APAC RCSC Service Excellence Specialist (Performance and Development) — 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 Specialist for Performance and Development, you are the quality conscience of our newly established regional hub. Based in Kuala Lumpur, you provide end-to-end oversight across our support operations—ensuring that every customer inquiry and technical case is handled with the highest level of integrity, compliance, and care. In this vital role, you will:

• Lead Quality Governance: Drive the strategic execution of quality management practices across the region, ensuring our operations align with both global standards and local regulatory requirements.
• Oversee Post-Market Compliance: Ensure the timely and accurate documentation of all customer complaints and safety-related cases, acting as the primary point of contact for quality and safety officers across our APAC affiliates.
• Architect Workforce Performance: Utilize data-driven forecasting and real-time monitoring to optimize hub productivity, ensuring we have the right talent available at the right time to support our customers.
• Build Future-Ready Capabilities: Lead the onboarding and continuous training of our technical support teams. You will foster a culture of lifelong learning, focusing on everything from technical troubleshooting to advanced "soft skills."
• Drive Excellence through Analytics: Create sophisticated dashboards and reports using AI and data visualization tools to deliver business insights that improve service efficiency and data integrity.
• Champion Continuous Improvement: Identify and resolve deviations or non-conformances, turning them into opportunities for systemic improvement and audit readiness. Who You Are You are a principled leader with a passion for excellence and the analytical agility to manage complex regulatory landscapes. You believe that quality is a mindset, and you possess the interpersonal skills to influence and coach cross-functional teams toward a common goal. Your Qualifications:
• Educational Background: You hold a Bachelor’s or Master’s degree in Life Sciences, Engineering, or a related field.
• Quality Expertise: You bring 5+ years of experience in quality management and service operations within a medical device or In-Vitro Diagnostics (IVD) environment.
• Regulatory Knowledge: You have a deep understanding of managing complex customer journeys and regulatory interfaces in the healthcare sector.
• Analytical Prowess: You are proficient in data visualization and reporting tools (such as Tableau, SQL, or AI applications). Experience with CRM and support ticketing systems is essential.
• Leadership & Influence: You have proven experience working in a matrixed regional structure, with the ability to influence global and local stakeholders.
• 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.
• Mindset: You possess an agile, customer-focused approach and the creativity to find innovative solutions to complex challenges. Our leaders empower you to achieve your fullest potential, fostering a culture where everyone can demonstrate leadership and navigate change with confidence. 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.