

Auckland, New Zealand F. Hoffmann-La Roche Gruppe Full time

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 A healthier future. It's what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That's what makes us Roche.
Field based Leadership role with global exposure
Dynamic and driven patient-focussed commercial team
Experience differentiated customer engagement
The Customer Excellence Chapter Lead is a crucial role in pioneering life-changing healthcare and bringing our innovative portfolio to every New Zealander. In this role, you will deliver better outcomes for more patients faster by providing enterprise leadership to a highly externally-focused organization which is centred on co-creating with stakeholders and partners, ensuring alignment with local and global regulations, license to operate requirements and adherence to the Roche Group Code of Conduct.
As a Chapter Lead, you will demonstrate Creative Leadership competencies and play the roles of Visionary, Architect, Catalyst and Coach (VACC); developing and empowering chapter members to innovate, collaborate, be authentic and own their impact. You will define the ways of working and measures of success for this new and differentiated customer engagement model and will draw on insights to iterate as required to ensure continued value creation for patients, our partners and Roche.
What will you be working on:
Reporting to the General Manager of Roche Pharma New Zealand, this is a senior leader and critical member of the NZ Enabling Team (Leadership Team), whose mission is: to champion the overall vision, strategy and direction for our organisation; to create a caring and empowering environment for our people to make decisions on how best to achieve our ambition and outcomes for patients, Roche and NZ ecosystem, and to create a customer-obsessed organisation & actively engaging with stakeholders across the healthcare ecosystem.
As a People Leader you will:
Lead and develop the Customer Excellence team, creating a psychologically safe 'home' and learning environment to enhance customer engagements and drive business results
Set the vision, clear expectations and outcomes across all Disease Areas and products by harnessing insights from the external environment
Inspire the team to meet ambitious outcomes, as well as catalyses and coaches for an environment where cross-functional teams can collaborate, develop, and excel
Define, establish and model the ways of working and measures of success for this new and differentiated customer engagement model and draw on insights to iterate
Advocate for the power of the network to contribute to and benefit from the internal and external collective capability and experience
Drive and model enterprise thinking and prioritisation in line with the ecosystem, affiliate outcomes and network opportunities
Ensure the appropriate and ongoing training of the Customer Excellence team and hold them accountable for the governance standards and expected behaviours required to navigate our regulatory environment
Coach the team to develop technical skills and expertise as well as interpersonal skills including effective communication, adaptability, and collaboration
Build a pipeline of talent (internal and external) to match career and capability needs
Who you are:
You are a highly creative and inclusive people leader of cross-functional and networked teams, who knows how to both find and develop diverse talent and connect them to the wider enterprise.
You have:
A Business / Medical / Scientific Degree or equivalent
Demonstrated experience in a senior leadership role
In-depth knowledge of the Pharmaceutical /biotechnology or related industry, the multiple stakeholders involved and the roles each plays, is crucial
Deep understanding of NZ healthcare system, processes and governance
Excellent customer engagement and management skills
Broad understanding of Roche's present portfolio and future pipeline, a plus
With excellent communication skills, strong customer focus and a keen eye on delivering exponential patient value, you are able to integrate digital into overall omni-channel customer engagement interaction.
With a growth mind-set, curiosity and focus on continuous improvement, you have demonstrated strength in agile working principles and methodologies and proficiency in planning and managing resources to deliver objectives.
This role is only open to candidates that have full eligibility to live and work in New Zealand.
What do we offer Roche offers rewarding growth opportunities, a competitive remuneration package and a collaborative culture where people are united in purpose and will stretch you to be brave, speak up and think differently. Feel empowered to deliver meaningful outcomes, supported by accessible and inspiring leaders.
Roche encourages a high-performance culture where you are empowered and trusted to make decisions. We strive for excellence and extraordinary results and take a genuine interest in our people and their well-being, and our patients.
Take pride in knowing you can make a difference to millions of patients worldwide in developing diagnostics and treatments for oncology, neuroscience, inflammation, immunology, ophthalmology, rare diseases, respiratory disease and diabetes.
We are committed to providing an inclusive, safe, secure and healthy workplace, and to minimise any such impacts to our employees, customers and the community. We welcome applications from all people and encourage you to advise of any individual circumstances that may require consideration.
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.

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