Business Process Specialist

Business Process Specialist (Diagnostics Division)

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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.

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 counter parties' 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…