Job Vacancies at Roche

Job-ID: 202006-115503

Job Description

• We are looking for an experienced Service Manager to define and manage the execution of the Services strategy for Roche Diagnostics in line with global and local requirements and guidelines through both the office and field-based technical services teams, managing that service standards are achieved and compliance with diagnostic instrument manufacturing standards.

Key Responsibilities
Strategic & Operational Management:

• Contribute to the organisational strategic plan by understanding the organisational vision, identifying, developing and drafting the key strategic inputs and providing these inputs to the organisational strategic plan annually.
• Develop the sub-Saharan long term strategy by undertaking research and drafting the strategy, aligning with the overall long-term organisational strategy and vision annually in line with business partners.
• Report on performance by tracking department performance against targets, identifying progress and areas of concern, drafting reports and submitting quarterly and as required.
• Manage operational performance by tracking performance against targets, identifying anomalies and implementing corrective action monthly and as required.
• Participate in regional and Global discussions and platforms by maintaining knowledge and expertise, developing lessons learnt and presenting as required.
• Lead the knowledge and communication sharing process for the department with other / international Roche product teams and other relevant stakeholders by developing inputs, preparing communications and participating in discussion forums as required.
• Problem solve for the business by receiving the problem, engaging with the related departments, identifying and testing the potential solutions and managing the implementation of the final solution as required.
• Participate with the heads of the regions of sub-Saharan Africa in formulating and supporting the regional strategies.
• Manage resourcing by reviewing support requirements against availability of staff, identifying key resource gaps and implementing corrective action daily and as required.

Department Administration Management:

• Define and develop the service contract framework by identifying the catalogue of services, scoping the contract type, defining the associated price per contract type and communicate to the business for implementation as required.
• Identify and implement strategies to continuously improve the professional services department as required.
• Manage the availability of skills by analyzing skills requirements, identifying key skills gaps, managing the skills development planning and implementation and monitoring skills levels and deployment quarterly and as required.
• Monitor case progress and resolution by tracking cases reported, reviewing case progress and resolution, identifying areas of risks and monitoring escalation of cases and providing feedback as required.
• Manage business partner stock levels by monitoring quantity of stock at warehousing, managing stock returns, identifying areas for improvement and influencing the stock ordering practices monthly and as required.
• Manage compliance, quality and manufacturing standards by monitoring implementation, identifying non-compliances, implementing corrective action and reporting on risks and concerns as required.
• Manage system modifications by allocating resources, tracking implementation on identified systems within the timeframes, identifying areas of concern and implementing corrective action as required.
• Participate and manage department systems enhancement by managing the implementation and the team in line with project definition as required.

Professional Services Implementation and Management:

• Create differentiated solutions from competitors by analysing the market and product performance, identifying differentiators and developing plans to maintain competitive advantage for the department annually.
• Provide the solution for proposals to marketing and sales by reviewing the terms of reference, developing the optimum solution in conjunction with strategic consultants, develop the costing and support submission for approval to submit to customer within defined deadlines.
• Manage the professional service team readiness in line with project timeframes and requirements by identifying and sourcing the required resources and skills and engaging with other departments to manage deployment on time in line with customer requirements.
• Manage complimentary and third-party suppliers that impact on the product offering by defining the specification, identifying and negotiating with the required service providers, supporting the contracting process with procurement and managing the implementation in line with the project plan as required.
• Manage the implementation of the solution by the project team by tracking performance against project plan, engaging with the client, addressing any issues and providing additional support as required.
• Manage the field team manager for contract sustainability by tracking performance and skill competencies, addressing any issues, implementing training and development and providing client feedback as required.
• Facilitate the relationship with Global Roche partners who participate in customer service provision to Roche Diagnostics SA customers by engaging with the relevant parties, providing feedback and addressing any issues as required.
• Manage the customer satisfaction index process for the sub-Saharan organisation by contracting the external service provider, contribute to the defining of the framework of questions, review the feedback from the process, provide feedback to the organisation and compile the summary of recommendations for submission to Global annually.
• Manage compliance and risk mitigation by tracking the implementation of enhancements and product / field corrective actions within defined timeframes and addressing any issues as required including customer relationship management.
• Develop and manage the implementation of the professional service management framework for external business partners in Sub-Saharan Africa as required.
• Support product launches into market by engaging with marketing, providing input and addressing any issues as required.
• Manage relationships with stakeholders by engaging with key decision makers, monitoring the relationship and addressing any queries or concerns as required.
• Contribute to partnerships with new clients, and stakeholders by providing technical expertise to relevant internal clients, making recommendations on structuring partnership agreements and arrangements and engaging with them as required.
• Schedule and conduct feedback reporting to management and stakeholders by gathering actionable insights based on audience, compiling feedback reports and presentations and providing /conducting as scheduled and required.

