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The PositionThe National Manager - Business Application manages the day-to-day operations of the Business Applications team to effectively execute after-sales support strategies and objectives to deliver customer experience beyond expectations.
Key Responsibilities include
a) Leads and manages the BAPS team’s overall activities by implementing effective strategies and detailed plans aligned with company objectives.
b) Ensures all initiatives are properly executed in accordance with the strategies set by the organization.
c) Align the strategy to operational process, and people resulting in a great customer experience
d) Provides technical information to Sales and Marketing for Roche projects across all stages of the buying cycle.
e) Implement Regional and Global initiatives as relevant
f) Serves as a core member of the extended ET in an advisor capacity to the team and helps to set the direction of the Customer Services team with a special emphasis on how and what to implement to achieve current and future direction.
g) Responsible for planning the budget of the BAPS team.
h) Oversees management and maintains inventory of relevant spare parts at an acceptable level
i) Ensure all service activities of the service team are promptly encoded into customer relationship management (CRM)
Organizational Relationship
a) Liaises with other affiliates in APAC/Global for technical initiatives and support requirements of the team.
b) Drive the culture of collaboration across the stakeholders
c) Maintain key partners, companies, distribution partners, etc.
d) Develop and implement strategies to build a customer-centric culture in the team.
Team Management
a) Coaches and motivates the team to perform all duties and responsibilities to resolve key internal and external challenges.
b) Ensure skills enhancement of the BAPS team (direct and distributor teams) regarding required technical capabilities.
c) Long-term strategic planning of excellent customer experience, cost reduction, and team efficiency.
SHE Responsibilities:
Promote awareness and participation to Security, Safety, Health and Environmental Protection policies and programs at site to create a safe work environment to all employees.
Quality / Regulatory Responsibilities:
Ensure full compliance with applicable regulatory requirements and perform activities following global Roche quality standards and local SOPs.
Liaises with
External customer, distributors, and suppliers
Relevant internal team members, including Sales, Marketing, Finance, Supply Chain, and other Departments /areas as required
External Relevant Company, Distribution Partner, etc.
APAC and Global team for service support, updates, and inquiries relevant to the team
Who you are
Bachelor's Degree in Science or Engineering with substantial multinational companies' experience in Diagnostics industry preferred
A manager's manager with minimum 5 years of experience in leading and managing a large service team in a similar industry
Computer Skills (Microsoft Office Application and or Google Productivity Tools)
Excellent interpersonal and communication skills in English (spoken and written)
Strong leadership skills and a team player
Analytical, precise, pragmatic, enthusiastic, result-oriented, and strong commercial awareness
Selling and negotiation skills
Creative problem-solving and issue-resolution skills
Customer handling skill
Planning, organization and time management skill
Self-Initiative and Proactive
Ability to travel interstate and internationally as required by the position
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. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.
Let’s build a healthier future, together.
Roche is an Equal Opportunity Employer.
Skills Required
- Bachelor's degree in Science or Engineering
- Substantial experience with multinational companies, preferably in the Diagnostics industry
- Minimum 5 years of experience leading and managing a large service team in a similar industry
- Computer skills using Microsoft Office applications and/or Google productivity tools
- Excellent spoken and written English communication skills
- Strong leadership and teamwork skills
- Commercial awareness, including selling and negotiation skills
- Creative problem-solving and issue-resolution skills
- Customer handling skills
- Planning, organization, and time-management skills
- Self-initiative and proactive approach
- Ability to travel interstate and internationally as required
Roche Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Roche and has not been reviewed or approved by Roche.
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Retirement Support — U.S. materials describe a 401(k) with both matching and an additional company contribution, supported by formal plan documents and true‑up features. This structure is positioned as a standout element of the total package, particularly at Genentech.
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Leave & Time Off Breadth — Time‑off provisions include substantial vacation, a year‑end shutdown, and a paid six‑week sabbatical after six years. These elements indicate a recharge‑oriented approach within the U.S. offering.
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Healthcare Strength — Company materials emphasize comprehensive medical, dental, vision, and mental‑health resources alongside well‑being programs. Benefits pages consistently highlight breadth across core health coverage elements.
Roche Insights
What We Do
Roche is a global pioneer in pharmaceuticals and diagnostics focused on advancing science to improve people’s lives. The combined strengths of pharmaceuticals and diagnostics under one roof have made Roche the leader in personalised healthcare – a strategy that aims to fit the right treatment to each patient in the best way possible. Roche is the world’s largest biotech company, with truly differentiated medicines in oncology, immunology, infectious diseases, ophthalmology and diseases of the central nervous system. Roche is also the world leader in in vitro diagnostics and tissue-based cancer diagnostics, and a frontrunner in diabetes management. Founded in 1896, Roche continues to search for better ways to prevent, diagnose and treat diseases and make a sustainable contribution to society. The company also aims to improve patient access to medical innovations by working with all relevant stakeholders. Thirty medicines developed by Roche are included in the World Health Organization Model Lists of Essential Medicines, among them life-saving antibiotics, antimalarials and cancer medicines. Roche has been recognised as the Group Leader in sustainability within the Pharmaceuticals, Biotechnology & Life Sciences Industry ten years in a row by the Dow Jones Sustainability Indices (DJSI).
