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The Position

We are seeking a Project Lead with exceptional leadership strategic planning stakeholder management and communication skills with a strong focus on delivering transformative results in a complex and geographically diverse environment with the aim to setup the APAC Regional Customer Support Center entailing technology deployment process harmonization system integrations and organizational adjustments. This is an Individual Contributor role.

Main tasks:

Project Leadership & Delivery:

• Lead the planning execution and successful completion of the RCSC (Call Center & Backoffice consolidation - APAC excluding China & Japan) project aligning with GCS and APAC business strategies.

• Accountable for achieving all RCSC project goals (scope timeline budget quality) delivering business results and customer value.

• Develop and manage project plans including resources risks and stakeholder engagement.

• Lead and motivate a cross-functional project team fostering collaboration and resolving roadblocks.

• Implement and maintain project governance and standards.

Stakeholder & Change Management (RCSC Project):

• Serve as the primary RCSC project contact managing communications with APAC stakeholders global functions and IT.

• Lead change management activities for the RCSC project ensuring user adoption of new processes and systems.

• Ensure customer voice and local country needs are integrated into the project.

• Proactively identify and resolve project conflicts and dependencies.

Project Execution & Monitoring:

• Directly manage all RCSC project aspects including technology deployment process harmonization system integrations and organizational adjustments.

• Monitor project progress providing regular status reports to stakeholders.

• Ensure the project team has necessary resources and information.

• Collaborate with IT vendors and partners for seamless execution.

Operational Excellence & Continuous Improvement (RCSC context):

• Drive a culture of customer focus compliance and continuous improvement within the RCSC project.

• Ensure consolidated operations are designed for efficiency scalability and quality service.

Regional & Global Collaboration:

• Foster strong relationships with country leadership regional teams and global GCS functions for RCSC project alignment.

• Enhance cross-organizational effectiveness within APAC and with global teams.

• International travel (up to 25-35%) in APAC as required.

Skills & Qualifications:

• Education: Bachelors Degree (Technical Business or Scientific); Masters preferred.

• Project Management Experience: 10 years with 5 years leading large-scale business transformation/consolidation projects.

• Leadership Experience: 5 years leading cross-functional project teams in matrixed (local/regional/global) organizations.

• Regional Experience: Proven project delivery experience in APAC (excluding China & Japan) understanding regional diversity and business practices.

• Language: Proficient English (verbal & written); additional APAC languages are a plus.

• Project & Change Management Expertise:

  • Deep understanding of Project Management (Waterfall Agile Hybrid) and Change Management (e.g. ADKAR) methodologies.

  • Experience with joint business/IT projects process re-engineering system implementations (CRM telephony) and organizational change. Call center/shared services consolidation experience highly desirable.

• Business Acumen & Service Knowledge:

  • Knowledge of customer support operations call center technology and back-office processes. Diagnostics market knowledge is a plus.

  • Ability to drive business results and customer value.

• Leadership & Team Development:

  • Proven ability to lead coach and motivate project teams.

  • Proactive problem-solving leadership approach.

• Data Analytics & Presentation:

  • Skilled in transforming complex data into actionable insights and reports.

• Influence & Negotiation:

  • Expertise in stakeholder management and negotiation at multiple levels.

• Collaboration & Communication:

  • Strong ability to build networks and manage stakeholder relationships across diverse cultures.

  • Excellent communication of project updates risks and insights.

• Strategic Prioritization & Accountability:

  • Ability to align project priorities with organizational vision and goals.

• Change Management & Adaptability:

  • Experience leading the people side of change fostering adaptability.

Who we are

A healthier future drives us to innovate. Together more than 100000 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.

Lets build a healthier future together.

Roche is an Equal Opportunity Employer.