APAC RCSC Service Excellence Team Manager — Roche

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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 The Opportunity As the APAC Regional Customer Service Centre (RCSC) Service Excellence Team Manager, you will be the strategic engine driving operational efficiency and digital innovation across the region. Based in Kuala Lumpur, you will lead a team dedicated to transforming service data into actionable insights and ensuring our digital tools—from AI-driven chatbots to predictive monitoring—are seamlessly integrated into the customer journey. In this pivotal leadership role, you will:

• Drive Regional Service Strategy: Oversee the "back-office" ecosystem, including complex workforce scheduling, field team dispatching, and the lifecycle management of service orders to ensure our customers receive timely support.
• Champion Digital Adoption: Lead the charge in onboarding customers to digital platforms. You will promote self-service tools, AI-driven assistance, and remote connectivity to increase instrument uptime and customer independence.
• Build a Predictive Service Culture: Oversee the "Control Tower" operations, utilizing real-time instrument monitoring and smart prevention to identify and resolve technical issues before they impact laboratory operations.
• Master Business Intelligence: Utilize advanced analytics tools (such as Tableau and AI) to monitor KPIs, ensure data integrity within our CRM/ERP systems, and provide the leadership team with the insights needed to optimize the "cost to serve. "
• Foster Global-Regional Synergy: Act as a key bridge between global service workstreams and local affiliates, ensuring that global projects are localized effectively and that regional quality and compliance standards are met.
• Empower & Mentor: Lead a high-performing, cross-functional team, fostering a culture of knowledge sharing, agile problem-solving, and "customer-first" thinking. Who You Are You are a strategic thinker with a passion for process optimization and a deep understanding of how technology can elevate the human experience in healthcare. You thrive in a matrix environment and possess the analytical agility to turn complex data into clear operational directions. Your Qualifications:
• Educational Background: You hold a Bachelor’s or Master’s degree in Business, Life Sciences, IT, or Engineering.
• Professional Experience: You bring 5+ years of experience in service operations, quality management, or digital enablement, specifically within the healthcare, life sciences, or diagnostics industry.
• Leadership Prowess: You have a proven track record of leading multi-site or global teams, with the ability to influence stakeholders across a complex organization.
• Technical Savvy: You have a strong understanding of CRM tools and support ticketing systems. Proficiency or certification in data visualization (Tableau), SQL, or AI applications is a significant advantage.
• Multilingual Capability: You are fluent in English and possess professional-level proficiency in an additional Asian language (such as Thai, Korean, or Chinese dialects) to support our diverse regional clusters.
• Analytical & Agile Mindset: You are an expert at troubleshooting and integration, with the creativity to find innovative solutions to operational challenges.
• Global Mobility: You are willing to travel up to 25% to collaborate with our global partners and regional affiliates. Let’s grow together by accessing opportunities that set you up for success. Who we are A healthier future drives us to innovate. Together, more than 100’