Commercial Operations Lead

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. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

Job Title: Commercial Operations Lead

Job Location: Delhi/Mumbai//Bangalore

About the Role

• Roche's market leadership depends on flawless execution of our commercial strategy across India. This role drives operational excellence and accountability across our 150+ commercial professionals (face-to-face and digital channels) to consistently deliver against defined KPIs and commercial standards.

• You will act as a thought partner to sales leadership, identify execution barriers, coach teams to close gaps, and ensure our commercial organization operates with precision and discipline.

Key Responsibilities

Business Partnering

• Partner with commercial functions (Customer Engagement Organisation, Disease Area Leaders) to identify gaps and implement plans to close patient & business value (NPTs, Leads, sales performance KPIs) and execution related gaps (coverage, conversion, call quality, manager working)

• Track performance metrics versus established KPIs, including call frequency, reach among unique customers, digital touchpoint effectiveness, and competitive share of voice

• Track trends, highlight underperformance, and recommend operational improvements

• Pinpoint operational deficiencies and implement plans in partnership with Cluster Leaders and commercial teams to drive corrective actions

• Partner with Customer Engagement Head and Cluster Leaders to drive behavioral accountability

• Escalate systemic barriers (process, capability, resource) to Customer Engagement Head and Cluster Leaders

• Jointly accountable with Cluster Heads to achieve execution KPIs

Business Projects

• Drive transformation projects across business, technology, analytics such as sales and CRM system enhancements, process automation

SFE Analytics

• Design, optimize, and execute SFE frameworks that empower customer-facing teams to maximize productivity, and drive customer engagement

• Build, maintain, and enhance SFE dashboards and performance metrics in collaboration with global and local BI/IT teams

• Drive adoption of omnichannel customer engagement tools and integration of digital touchpoints into daily field workflows

• Partner with the digital/IT teams to continuously refine CRM features, data quality, and user experience for the commercial team

• Work closely with Insights team to establish standard business review a d rigor across clusters

• Optimize account assignment and territory allocation to maximize coverage and productivity

• Coverage & Frequency Strategy: Define and govern customer segmentation (A/B/C or priority tiers), establish coverage and frequency norms, monitor adherence to frequency strategy

• Execution Governance: Define minimum calls per day hygiene norms, geographic spread of customer within territory (HQ/Ex-HQ/OS), Monitor route efficiency, time spent in outstation markets, monitor call quality and insights reported

• Sales Performance Analytics & Reporting: Design and manage SFE dashboards, Track YTD, MoM, and trend performance, Provide actionable insights for leadership and sales managers, Identify early warning signals and performance risks

• Any other SFE analytics projects as per business requirement

Reporting and Team

• Reports to: Customer Engagement Head

• Team: India Commercial Engagement Leadership. 

• Span of Influence: 150+ commercial professionals across face-to-face and digital channels

Requirements

• 8-12 years of experience in SFE, Commercial Excellence, commercial field operations, sales management, or field force execution at scale

• Demonstrated success driving operational rigor and accountability in large teams (50+ people)

• Strong coaching and influence skills—able to challenge senior leaders and drive behavioral change

• Experience with KPI monitoring, performance management, and execution accountability

• Comfort with data analysis and metrics-driven decision making

• India market experience or proven ability to operate in complex, fragmented markets

• Track record of improving operational metrics and team performance

What We're Looking For

• Operational excellence mindset—you drive execution and hold teams accountable

• Someone who can meet leadership at eye level, collaborate and influence; and drive needed change

• Systems thinker—you identify root causes of performance gaps and fix them

• Coach and communicator—you build capability in others through clear feedback and support

• Ability to influence without authority

• Strong strategic and analytical skills

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.