Suzanne Hammer Email and Phone Number
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An accomplished leader and orchestrator of customer experiences and operations with global impact. Expertise lies in developing and streamlining operations within medical diagnostics industry. Proven ability to lead organizational and technology infrastructure growth and changes to establish a well-organized, productive support organization across multiple business units. Deep experience and understanding of technical implementations on business functions during change. Strong collaborator across local and global business functions resulting in successful strategies, processes and solutions. Excellent change management and leadership skills in small and large teams (250+), with demonstrated ability to engage professionals and maximize levels of productivity. Effective communicator, with emphasis on building strong relationships and teams.Specialties: Contact Center Operations, CRM, Customer Surveys, Service Plans, Focus Groups, Voice of the Customer, Change Leadership, Team Building, Personnel/Performance Management, Recognition/Incentive Programs, Project Management, Scheduling, Risk Assessment, Vendor Assessment and Management, Project Implementation, Needs Analysis, Request for Proposal, Service Proposals, Product Teams, Data Reporting, ISO 9001, FDA Quality Systems, GMPP, Quality Systems and Regulations, Continuous Improvement Teams
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Head Of People Support Solutions - AmericasRoche Jan 2020 - PresentSwitzerland 🇨🇭 , ChAs Regional Network Lead in the HR Support Solutions organization for the Americas, lead the Americas network working closely with other Regional Network Leads to ensure fulfillment of the global HR Support Solutions vision and strategy as well as quality and consistent service delivery. NAM and LATAM Country Leads in the region report to me and focus on leading operational excellence within the Americas. Act as Key Account Manager (KAM) for a functional, geographical, or divisional area of Roche.Contributor to the HRSS leadership team, who will lead the current organizational transformation as well as lead strategy evolution and future strategy definition for HRSS, aligned with the overall HR and Roche strategy. In addition, closely liaise with HR centers of excellence/chapters and HR Business Partners to ensure alignment with the broader HR function. Responsibilities of the Americas Network Lead include:· Leadership, People and Culture· Service Delivery· Manage all budgetary concerns for the region· Manage regional vendors as appropriate.· Key Account Management· Cross-Functional Collaboration
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Vice President North America Hr Shared Service CenterRoche Mar 2016 - Jan 2020Switzerland 🇨🇭 , ChResponsible for the accurate and timely delivery of core HR services to North America and Puerto Rico Pharma and Diagnostics employees (23k) across all business units and locations including direct responsibility for delivery of HR Services across the global HR servicing strategy. Collaborates with HR Business Partners, senior business leaders and various other internal stakeholders to address organizational and people-related challenges across the client groups and develop “end to end” solutions to complex business needs and provide strategic decision-making and planning, including the efficient and effective use of resources. Leads organization of (100+) human resource professionals responsible for the delivery of HR services. Creates and develops global processes, systems, and support that leads to a Shared Services experience that makes the lives of employees easier so they can focus on what they do best. Develops consultative, customer driven experiences and strategic value added activities, enabling the organization to achieve its mission. Accountable for the organization’s operational performance and maintaining a strong focus on metrics to understand the needs of employees and managers while collaborating with the Centers of Excellence (COEs) and HRBPs to further influence overall HR initiatives.
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Director Support Network Customer CenterRoche Aug 2011 - Mar 2016Switzerland 🇨🇭 , ChProfessional Support for Clinical Diagnostic Instrumentation
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Manager Technical Support CenterRoche Oct 2008 - Aug 2011Switzerland 🇨🇭 , Ch
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Manager Projects Customer CareRoche Jan 2008 - Oct 2008Switzerland 🇨🇭 , Ch
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Group Manager Customer CareRoche Feb 2005 - Jan 2008Switzerland 🇨🇭 , ChOversight of consumer and professional inbound Operations Management Staff. Plan and approve departmental personnel requirements, hire, train, coach, counsel, devleop and retain operations staff for technical support of medical diagnositc product and related CRM programs. Includes management of contracted centers. Review and direct performance, process and training as it relates to customer satisfaction, service levels, quality and regulatory compliance, and productivity to assure performance excellence. Understand strategic goals of stakeholders and develop, negotiate, and plan strategies to support business initiatives. Develop and drive culture committed to compliance, quality, and customer focus. Manage operations budget and allocations.
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Outbound Services ManagerRoche 2004 - Feb 2005Switzerland 🇨🇭 , ChManaged operational process for outsourced outbound contact center as well as pilot and start up business to business inside sales programs. Assess, identify and implement opportunities to improve and integrate consumer outbound services with inbound efforts. Drove and supported change leadership initiatives as they related to divisional strategies. Provided direct support, strategic planning, project coordination, systems integration, and process improvements for Marketing, management, and Director as it related to outbound services.
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Consumer ManagerRoche Diagnostics 1997 - 2001
Suzanne Hammer Skills
Suzanne Hammer Education Details
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Ball State University
Frequently Asked Questions about Suzanne Hammer
What company does Suzanne Hammer work for?
Suzanne Hammer works for Roche
What is Suzanne Hammer's role at the current company?
Suzanne Hammer's current role is Former Head of People Support Solutions - Americas (Retired).
What is Suzanne Hammer's email address?
Suzanne Hammer's email address is rs****@****ast.net
What is Suzanne Hammer's direct phone number?
Suzanne Hammer's direct phone number is +192573*****
What schools did Suzanne Hammer attend?
Suzanne Hammer attended Ball State University.
What skills is Suzanne Hammer known for?
Suzanne Hammer has skills like Process Improvement, Management, Crm, Project Management, Medical Devices, Strategy, Program Management, Strategic Planning, Training, Change Management, Leadership, Team Building.
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