GPC Team & Business Partner Lead (Japanese Speaker)

The mission of the

• GPC Team & Business Partner Manager / Leader
• is to ensure that all Global Patient Care (GPC) business objectives are achieved efficiently by leading a high-performing team and supporting the Supplier Operations Manager / Lead in managing suppliers, potentially across multiple countries. This role is aligned with Roche's core competencies and leadership commitments, proactively delivering Customer Care services that adapt to evolving business needs while ensuring service excellence for patients and customers interacting with Roche’s Products and Digital Solutions.The
• GPC Team & Business Partner Manager
• leads, manages, and develops team members, fostering a culture of continuous improvement. They contribute to the organization’s performance and ensure operational support is provided daily with a strong focus on quality and customer satisfaction.Additionally, the
• GPC Team & Business Partner Manager
• builds and nurtures collaborative relationships with Country / Regional Organizations and with the internal GPC Team to identify and implement service options and support market development. They partner with local, regional, and global stakeholders to streamline activities, positioning Global Patient Care as a key enabler for market growth. This role ensures continuity and service quality while proactively identifying new opportunities—such as enhanced customer services—to meet shifting business demands and drive sustainable growth.
• Foster a culture of excellence, inclusivity, and collaboration while driving team and individual performance;
• Lead by example as a VACC (Visionary, Architect, Catalyst, Coach) leader and role model. Set clear goals for individuals and the team, providing continuous guidance, motivation, coaching, and feedback. Challenge and develop employees to maximize their potential, boosting team productivity and efficiency;
• Cultivate an inspiring and inclusive team environment that promotes diversity and openness. Avoid silo thinking and encourage cross-functional and cross-team collaboration, overcoming the challenges of a multi-location setup as necessary;
• Enable and participate in cross-team and cross-functional collaboration, fostering synergies and creating a cohesive approach to problem-solving and service delivery;
• Ensure that the team delivers exceptional customer service while optimizing efficiency and effectiveness in all areas of Customer Care. Strive for continuous improvement to maintain service excellence;
• Drive the talent acquisition and hiring process, ensuring the selection of top talent when new team members are required. Focus on retaining talent by maintaining low attrition levels and providing a positive work environment;
• Establish and maintain a customer care operating model in your assigned area. Implement and harmonize service standards to meet customer expectations and exploit operational synergies;
• Provide proactive feedback and coaching to team members, helping them grow and succeed. Offer performance evaluations, support compensation reviews, and contribute to succession planning and talent management;
• Manage employee performance, addressing conflicts, and implementing performance improvement plans when necessary. Ensure team members adhere to all HR and compliance policies, fostering a culture of integrity and accountability.
• Key skills and experience :
• Fluency in Japanese (required); proficiency in Korean (preferred / advantageous)
• Bachelor degree or equivalent professional experience will be a plus;
• Minimum 5 years of successful leadership experience, preferably in an international setting across different locations, and in a contact center;
• Proven excellent people management and coaching skills with a VACC leadership mindset and the ability to build effective teams and enhance development;
• Ability to understand, explain, follow and enforce SOPs, Contact-Center KPIs and protocols, preferably with experience in the field of product quality management and compliance;
• Track record of good analytical skills and experience in budget management;
• Experience in supplier management preferred;
• Sales experience desired, ideally as Key Account Manager;
• Project Management experience, preferably good knowledge of Agile Methodology;
• Change Management experience;
• Language skills : A fluent command of English and potentially other languages based on local / regional needs;
• Experience with digital solutions and healthcare industry in a contact center desired;
• Excellent customer service, communication and organizational skills;
• Ability to de-escalate and resolve customer’s complaints in an effective manner;
• Experience building business cases and presenting to stakeholders;
• Effective negotiation skills;
• Experience working with executive stakeholders;
• Result oriented, customer centric, service oriented, driver of change with a growth mindset enjoying a diverse, inclusive and intercultural environment;
• Knowledge and expertise in the diabetes therapeutic area and the use of technology-based solutions in healthcare desired;
• Excellent IT navigation skills – Fast learner in new technologies is a must;
• Flexibility to travel.

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