Regional Contingent Labor Operations Lead

Regional Contingent Labor Operations Lead

Role Summary

The Sr. Manager Contingent Labor Operations Lead role is responsible for maintaining a culture of service excellence to clients and the Enterprise Services team through the provision of timely high quality valueadded internal and external services.

They are responsible for owning vendor relationships representing services internally to Pfizer stakeholder and overseeing operational metrics driving continuous service delivery improvement and defining the vision for program policies.

This colleague will have sole responsibility within the team as the owner of the Contingent Labor Program Operations Leadership for assigned countries in the EU. This includes operational oversight of Pfizers Managed Service Provider (MSP) Master Vendor and PreID Contingent Labor Solutions across the across priority countries in the EU including Belgium & Netherlands. In addition they will collaborate with Sourcing colleagues to evaluate opportunities for operational centralization and best practice implementation.

Other key responsibilities for this position include developing and implementing multiple processes methodologies tools and operating models e.g. process ownership models methodologies for achieving process transformation and sharing best practices metrics management approaches quality chargeback methodologies compliance and customer service delivery models for Contingent Labor.

This position will report solid line to Global External Workforce Program Director.

Role Responsibilities

Service Delivery Operations / Technology Management

• Manage and lead engagement with 3rd party vendors in the of customerfacing vendor operations relating to Pfizers Contingent Labor Programs.
• Collaborate with internal stakeholders (e.g. business units IT teams) to understand their service needs and requirements and to ensure that service delivery meet their expectations
• Lead the implementation of new sourcing tools and technologies such as esourcing platforms and supplier management systems and provide insights on their effectiveness and usage

Vendor Relationship Ownership

• Lead the identification of potential suppliers for service delivery operations and ensure that they meet the companys procurement criteria
• Manage vendor teams to ensure that they meet their contractual obligations and that the company receives the expected level of service
• Engage with vendors to measure vendor performance to ensure that they are meeting agreedupon service levels
• Lead the development & implementation of vendor management policies and procedures and ensuring that they are followed by all relevant stakeholders
• Responsible for tracking vendor performance metrics such as ontime delivery quality and cost and worked with vendors to continuously improve their performance
• Lead risk assessments involving identifying potential risks associated with working with thirdparty vendors and developing strategies to mitigate these risks

Business Partner Relationship Management & Service Awareness (Marketing)

• Lead the development of standardized operating procedures for endto end service delivery
• Lead the development and of marketing campaigns to promote enterprise services resulting in increased brand awareness and new business leads
• Responsible for working closely with other departments such as legal Sourcing and IT/Digital to ensure that vendor management processes are integrated with overall business processes
• Provide guidance for building material for training and reference purposes across process flows and tools People Management & Development where applicable
• Own and manage the team of staff or outsourced vendor to manage and monitor all elements of operations
• Oversee trainings and support to other employees involved in vendor management processes to ensure that they understand their roles and responsibilities

Service Delivery

• Typically provides support to predominantly strategic activities
• Typically provides support to activities of medium operational criticality of services
• Typically has nonPfizer stakeholder management responsibilities
• Typically manages a 3rd party vendor portfolio of 5 vendors
• Typically has business stakeholder relationship ownership responsibilities
• Typically manages business stakeholder relationships of high or medium complexity

Basic Qualifications

• Minimum of bachelors degree in Business Computer Science MIS Operations & Supply Chain Management or a related discipline
• Familiarity with Business support software
• Experience of leading market research for identification of potential suppliers for service delivery operations
• Experience of implementing sourcing tools and technologies such as esourcing platforms and supplier management systems
• Ability to independently develop standardized operating procedures for endto end service delivery
• Ability to collaborate with and influence crossfunctional leaders
• Experience in identifying process improvement opportunities
• Experience of building training material across process flows and tools
• Strong business operations acumen
• Highly detail oriented with an ability to produce highquality timely outcomes
• Flexible to changing priorities and comfortable in a fastpaced dynamic environment
• Strong stakeholder relationship building abilities negotiation & influencing skills
• Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers develop and coach others oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.

Experience

• Typical Years of Experience: 8 years of experience in given service discipline 6 years for MBA/MS)
• Experience with vendor technology solutions
• Experience in supporting risk & compliance management
• Experience in supporting client relationship management leadership and customer service in a technological context
• Track record of performing business partnerships & delivering value to clients
• Experience performing client expectation management

Knowledge

• Supplier management skills
• Knowledge of customer service skills including professionalism reliability speed of delivery and responsiveness
• Strong knowledge of process flows and tools
• Knowledge of key risks associated with working with thirdparty vendors and approach to develop strategies to mitigate these risks
• Knowledge of service resource / capacity planning
• Management of highperforming delivery teams
• Problemsolving skills
• Vendor outsourcing and 3rd party management skills

Preferred Qualifications

• MBA or Masters degree in strategy management or related field is a plus
• Preferred licenses or certifications: CCWP ITSM PMP LEAN CAPM
• Similar procurement/Sourcing/Vendor Operations Management experience with similar Bluechip organization

Pfizers aim is to provide equality of opportunity in the recruitment process by avoiding any bias or potential discrimination on any grounds including (but not limited to): sex age race religion or belief sexual orientation or disability. At Pfizer we are creating an organization and promoting a culture that respects each individuals unique character and life experiences and reflects the diversity of our society customers and markets. We will achieve this through fostering and sustaining an environment in which every colleague feels valued and supported.

Disability Inclusion

Our mission is unleashing the power of all our people and we are proud to be a disability inclusive employer ensuring equal employment opportunities for all candidates. We encourage you to put your best self forward with the knowledge and trust that we will make any reasonable adjustments to support your application and future career. Your journey with Pfizer starts here!