Regional Vendor Service Delivery Professional
hace 1 día
About Us:
Pfizer's Colleague Services Global Business Services team is a dedicated and agile group of colleagues who think big and challenge the status quo. This role is part of the Core HR Services (CHRS) team, which strives to be colleague-centric with standardized processes and efficient operations.
We aim to drive business value through high-quality services and innovate within a culture that encourages continuous improvement and customer satisfaction. Our primary focus is on making work easier and faster so we can deliver breakthroughs that change patients' lives.
Your Role:
You will report to the Manager, Regional Vendor Service Delivery for Americas and support the day-to-day work of the Pfizer HR Service Center's operations in Manila, Philippines, and San Jose, Costa Rica. You will also hold the vendor (IBM) accountable for delivering operational excellence and best-in-class employee experience.
Your Key Responsibilities:
- Support IBM in answering questions about Pfizer Human Resources (HR) processes impacting front and back-office services provided by the Pfizer Colleague Service Center.
- Support Pfizer People Experience (Px) colleagues or Managers with respect to front and back-office services provided by the Service Center.
- Liaise with IBM to drive operational excellence ensuring accuracy, timeliness, and effectiveness of the services provided by the Service Center.
- In collaboration with IBM, conduct root-cause analysis and implement long-term solutions.
- Assist IBM in developing reference documentation to ensure a best-in-class employee experience by leveraging knowledge of the Pfizer business and regional Px processes.
- Coordinate change request implementations with IBM.
- Communicate changes to Pfizer global and regional processes impacting the operations of the Service Center.
- Escalate significant issues from Service Center process delivery with IBM management.
- Liaise with IBM to review DTPs for specific processes and recommend updates with process owners.
- Partner with IBM and/or associates to work White Glove treatment cases.
- Use Metrics to Liaise with IBM to drive operational excellence ensuring accuracy, timeliness, and effectiveness of the services provided by the Service Center and support Manager RVSDL in reporting activities.
Requirements:
- Bachelor's degree in Human Resources, Business Management, Organization Development, Management Information Systems, Information Technology, or a related field.
- Demonstrated experience managing projects.
- At least 2 years of HR operations experience.
- Previous experience working in a service delivery/shared service environment.
- Good understanding of HR business processes, HR programs & policies.
- Solid knowledge of Workday and desired Service Now case management knowledge.
- Language: English as a second language.
- Detail-oriented, sound professional judgment, good communication skills, problem-solving ability, impact analysis skill, positive attitude, continuous improvement mindset, and customer service orientation.
- Capacity and interest in measuring outcomes through metrics and stakeholder feedback.
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