Business Process Specialist

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. The Position Business Process Specialist (Diagnostics Division) Company: Roche Ukraine LLC (Diagnostics Division) Work format: Remote Schedule: Mon–Fri, 09:00–18:00 (with lunch break) Location: Ukraine (occasional short business trips within Ukraine, up to 10%) Role purpose To ensure seamless operational support for the Diagnostics division: from supporting direct contracts between Roche Diagnostics Poland (RDP) and healthcare institutions / laboratories and onboarding new customers, to coordinating promotional materials, logistics of service tools, hotline operations, and participation in complaint handling (including for indirect channel customers via the Distributor). The role acts as the key “process integrator” between Sales (RDP), Service/Field Service, Medical / Regulatory Affairs, Marketing, Logistics, and other enabling functions. Key responsibilities 1) Support of direct contracts between Roche Diagnostics Poland (RDP) and healthcare institutions / laboratories - Manage document flow between Roche Diagnostics Poland (RDP) and healthcare institutions / laboratories (agreements, addenda, service acts, specifications), including verification of counterparties’ legal and financial details. - Organise internal contract approvals with Finance/Tax, Legal, and Compliance; monitor SLA for approvals. - Maintain contract registers in internal systems (ERP/CRM/DMS); ensure timely status/version updates. - Track renewal/termination timelines, monitor fulfilment of KPIs / service obligations. - Ensure alignment with internal policies (anti-corruption, interactions with healthcare professionals / institutions, promotional practices). 2) Customer onboarding and training - Own and execute onboarding checklists: document collection, account set-up, supply / delivery schedule coordination. - Plan and coordinate trainings (online/offline): introduction to products/services, ordering process, service request process, warranty policies. - Develop / adapt training materials (user guides, SOPs, short video/step-by-step instructions); collect feedback; provide post-onboarding support at 30–60–90 days. - Maintain a customer-facing knowledge base (FAQ, instructions, recorded webinars) in the DMS / customer portal. 3) Process and document flow optimisation - Draft, standardise, and regularly review SOPs / instructions / templates; implement checklists and quality control points. - Drive “paper → digital” transition: rollout of DMS / e-forms; keep responsibility matrices up to date. - Perform internal process audits for compliance with QMS, internal policies, and regulatory requirements. - Prepare process analytics: turnaround time (TAT), document completeness rate, SLA performance; propose improvement actions. 4) Processing and coordination of promotional materials - Plan, request, localise, submit for Legal / Compliance review, produce, and distribute promotional materials. - Ensure that all promotional activities comply with Ukrainian advertising law and internal policies governing interaction with the medical community. - Track and document circulation and use of materials: print runs, stock levels, transfer to events / field teams, and proper disposal according to procedure. - Prepare post-campaign reports: execution vs plan, reach / utilisation, and recommendations for optimisation. 5) Logistics of service tools - Coordinate the movement of service tools / kits / spare parts to and from field locations (including reverse logistics). - Maintain inventory and lifecycle records for tools (issuance/return logs, calibration, write-off). - Interact with couriers / warehouse; control delivery timelines, resolve incidents, minimise service downtime. - Ensure occupational safety, quality, and handling standards during transport and storage. 6) Hotline coordination - Receive customer calls / requests, perform initial qualification, log cases, and route them to responsible teams (Service, Ordering, Complaints). - Follow communication scripts and service standards; monitor response / closure times and follow up with the customer. - Maintain the operator knowledge base; participate in training and quality monitoring. 7) Complaint / claim handling support - Register, perform initial screening, and escalate cases on time according to QMS procedures. - Coordinate information and material collection (serial numbers, lot numbers, photos, supporting documents); liaise with QA/RA, Service, and Manufacturer. - Monitor timelines and status; communicate with the customer and Distributors (indirect channel). Candidate profile - Must Have - 2+ years of experience in an operations / process / service role in one of the following: healthcare / pharma / IVD / FMCG / logistics / telecom. - Hands-on experience managing contracts / document flow, coordinating approvals, and working with multiple stakeholders. - Experience in customer-facing or support roles (hotline / service desk / onboarding / front-office + back-office support). - Confident user of ERP / CRM / DMS systems (e.g. SAP / 1C, Salesforce, SharePoint / Confluence) and Excel / Google Sheets (expected level: formulas, pivot tables). - Understanding of QMS principles, compliance, and basic rules around promotion in healthcare. - Ukrainian – fluent. English – at least Pre-Intermediate (A2). Nice to Have - Work experience in IVD / medical devices / pharma (QA, RA, Service, Order Management). - Skills in process analysis, SOP / checklist development, and facilitation of workshops. - Basic understanding of legal requirements for advertising medical devices and personal data protection (GDPR / Ukrainian data protection law). Soft skills - Structured, detail-oriented, reliable. - Service mindset and strong communication skills (verbal and written). - Time management, prioritisation, ability to run multiple workstreams in parallel. - Maturity in handling confidential information and compliance-sensitive topics. Employment terms & compensation - Official employment under the Labour Code of Ukraine; probation period up to 3 months (subject to agreement). - Paid annual leave of at least 24 calendar days, and sick leave according to Ukrainian legislation. - Overtime is compensated only if agreed in advance and according to the Labour Code. - Remote work; work tools and equipment are provided according to company policy.