Financial Management:

• Develop the department budget by identifying activities and costs, preparing the budget and submitting it annually and as required.
• Manage expenditure by tracking spend against budget allocations, approving expenditure, address any budget variances and provide feedback monthly and as required.
• Monitor costs by reviewing expenditure, identifying areas for cost efficiencies, implementing procedures and amendments and tracking impact monthly and as required.

Governance:

• Manage the development and implementation of policies and procedures by reviewing policies, identifying policy gaps, drafting policies and managing the implementation of policies annually and as required.
• Monitor legislative and regulatory changes by reviewing the landscape, identifying changes, analysing and interpreting the impact of the changes, integrating the changes into the policies and procedures and communicating these changes as required.
• Manage the retention of ISO 13485 accreditation within the context of professional services by drafting SOP’s, monitoring compliance with SOP’s, addressing any gaps or non-compliance and implementing corrective action as required.

Staff Management and Leadership:

• Define the staff requirements by reviewing the workload, defining work allocations and developing job profiles as required.
• Resource the team by retaining, recruiting, selecting and appointing staff as required.
• Develop and implement the staff retention policy and process to maintain the required level of skill and competence to deliver on contracts annually.
• Induct staff members by managing the development of an induction programme, monitoring performance and supporting the development of new staff members as required.
• with staff, motivating staff, providing staff with feedback, supporting staff development, addressing areas of non-performance and implementing corrective action monthly and as required.
• Develop staff members by consulting with staff to identify learning areas and paths, supporting the development of the staff member, coaching and mentoring and tracking impact of learning monthly and as required.
• Manage the implementation of HR policies and procedures by tracking compliance, identifying areas of concern and implementing corrective action as required.
• Manage team meetings by developing agendas, driving discussions, facilitating participation and managing actions weekly, monthly and as required.
• Define the staff requirements by reviewing the workload, defining work allocations and developing job profiles as required.
• Induct staff members by managing the development of an induction programme, monitoring performance and supporting the development of new staff members as required.
• with staff, motivating staff, providing staff with feedback, supporting staff development, addressing areas of non-performance and implementing corrective action monthly and as required.

Requirements
You, as an ideal candidate, will have the following skills, experience and education:

• Qualifications: Diploma or Degree in a science related field.
• Experience: 10 years of medical diagnostics experience, at least 8 years of management experience and 2 years of strategic management experience.

go to method of application »

Job-ID: 202006-115535

Job Description

• Roche Diagnostics in Nigeria is seeking a Field Application Specialist to provide relevant application specialist technical and scientific expertise to enable the provision of operational support to the relevant market / customers within the assigned geographical region.

Key Responsibilities
Installation:

• Evaluate the laboratory environment and installation requirements by engaging with project manager and developing installation plan / requirements list by deadline in conjunction with external business partners.
• Prepare instruments by complying with instrumentation set-up requirements, preparing reagents and consumables and loading and preparing software as per the product line specifications according to standards and by deadline.
• Validate system and its applications by conducting quality checks, testing functioning and resolving any issues.
• Set up system and application protocols by designing, loading and testing by deadline.
• Provide handover support and training by conducting training by the deadline and providing onsite support as per the contract and for the agreed period of time to customers and external business partners.
• Receive and quality check instruments and reagents on arrival by verifying against packaging / order list, coordinate distribution to sites, inspect on arrival at site and address and resolve issues as required and as defined.

Technical / Application Support:

• Provide customer support and assistance by understanding customer issue, evaluating cause, providing solutions (telephonic and on site as relevant) and resolving within deadline / SLA.
• Provide technical / application / product advice and guidance to sales by receiving request from sales, understanding customer specification, providing expertise and advice and making recommendations as required.
• Resolve/take accountability for cases by receiving case, contacting client, providing telephonic support (if possible) and coordinating resolution of case within SLA/deadline.
• Provide technical support on site by coordinating appointment to resolve case with key contact at customer, organizing required reagents, consumables and quality control materials and providing support within deadline / SLA.
• Coordinate resolution of escalated technical cases by identifying issues that require escalation, referring to appropriate escalation process, providing feedback to customers, internal sales and line manager, following up until resolved and closing case within customer expectations.
• Follow-up with customers after cases are closed by contacting clients via telephone or email, verifying case is fully resolved, reopen/open cases if the issue is reoccurring and resolve within deadline.
• Proactively provide technical support to customers by receiving adhoc customer support requests while on site, after hours etc. by receiving request for support from customer, logging case on system, providing technical support and closing case or distributing case correctly immediately.

