Organizational Change Management Lead

hace 4 semanas

Heredia, Costa Rica Roche A tiempo completo

The Position

Our Vision

Our vision is to make CX as transformative as our science and be known for consistently creating seamless customer experiences that are as innovative and impactful as our medicines.

This is why we are evolving the LATAM Omnichannel team - to make this a reality by integrating digital and face-to-face interactions seamlessly and allowing us to rapidly identify priorities to engage our customers and establish leadership in the prioritized therapeutic areas.

The Position

As the Organizational Change Management (OCM) Lead you play a key role in the change management of LATAM’s omnichannel customer engagement transformation and are a driver for key strategic initiatives. You are responsible for driving the adoption of the new ways of networked working by operationalizing the change that the new operating model brings across LATAM affiliates and communicating our LATAM vision and the value created to all relevant stakeholders.

In this role, you will be accountable for designing, mobilizing, and driving LATAM strategic change management programs in alignment with Global input and guidance, having direct impact on the advancement of our LATAM Omnichannel operating model, culture, and business capabilities. You will drive the necessary change in mindset and behaviors towards a customer centric and data-driven culture and will advise on best change practices in the redesign of critical business processes ensuring successful implementation of the new omnichannel customer engagement model. You will also be working closely with the LATAM and Global Organizations and Global Programs to implement learning journeys and build the capabilities needed for people who will actively contribute to create personalized customer engagement, aiming to differentiate Roche’s medicines and ultimately drive business impact. As a successful Organizational Change Management Lead, you will define change metrics to drive performance measurement and engage with the relevant stakeholders to advance our DCE&I vision in the face of organizational disruption, to thrive along the change journey and to realize LATAM Omnichannel business strategy.

As part of the LATAM Network Leadership team, you will be directly reporting to the Head, CX & Omnichannel Engagement and partner together with Global Change Management and the LATAM Network and Affiliate teams to operationalize change management to enable the success of the new omnichannel engagement model in LATAM.

Key responsibilities

Develop the change management strategy and roadmap for LATAM to operationalize the change across the LATAM network and affiliate teams and drive the shift in mindset and ways of working within the new omnichannel customer engagement model Deliver the best change management methods to ensure accurate and comprehensive change execution, including the coordination of change steps, business processes, deployment strategies and engagement planning to support people adapting to the envisioned mindset and behavioral shifts Create learning journeys and develop relevant material for the change roll out in LATAM, in line with the guidance from Global Organizational Change Management and Global Programs EpiCX, RDI, CCXA) and in coordination with the Business Technology Partner Engage with the relevant leaders and stakeholders to share the DCE&I LATAM vision and the value that the LATAM Omnichannel Customer Engagement model brings to our customers and internally to spearhead the change implementation across LATAM Lead and inspire Network and Affiliate team change agents to represent and communicate the new vision and strategy defined by the LATAM LET and the DCE&I Head, CX & Omnichannel Engagement, showcasing and sharing success stories and examples of excellence across the region Define KPIs to measure change performance and work with the Program Manager to track progress and the impact of change to communicate to the LATAM and Global teams and reinforce the need for change as well as to take corrective action as required Coordinate with Affiliate change leads to align with local change management programs and provide capability building activities to develop the skills, processes, mindset and behaviors needed to drive the adoption of the new customer engagement model Foster the creation of a OneLATAM change management approach, incorporating all change initiatives taking place simultaneously in LATAM, including omnichannel customer engagement Gather feedback and best practices from affiliates across the region to create a culture of sharing and learning whereby lessons learned and synergies can be leveraged to iterate on the new model and ways of working Demonstrate a proven track record of leading and driving business process transformation and organizational culture change as well as delivering on programs with complex business deliverables Track record of successful leadership, management, and development of large, multi-disciplinary globally dispersed teams Strong judge of talent with the ability to make tough talent decisions Hire, develop, and mentor talent creating a learning organization to ensure employee engagement and growth Manage and comply with any regulatory requirements related to the above activities

What's in it for you?

