APAC RCSC Lead

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Die Position

The Opportunity
As the APAC Regional Customer Service Centre (RCSC) Lead, you will be the primary architect of Roche Diagnostics’ first-ever centralized customer service operation in the Asia-Pacific region. Based in our Kuala Lumpur hub, you will lead a world-class digital transformation, shifting traditional support into a proactive, AI-driven ecosystem that serves as a commercial differentiator.

In this high-impact leadership role, you will:

• Architect a Digital Future: Build and evolve a centralized Customer Service Centre (CSC) by integrating Generative AI and automation to deliver a seamless, predictive customer experience.
• Drive Strategic Transformation: Transition the region from reactive support to a high-efficiency hub, utilizing data-driven strategies to optimize the "cost to serve" while maximizing value.
• Lead with Vision& Purpose: Act as a Visionary, Architect, Catalyst, and Coach. You will move beyond traditional management to foster a culture of psychological safety, creative thinking, and extreme accountability.
• Master Resource Architecture: Take full accountability for regional budgeting and ROI. You will design intelligent workforce strategies that balance AI-assisted capacity planning with the diverse needs of different markets.
• Catalyze Data-Driven Excellence: Shift the organization from retrospective reporting to predictive analytics, establishing KPIs that measure customer sentiment and systemic resolution quality.
• Bridge the Global-Regional Ecosystem: Serve as a high-influence connector between global product teams and regional stakeholders, ensuring the APAC hub is an integral part of our Global 2030+ strategy.

Who You Are
You are a strategic leader who thrives on ambiguity and is passionate about redefining the intersection of technology and human-centric service. You possess the "courageous authenticity" required to challenge the status quo and build high-trust relationships at all levels.

Your Qualifications:

• Proven Leadership: You bring 15+ years of experience in operations leadership, with at least 10 years specifically leading centralized service environments (e.g., large-scale contact centers or shared service hubs).
• Educational Excellence: You hold a Bachelor’s degree in Engineering, Operations, Business, or Biological Sciences. An MBA or advanced degree is highly preferred.
• Digital& Analytical Savvy: You have a strong background in leveraging data and emerging technologies (like AI/automation) to influence business decisions and build future-ready teams.
• Systems Thinking: You are an expert at "connecting the dots" across complex geographies and cross-functional business areas to drive systemic alignment.
• Exceptional Influence: You are an elite communicator capable of influencing senior executives and building strategic partnerships across Sales, Marketing, and Quality.
• Global Mobility: You are energized by working in a global environment and are willing to travel up to 25% to stay connected with our affiliates and global partners.

Let’s thrive together in a culture built on trust, collaboration, respect, and high performance.

Wer wir sind

Eine gesündere Zukunft treibt uns zur Innovation an. Mehr als 100.000 Mitarbeiter weltweit arbeiten gemeinsam daran, wissenschaftliche Fortschritte zu erzielen und sicherzustellen, dass jeder Zugang zur Gesundheitsversorgung hat – heute und für zukünftige Generationen. Durch unser Engagement werden über 26 Millionen Menschen mit unseren Medikamenten behandelt und mehr als 30 Milliarden Tests mit unseren Diagnostik-Produkten durchgeführt. Wir ermutigen uns gegenseitig, neue Möglichkeiten zu erkunden, Kreativität zu fördern und hohe Ziele zu setzen, um lebensverändernde Gesundheitslösungen zu liefern.

Gemeinsam können wir eine gesündere Zukunft gestalten.

Roche ist ein Arbeitgeber, der die Chancengleichheit fördert.