Customer Service:

• Maintain a customer centric approach with all customer engagements by aligning with the Roche values,  maintaining professionalism, providing quality technical support and advice and delivering according to their expectations and SLA at all times.
• Proactively resolve customer issues by conducting courtesy visits, identifying potential issues and resolving and taking preventative action at all times.
• Administration:
• Provide customers with all case relevant documentation by completing case reporting, collating documentation and issuing (email/print and issue) to the customer within deadline.
• Complete expense reporting by complying with the T&E policy and system requirements monthly and as required.
• Maintain an up to date and accurate planning board and team planner by capturing daily and long term planned activities according to standards and by daily deadline.
• Maintain technical compliance standards by completing e-learning modules or training and achieving required compliance standards as required and within deadline.

Customer Training:

• Train customers by identifying needs, developing customized training materials, conducting training and assessing understanding as required.
• Coordinate training by organizing training venue, organizing logistics and coordinating room set-up and requirements in line with the training design as required.
• Conduct training administration by completing required documentation and reports, uploading registers and assessments and submitting by deadline.
• Coordinate and facilitate customer workshops by receiving brief, developing workshop, implementing and reviewing as required.

Requirements
You, as an ideal candidate, will have the following skills, experience and education:

• Qualifications: A diploma or degree in Medical Sciences or equivalent.
• Experience: At least 2 years’ experience in laboratory practices , ideally in a senior role.

go to method of application »

Job-ID: 202006-115488

Job Description

• Roche Diagnostics in Nigeria is seeking a Regional Manager for the West Africa Region (Nigeria & Ghana). The role will involve developing and implementing regional business plans in the relevant countries of responsibility.
• The successful incumbent will be expected to support growth of all product lines, while understanding and addressing customer or market needs, within assigned budgets in line with Global and local marketing strategies while adhering strictly to the Roche code of conduct.

Key Responsibilities
Regional Management:

• Responsible for accurate forecasting of targets.
• Serve as an interface with local governments, funders and international organizations within assigned territory and monitor and evaluate country specific environmental issues with regard to healthcare and legislation and provide feedback to Market Access team for government lobbying activities
• Develop and maintain strong Client and KOL relationships through regular presence to determine and influence the Export Distributor’s business requirements and growth strategies as well as ascertain market trends, risks & competitor insights
• Lead, drive and project manage customer experience activities within existing clients with relevant internal stakeholders (product manager, business development, application specialists, commercial (finance) management for exports, technical services, etc.)

Distributer / Business Partner Management:

• Identify in conjunction with Distributors / Business Partners and/or marketing agents, agreed continuous improvement strategies to increase the efficiency/productivity and profitability of sales activities and achievement of KPIs
• Implement a performance management process to track performance of Distributors / Business Partners and drive accountability.
• Ensure accurate and updated market information is shared between internal stakeholders and Business Partners.
• Ensure that Distributors / Business Partners have sufficient capacity to support local markets.
• Plan and facilitate training and development of local business partner’s sales agents.
• Work with business partners to protect the base business in the territory and develop an opportunity pipeline for future growth and sustainability.
• Training business partners sales staff on Roche selling skills.
• Manage Sales force Effectiveness through salesforce/REXIS for Business Partner sales team

Business Development:

• Project manage solutions for identified new sales opportunities within new possible clients or new products or channel filling opportunities within existing clients with relevant internal stakeholders (product manager, business development, application specialists, commercial (finance) management for exports, technical services, etc.)
• Develop a growth strategy focused both on financial gain and customer satisfaction
• Identifying and mapping business strengths and customer needs.
• Conduct research to identify new markets and customer needs to expand client base and viable income streams.
• Having an in-depth knowledge of business products and value proposition
• Addressing or predicting clients’ objectives
• Keep records of sales, revenue, invoices etc.
• Provide trustworthy feedback and after-sales support
• Build long-term relationships with new and existing customers
• Reporting on successes and areas needing improvements

Project Management:

• Identifying key projects in the region for the business.
• Mobilize and engage internal & external stakeholders.
• Assembling and leading project teams.
• Leading large and diverse teams.
• Managing relationships with stakeholders.
• Develop and manage budgets for each project.
• Reporting, documentation and closure of projects after successful completion.