This is a key role to enable Roche’s new omnichannel customer engagement vision which will provide you with opportunities to work with Senior Global and LATAM stakeholders and drive the shift towards a data-driven and customer centric culture You will have the opportunity to work in a Network role and get deep experiences driving change across the LATAM region while collaborating with Global OCM stakeholders

Role Interfaces

As the Organizational Change Management Lead, you will interact with the following:

Digital Customer Engagement & Insights - LATAMOmnichannel Outcomes LeadsBusiness and Customer Excellence LeadCustomer Insights LeadChannel LeadData Governance & Analytics LeadOmnichannel CX Chapter LeadBusiness Technology Partner GlobalGlobal Programs EpiCX, RDI, CCXA)Global Organizational Change Management (OCM) Team Other LATAM roles & functionsN/A

Experience & Qualifications

Education

Bachelor's degree (scientific, digital, economic or business degree). An advanced degree in Life sciences and/ or MBA is a plus

Professional Experience

Excellent strategic thinking, highly innovative, and proven ability to translate strategy into operational excellence across a commercialization organization Strong and proven leadership of cross functional teams and ability to influence across a matrix without authority Enterprise mindset and global experience Experience with digital, omnichannel, and associated data/analytics capabilities in large biopharma environments Experience working and collaborating with HCPs and sophisticated health systems Effective written and verbal communication skills. Self-starter who thrives in a fast-paced, collaborative, and innovative high-growth environment Experience of minimum 5+ years in a change management, capability development, training and comms role (change deployment, capability development and training, communication and engagement - strategy and execution). 8-10 years of relevant experience is preferred. Experience of 5+ years in leading teams or leading large cross-functional projects

Languages

Fluent in English and Spanish (oral & written) is essential

Skills & Competencies

Competencies

Visionary: You are a visionary leader who promotes and communicates the new vision and strategy through sharing success stories across the region Architect: You orchestrate people and operationalize change management activities to drive the behavioral and mindset change and adapt to the new ways of working Catalyst: You remove obstacles on the way to adapt to the new ways of working in a networked environment and integrate with other changes / change management initiatives occurring in the Affiliate Coach: You help everyone in the network and affiliate teams to build the skills and mindsets needed to adapt the new ways of working in a networked environment

In addition, the following skills will make you successful in your position and career development at Roche:

Collaborative Network Ways of Working Learning Agility Systems Thinking Customer Centricity Deep Listening Shift Thinking Culture Advocate

#dceilatamjobs

  • Senior Manager, Change Management

    hace 2 semanas

    Heredia, Costa Rica Workday A tiempo completo

    Your work days are brighter here. At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our...

  • Financial Data Management Lead

    hace 1 mes

    Heredia, Costa Rica Citi A tiempo completo

    The GRR Data Management team is responsible for the timely and adequate implementation and adoption of enhancements to Citi’s Data Operating Model (DOM) in relation to data consumed by the Global Regulatory Reporting. The team is responsible for understanding the concerns of the stakeholders within the Controllers organization relative to data quality and...

  • Order Management Team Lead

    hace 5 días

    Heredia, Costa Rica Huntsman A tiempo completo

    Job Description: Order Management Team Lead (Customer Service) Huntsman Corporation is a publicly traded global manufacturer and marketer of differentiated and specialty chemicals with 2022 revenues of approximately $8 billion from our continuing operations. Our chemical products number in the thousands and are sold worldwide to manufacturers serving a...

  • Team Lead, Account Management

    hace 7 días

    Heredia, Costa Rica LSEG (London Stock Exchange Group) A tiempo completo

    The Team Leader develops positive relationships with customers and Account Managers to drive account revenue retention and growth. By collaborating with internal partners, the Inside Sales Team Leader delivers outstanding service and a valuable solution. The position will lead a defined book of business aligned by customer segment within a geography and will...

  • Avp-project Management

    hace 4 semanas

    Heredia, Costa Rica Moody's A tiempo completo

    The AVP Project Manager (PM) is encouraged to manage medium to large-sized Projects and/or Programs that are medium to high-complexity, broad in scope, interdependent, and have medium to long term implementation time frames. The PM works closely with product owners, architects, engineers, vendors/partners, and line of business team members to deliver...

  • Team Lead Pricing

    hace 5 días

    Heredia, Costa Rica Huntsman A tiempo completo

    Job Description: Team lead - Pricing & Back Office (Order Management) Huntsman Corporation is a publicly traded global manufacturer and marketer of differentiated and specialty chemicals. Our chemical products number in the thousands and are sold worldwide to manufacturers serving a broad and diverse range of consumer and industrial end markets. We operate...

  • Bos Lead

    hace 5 días

    Heredia, Costa Rica Auxis A tiempo completo

    Job Summary: The BOS Team Lead will provide professional business and customer service support, both individually and as part of a project team, with a focus on assisting Auxis customer service clients to ensure high levels of customer satisfaction and productivity. The Team Lead will be the primary customer interface for trouble calls/accounts; and...

  • Assoc Materials Management Analyst

    hace 3 semanas

    Heredia, Costa Rica ABBVIE A tiempo completo

    Key contact between the affiliate and other functional departments Quality Assurance, Finance, Global Trade Compliance, and Distribution and Logistics - Monitor inventories on hand at affiliates and take action if and where appropriate based on available inventory, lead times and size of orders - Ensure that production and shipping schedules are aligned and...

