Transition Manager

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

Overall the 1SS Transition Manager is accountable and responsible for the quality and timeliness of the support transition across several affiliates and the E2E SF support teams, as well as all deliverables and milestones for their respective area as outlined in the overall deployment project plan.

• Coordinate the required activities to transition new support members, groups and orgranizations into the overall support setup in the E2E SF, for the given region
• Identify and manage newly identified activities and tasks for the required transition
• Perform Fit-Gap sessions with the respective parties and collect necessary data in order to prepare the support organizations for the transition
• Assist in the coordination of both the required testing and hypercare care activities within the scope of the deployment
• Manage internal transition activities based on the standard scope of activities both within RSS APAC and as required by the E2E SF support setup
• Ensure adherence to the deployment plan and measure the transition activities impact and progress
• Identify services/processes that are not covered by a TO BE E2E Support Framework and coordinate the inclusion into the regional support model and framework (with the E2E SF Architect & deployment Lead)
• Ensure that transition and transformation plans are complete (e.g. action owner, due date, a category) and if required reach out to the relevant stakeholders to ensure timely finalization (being in RSS APAC, IIx, MSP, affiliate or governance)
• Ensure that priority has been properly set across action items to deliver benefit as early as possible and that major pain points identified on the different sides (RSS APAC, affiliate or any other parties involved) are addressed by the action plan
• Provide timely and regular feedback to the Program Leads and BPMs on implementation status and hurdles faced based on the support teams/affiliates feedback
• Perform planning, monitoring and forecasting, issue and risk management, escalation management, variance analysis and status reporting, keep full tracking and follow up on a regular basis
• Supports RSS APAC Operations Managers on the Site Readiness
• Manage escalations to the E2E SF team members as appropriate
• Manage the 1SS support aspects during HyperCare
  
  

Develop, maintain and manage comprehensive and accurate project plans and timelines, ensure that the respective Support Managers and Team Leaders are informed and involved in time and have a clear understanding on the deployment deliverables and schedule

Ensure proper change management and that communications takes place and support smooth changeover by considering different types of resistance, manage the change with departmental Directors, Operational Managers and Operational Teams

Required Skill and Expertise - Expert Level

• Analytical thinking, attention to detail
• Excellent interpersonal and communication skills as well as assertiveness
• Ability to handle multiple project priorities simultaneously
• Understanding of GCX related processes with the ability to learn across areas
• Demonstrated excellence in customer relations and building partnerships at all levels within an organization
• Demonstrated competency planning and tracking activity schedules with clearly-defined milestones and backlog prioritization
• Ability to see the interrelationship across "the big picture" and understand its dependency with other activities within and outside the E2E SF scope
• Excellent oral and written communication skills, as well as presentation abilities
• Demonstrated success communicating across a variety of audiences, including
• business partners and informatics technologists (both up and down the organization)
• Open-minded attitude with proactive mindset
  
  

Further requirements

• Possess a University or College Education or equivalent business experience
• At least 3-4 years of related experience working in a contact center environment and in Compliance and/ or Customer Experience field
• Confidence to interact in an ambiguous environment, while still providing clear guidance to the delivery, customer and product teams alike
• Interpersonal and stakeholder management skills, including a customer-focused approach, and highly effective teamwork and collaboration skills
• Demonstrated ability to influence and lead both with and without authority
• Generates enthusiasm and drive for commitment to excellence
• A good understanding of customer support organization setups
• Strong communication skills in English (written and spoken) are essential. Additional languages a plus, based on region/customer requirements
• Excellence in international & intercultural collaboration and Tool suite: Smartsheets / Google suit
• The position will be a direct contract under Roche until 31 Dec 2026 (Renewable and convertible)
  
  

Who we are

A healthier future drives us to innovate. Together, more than 100’000 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.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.