Requirements
You, as an ideal candidate, will have the following skills, experience and education:

• Qualifications: Diploma in Medical Sciences or equivalent. A degree is preferred. Business Management qualification is an advantage.
• Experience: At least 8 years of commercial experience in the medical industry with at least 5 years of account management experience.

go to method of application »

Job-ID: 202006-115528

Job Description

• Roche Diagnostics in Kenya or Nigeria is seeking a Medical Affairs & Market Access Lead to implement medical scientific strategies and to communicate and highlight the medical value of strategic products to relevant public and private sector stakeholders in order to build a strong medical platform.
• The successful incumbent will also be required to develop and implement patient access strategies with key internal and external stakeholders to  drive optimal access to strategic healthcare solutions in the public and private sector.

Key Responsibilities
Medical Management:

• Build a disease platform and support the evolution of clinical guidelines and algorithms by establishing and maintaining relationships with relevant KOL’s, HCP’s and Professional and Academic Organizations/Bodies.
• Monitor scientific and medical compliance in accordance with the company standards (Dia Symphony) and MedTech by overseeing that the standards are compiled with and that the necessary approvals are obtained.
• Develop the individual therapeutic area/s medical strategy (three and one year) by reviewing documents, drafting the strategy, submitting for review and inputs and integrating the feedback to finalise for implementation in line with the organization and Global strategy annually.
• Develop the individual therapeutic area/s medical tactical plans by reviewing the strategy, drafting the tactical plan, addressing any areas of concern or missing information and finalizing annually.
• Nonitor performance against strategy and tactical plan by providing progress reports, analysing the progress, addressing any areas of non-performance and implementing corrective action monthly and formally bi-annually.

Management of Scientific Studies:

• To develop medically sound, feasible affiliate studies that enhance product knowledge by identifying unmet medical needs, draft the protocol to address the unmet medical needs and submit for consideration and evaluation as required.

Market Access Management:

• Develop the health systems and market access strategy by undertaking research, understanding the different policy environments, health issues and opportunities and drafting the strategy, aligning with the overall long-term organisational strategy and vision annually.
• Execute an integrated access plan across public and private sectors by analysing the strategies and environments and engaging with key stakeholders and finalising the plan annually.
• Build innovative market access solutions by researching global trends, analysing trends in the context of the specific environments, testing solutions, engaging with experts, piloting solutions and managing implementation of successful innovations.

Policy Leadership:

• Identify priority disease areas and health systems topics by analysing key trends, engaging with KOLs and policy makers, defining topics and preparing policy engagement inputs and materials.
• Influence policy makers and payers by providing evidence of priority disease areas and health systems, providing evidence of policy-based solutions, advocating for policy change and supporting this change.
• Implement research to support policy advocacy by identifying evidence base required, scoping the research, monitoring the research process and analysing the research outputs.
• Advocate for policy amendment by building key networks, identifying and engaging with key decision makers, providing policy-based inputs and support and facilitating policy amendments and development.

Financial Management:

• Contribute to the preparation of the department budget by identifying activities and costs, preparing the budget and submitting it annually and as required.
• Monitor expenditure by tracking spend against budget allocations, providing input into approval of expenditure, addressing any budget variances and provide feedback.

Staff Leadership & Management:

• Define the staff requirements by reviewing the workload, defining work allocations and developing job profiles.
• Resource the team by retaining, recruiting, selecting and appointing staff as required.
• Induct staff members by managing the development of an induction programme, monitoring performance and supporting the development of new staff members.
• Manage the implementation of HR policies and procedures by tracking compliance, identifying areas of concern and implementing corrective action.

Requirements
You, as an ideal candidate, will have the following skills, experience and education:

• Qualifications: A degree, MBCHB or PhD in a relevant clinical or science-related field.
• Experience: At least 5-7 years experience in health sciences or equivalent with strong proven therapeutic area experience. At least 3-5 years management experience is required.
• Required Knowledge: Healthcare Laws and Regulations & medical knowledge of relevant strategic products.