Overview
Job Location:
Costa Rica – Escazu
Why Patients Need You
Pfizer’s Colleague Services Global Business Services (GBS) team is comprised of dedicated, solution oriented and agile colleagues who think big and challenge the status quo. This role is a part of the Core HR Services (CHRS) team. CHRS aspires to be a colleague centric organization with standardization & process efficiency embedded as part of it’s operating model, while driving business value through the highest standards of quality & time. We are driven by innovative culture mindset framework while building a strong, committed, and talented team. Our driving focus is to make work easier and faster so we can deliver breakthroughs that change patients’ lives.
What You Will Achieve
Reporting to the Manager, Regional Vendor Service Delivery for Americas you will be responsible for supporting the day-to-day work of the Pfizer HR Service Center’s operations located in Manila, Philippines and San Jose, Costa Rica and hold the vendor (IBM) accountable for delivering operational excellence and best-in-class employee experience.
How You Will Achieve It
- Support IBM for questions pertaining to Pfizer Human Resources (HR) processes impacting front and back-office services provided by the Pfizer Colleague Service Center (“Service Center”).
- Support Pfizer People Experience (Px) colleagues or Managers with respect to front and back-office services provided by the Service Center.
- Liaises 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.
- Assists IBM in the development of reference documentation ensuring a best-in-class employee experience by leveraging knowledge of the Pfizer business and regional Px processes.
- Responsible to coordinate change request implementations with IBM
- Communicate changes to Pfizer global and regional processes impacting the operations of the Service Center.
- Escalates with IBM management significant issues that comes from Service Center process delivery.
- Liaises with IBM to review DTPs for specific processes, recommends review and updates of DTPs with process owners and informs IBM of the up-to-date versions.
- Partner with IBM and/or associates to work the 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.
Must Have
- Human Resources, Business Management, Organization Development, Management Information Systems, Information Technology or a related field studies
- Demonstrated experience managing projects
- 2 +years HR operations experience
- Previous experience of 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 communications skills, problem solver, impact analysis skill, a positive and infectious attitude, a continuous improvement and customer service mindset. Capacity and interest in measuring outcomes through metrics and stakeholder feedback.
Work Location Assignment: Flexible
Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.
People Experience