• Job Description

  Req#: 202309-119771

  The Position

  Position summary and purpose:

  The Head of Customer Service & Logistics is a member of the Leadership Team of Roche Hungary’s Diagnostic Division. He/She ensures compliant and high quality implementation and execution of Supply Chain & Logistics processes and high level and quality service to customers. He/She coaches the team members to live agile values and behaviors and enables them to reach their team value proposition and vision and to unlock their greatness and true potential. Together with the Country Manager the role is responsible for the achievement of operational profitability compatible with or in excess of headquarter objectives. He/She is responsible for leading logistics and customer service groups, guaranteeing that high service standards are met, reaching high customer satisfaction and engagement levels from customers and competitive advantage for Roche Diagnostics. This is a key role in helping to shape the future of the Diagnostics Division at Roche Hungary and plays a key role in shaping, contributing, delivering and accelerating the Diagnostics Supply Chain (regionally and globally) strategy to provide best in class Supply Chain services. He/She ensures leading and developing the local services strategy and execution and integration of the services strategic aspects into the company’s strategic business plan.

  The Head of Customer Service & Logistics acts as a VACC Leader:

  • Visionary - develops a compelling vision, which serves as a guide and inspiration for the team and the organization

  • Architect - creates conditions for the team to deliver on the vision and desired outcomes, ensures resources allocated are adequate to the desired outcomes and in line with the overall affiliate sustainability, facilitating prioritization of work packages accordingly

  • Catalyst - connects and works closely with the broader Roche organization to accelerate the progress towards desired outcomes, holding the big picture and not focusing exclusively on local outcomes, plays key role in the EMEA LATAM Supply Chain Network

  • Coach - develops team members and helps them put the values and principles of our culture into practice on a daily basis, ensures that team members perform their duties in a manner consistent with the team and company culture.

  Core responsibilities and tasks:

  • Being responsible for the end to end Supply Chain & Logistics Management agenda and processes for the affiliate

  • Maintaining and executing a high quality supply chain and logistics system to ensure flawless customer service and operations

  • Leading, overseeing and guiding support for customers through a team of Customer Service and Supply Chain/Logistics

  • Ensuring that customers’ needs are understood and guaranteeing their satisfaction as well as the productivity of the organization, developing, evaluating and implementing strategies to identify opportunities and improving service delivery

  • Continuously shaping and driving the team towards a forward-looking group and a strong, internally aligned network to engage all functions around our customer service and Supply Chain/Logistics offerings at the same time driving commercial excellence

  • Co-creating the strategy with all internal/external stakeholder groups relevant for the service organization (e.g. Commercial & Sales, Business Development, global and regional Service Engineering and Application Specialist teams, regional Supply Chain Network

  • Participating in projects at global/regional/sub-regional level crossing geographical boundaries

  • Translating global and regional vision and strategic direction for the Supply Chain & Logistics function into business-aligned action plans for the country, leading the implementation of such strategies

  • Driving Strategic Planning, Governance and in the area of Supply Chain aligned with commercial organization strategy

  • Being responsible for optimizing Supply Chain and Logistics services and costs including internal SLAs where applicable and external 3PL or Distributor agreements

  • Recruiting, leading, coaching and developing a high performing team to optimize performance and company results

  • Developing and monitoring the implementation of the team’s vision, strategies, objectives, metrics, policies, procedures, tools and resources

  • Managing direct reports within the context of Roche People Practices, developing team members and supporting them in acting in line of our values and principles on a daily basis, ensuring that team members perform their duties in a manner consistent with the team and company culture, driving a customer focus in their mindset, work priorities and collaborative behaviors and creating a great workplace capable of attracting and engaging talents

  • Inspiring, enabling, empowering and motivating the division’s shift in mindset and new ways of working toward an agile and high performance culture that will help adapt to the changing environment and patient needs, advocating for new ways of working and shaping a learning mindset embracing future skills

  • Utilizing the team’s vision on a regular basis as a guideline for the team, and regularly checking if current team priorities lead the team toward that vision, monitoring the realization of this vision and fine-tuning it, if needed

  • Controlling and prioritizing the team's backlog, helping the team to focus on the tasks that are currently most impactful

  • As a Deputy Safety Officer being responsible for the development and maintenance of complaints management processes, ensuring that employees comply with product safety processes and divisional standards

  • Overseeing and coordinating the registration of medical devices and products, ensuring an effective communication and relationship management with the respective authorities, monitoring the work and priorities of direct reports responsible for the regulatory processes

  • Acting as a Local Export Control (EC) Officer and being responsible for supporting the local management in fulfilling its responsibility regarding all matters related to Export Control

  • Keeping the Country Manager aware and informed on EC compliance issues

  • Defining the local EC training plan, delivering training and monitor training compliance

  • Ensuring that manual screening procedures and tools are used

  • Enabling the complete and timely screening of local business partners

  • Acting as a Transport Safety Advisor (TSA) and being responsible for supporting the local management in fulfilling its responsibility regarding all matters related to transport safety and security.

  • Verifying and ensuring that the site organization is familiar with the relevant directive, as well as local regulations that local procedures fulfilling these requirements are established and followed and that the necessary trainings are delivered.

  Requirements, qualifications, mindset & behaviors:

  • BSc/MSc Degree in Economics or other respective qualification

  • DGSA qualification

  • 5-6+ years’ of experience in a similar Leadership role focusing on Customer Service and/or Logistics/Supply Chain

  • People development expertise, proven track record of leading, coaching, developing and motivating teams

  • Proven track record of building strong, effective and sustainable relationships with internal and external partners and stakeholders

  • Deep understanding of supply chain and logistics processes

  • Understanding the Hungarian market landscape and healthcare environment

  • Strong interpersonal intelligence, ability to act as a selfless servant leader, mentor and coach, ability to build bridges across geographical, cultural and functional boundaries to enhance collaboration

  • Stakeholder management skills and experience to interact with senior management, ability to explain and communicate clearly and influence/persuade other

  • Ability to deliver results, innovate while seeking for new opportunities and developing new systems, implement innovative ideas

  • Outstanding partnering capabilities - business acumen, coaching, consulting, ability to deeply listen, question and understand

  • Growth mindset - ability to learn and unlearn quickly, take risks and experiment, and contribute to the learning cycle by sharing knowledge with others inside and outside Roche

  • Enabler & System thinker mindset - leveraging the internal and external networks to create value, sharing back and scaling

  • High level of IT literacy, ability to flawlessly communicate on Roche interfaces, programs

  • Ability and willingness to demonstrate Roche Values in his/her behavior: Integrity, Courage, and Passion

  • Strong ethical mindset and good understanding of relevant compliance principles and regulations

  • Fluent in local language and proficient in English to collaborate internally across the broader Roche enterprise is expected.

  Who we are

  At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

  Roche is an Equal Opportunity Employer.

• About the company

  606018 F. Hoffmann-La Roche AG is a Swiss multinational healthcare company that operates worldwide under two divisions: Pharmaceuticals and Diagnostics.

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