Job Mission

As the GPC Service Performance Lead, you will contribute to the Global Patient Care (GPC) business objectives by leading a high‑performing team of Service Performance Specialists and managing the performance of GPC’s workforce. Your role involves designing and implementing staffing and performance models, overseeing volume forecasting, performance planning, and trend monitoring to maximize efficiency and effectiveness across GPC’s global operations.

Key Responsibilities

• Develop and implement service performance strategies to meet global operational and efficiency goals.
• Lead and develop a high‑performing team of Service Performance Specialists, fostering a culture of excellence and accountability.
• Oversee strategic forecasting processes, ensuring accurate volume and capacity planning across all channels.
• Design, maintain, and validate global KPI frameworks to drive improvement and ensure data‑driven decision‑mak...