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Global Process Optimization Manager, Gbs Cs, Core
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Job Description
Core HR Services is a part of Pfizer’s Global Business Services (GBS) and Transformation group. It is responsible for the design and execution of core HR global processes administration for the full employee lifecycle, excluding recruitment and onboarding. Additionally, Core HR Services is responsible for the delivery of the full employee lifecycle service support from a Business Process Outsourcer (BPO). Core HR Services will operate out of Regional Service Centers for excellence (quality, efficiency, effectiveness and impact).
ROLE SUMMARY
The Global Core HR Process Optimization Manager will enable a best-in-class employee experience by providing experience design and process optimization expertise to a team responsible for global core HR administration processes design and implementation. In this role you will partner with a team of diverse and qualified regional process experts, who will enable the delivery of high-quality and proactive services to our colleagues out of our GBS Regional Service Center or implemented by the Business Process Outsourcer. This role will work closely with the site leads along with the Global IBM Lead and Regional Core HR Process Leads to drive consistency across Regional Service Centers and provide a seamless experience for all Pfizer colleagues.
ROLE RESPONSIBILITIES
- Identify, Prioritize and Drive Global CHRS Processes optimization and standardization initiatives.
- Own, update and provide guidance on the Core HR Services Service Catalog, as well as update the GBS Playbook for CHRS.
- Track and audit global process operations for excellence (quality, efficiency, effectiveness and impact); including reviewing process standards, volumes of operation and staffing.
- Define and agree on processes SLAs, OLAs and operating metrics with support of HR strategy.
- Serve as the lead point of contact with critical stakeholders for Global cyclical activities (global COEs, Senior Leaders) ensuring global readiness for upcoming cycles; process improvements and third party vendor readiness.
- Partner with the regional Core HR Services organization that works in the overall context of Pfizer’s Global HR Service Delivery model
- Maintain existing global standardization and govern future standardization; while incorporating input from other Colleague Services teams to prioritize and deliver enhancements, which optimize benefits for and across multiple functions.
- Partner with regional leadership and regional process stewards to work collaboratively within an integrated global framework to lead and govern regional process changes and issues while maintaining global standardization.
- Implement all process re-engineering of functional requirements to achieve the process improvements needed to satisfy evolving customer needs.
- Own and oversee the Change request impact assessment process for the CHRS teams.
- Ensure the Global Process team is focused on priorities through activity-based metrics which demonstrate continuous improvement and provide a competitive advantage to the various businesses.
- Measure the effectiveness of global processes using Key Performance Indicators and other performance measures.
- Form and engage in deep partnerships across the GBS and Colleague Services leaders, to understand colleague future needs and develop an integrated service delivery strategy.
BASIC QUALIFICATIONS
- Minimum of 5 years of HR functions, employee experience, process design, project management and/or operations experience, a minimum of 2 years of HR service delivery
- Bachelor’s degree in Human Resources, Business Management, Organization Development, Management Information Systems, Information Technology or a related field.
- Detailed understanding of HR business processes, data access stewardship, HR programs & policies and service delivery
- Ability to provide guidance to ensure the regional process leads effectively, accurately, and consistently applies process standards
- Proven background and hand-on experience in customer experience; process and continuous improvement methodologies
- Strong coaching and consulting skills and ability to influence decisions to a positive business outcome
- Ability to work across business units and geographies and service colleagues across the region.
- Demonstrated strategic and analytical thinking skills; ability to translate strategy to a tactical, executable level
- Experience leading multiple projects concurrently, demonstrating a pragmatic approach and results orientation.
- Ability to resolve escalated issues and problems quickly, efficiently, and independently.
- Excellent verbal and written communication skills, proficient in English.
PREFERRED QUALIFICATIONS
- Experience working with global HR service centers, transitioning work from HR to a centralized shared services team.
- Experience working with HR enabling technologies including call center and case management tools. Workday and ServiceNow / SalesForce experienc