  • Inter-affiliate Data Lead

    hace 3 semanas

    Heredia, Costa Rica Citi A tiempo completo

    **Responsibilities**: Lead the Intercompany Data use case for the Controllers organization, ensuring the outcomes meet the needs of the consumers of Data Design the Intercompany Operating Model, partnering with upstream providers of data, Lines of Business and Operations groups. Partner with Finance and Risk Shared Services on the establishment of...

  • Workplace Services Lead

    hace 4 días

    Heredia, Costa Rica CBRE A tiempo completo

    Workplace Services Lead Job ID 170299 Posted 21-Jun-2024 Service line Advisory Segment Role type Full-time Areas of Interest Customer Service, Design, Project Management Location(s) Heredia - Heredia - Costa Rica, San Jose - San Jose - Costa Rica About The Role: As a CBRE Workplace Strategy Consultant, you will...

  • Operations Compliance Lead

    hace 4 semanas

    Heredia, Costa Rica British American Tobacco A tiempo completo

    **BAT is evolving at pace - truly like no other organisation.** **To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey!** **BAT Costa Rica IS LOOKING FOR A Lead Manager Operations Compliance and Services** **SENIORITY LEVEL**:Management **FUNCTION**:...

  • Order Management Team Lead

    hace 4 semanas

    Heredia, Costa Rica Huntsman A tiempo completo

    Description : Order Management Team Lead (Customer Service) Huntsman Corporation is a publicly traded global manufacturer and marketer of differentiated and specialty chemicals with 2022 revenues of approximately $8 billion from our continuing operations. Our chemical products number in the thousands and are sold worldwide to manufacturers serving a...

  • Business Engagement Lead

    hace 4 semanas

    Heredia, Costa Rica HP Inc. A tiempo completo

    The Business Engagement Lead serves as a bridge between the development teams and the business stakeholders. The role handles understanding business needs, translating them into technical requirements, and ensuring that products/solutions meet these requirements while aligning with the organization's strategic goals. This role handles ensuring firsthand...

  • Business Engagement Lead

    hace 1 mes

    Heredia, Costa Rica HP Inc. A tiempo completo

    The Business Engagement Lead serves as a bridge between the development teams and the business stakeholders. The role handles understanding business needs, translating them into technical requirements, and ensuring that products/solutions meet these requirements while aligning with the organization's strategic goals. This role handles ensuring firsthand...

  • Senior Manager, Technical Support Management

    hace 7 días

    Heredia, Costa Rica ServiceNow A tiempo completo

    **Company Description** At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive...

  • Project Manager Iv

    hace 3 semanas

    Heredia, Costa Rica SGF Global A tiempo completo

    We're looking for a Change Management Specialist to support the overall Lead to Cash Program Portfolio of projects. The hiring manager is looking for someone: - With experience in Project Management - Self-starter, can begin working at his/her own initiative based on project meetings (and where applicable, guidance from Change Management Senior lead) -...

  • Global Onboarding Designer

    hace 4 semanas

    Heredia, Costa Rica IBM A tiempo completo

    Introduction Thomas J. Watson said it best: 'Good design is good business.' Visualization is critical to discovering data-driven insights and effectively communicating that knowledge to others. Designers at IBM work to create experiences that work together, work the same, and work for our clients. Does the thought of creating the platform at the heart of...

  • Global Onboarding Designer

    hace 1 mes

    Heredia, Costa Rica IBM A tiempo completo

    Introduction Thomas J. Watson said it best: 'Good design is good business.' Visualization is critical to discovering data-driven insights and effectively communicating that knowledge to others. Designers at IBM work to create experiences that work together, work the same, and work for our clients. Does the thought of creating the platform at the heart of...

  • Change Mangement Project Coordinator

    hace 2 semanas

    Heredia, Costa Rica Brenntag A tiempo completo

    **CHANGE MANGEMENT PROJECT COORDINATOR**: Our team in **Heredia** currently has an opening for a **Change Mangement Project Coordinator** > **YOUR ROLE & RESPONSIBILITIES**: We are looking for a temporary position (6 months) Projects Coordinator in the area of Change Management to support with the following elements: - Communication Material Development:...

  • Latam Corporate Card Operations Lead

    hace 5 días

    Heredia, Costa Rica Citi A tiempo completo

    **Description**: The individual will be responsible for corporate card administration supporting a program with 50,000 cardholders in 51 countries, which will continue to increase as further countries are implemented and rolled into the program. This role will lead a diverse team, responsible for managing and responding to the daily card functions in line...