Colleague Services Centralized Services Lead
Colleague Services Centralized Services Lead
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Job Description
ROLE SUMMARY
The Colleague Services Centralized Services Lead provides leadership for the delivery of those truly global CS processes with minimal regional/country nuances*. Within the scope as defined in the CS playbook these processes include global hiring onboarding colleague and job data changes EIBs global reporting as a service vendor management as a service global separations time and attendance and service delivery aspects of the annual compensation cycle. *Although the processes are global/ centralized the colleagues delivering these processes could be located at any/ all of the Service Delivery hubs worldwide.
The Colleague Services Centralized Services Lead drives strategic excellence while ensuring exceptional colleague experiences in the delivery of these processes and maintains quality standards across all processes to meet and exceed service and compliance outlooks. In the delivery of these processes the Colleague Services Centralized Services Lead provides multi-tier support serving over 80000 colleagues around the globe for colleagues at all levels and in all of Pfizers markets worldwide including key PGS manufacturing sites R&D colleagues and the Commercial organization in a variety of languages and on a variety of platforms. The delivery of GBS Colleague Services is highly impactful complex and multi-faceted and includes frequent transactions for Executive Level colleagues as well as the delivery of organizational transformation/severance projects and collaboration across many considerations include supporting the Global SD organization in meeting the needs of Works Councils unions and further multiple stakeholders within the business as needed. As defined by the in-scope centralized processes the Colleague Services Centralized Services Lead will be required to closely partner with the GPL Optimization team in the recommendation of optimization opportunities to deliver a more effective and efficient service and in the uptake of standardization and optimization initiatives innovation and governance.
The role will be expected to influence senior management decisions that have impact on business direction. Some of these decisions have long-term business unit impact and may entail risk or business opportunity. This role will promote Pfizers Purpose Values and the GBS culture engaging and leading a team of qualified and diverse CS colleagues at all levels.
ROLE RESPONSIBILITIES
Colleague Services Delivery
The role is responsible for leading and driving end-to-end Colleague Services delivery for these centralized processes in a metrics focused compliant manner while achieving or surpassing our SLAs.
Responsible for achieving best-in-class metrics in service delivery performance.
Where the Pfizer Colleague Service Center (PCSC) is engaged in the processes this individual will be responsible for ensuring high standards of delivery and alignment with global practices and processes.
Oversee the implementation tracking and management of internal and service vendor KPIs. Manage tiered market regional and global third-party vendor governance model to ensure excellence and delivery of key metrics. Point of escalation for critical issues ensuring timely and quality resolution.
Accountable for execution of CS internal and external controls and compliance including point of contact for internal and external audits all CS-related SOX compliance internally and for service delivery vendors in addition ensuring that Global Controls and SOPs are followed and regional / country Work Instructions are maintained updated as needed and followed.
CS Service Delivery Team Management
Lead a team of CS colleagues in the delivery of globally centralized CS processes including global hiring onboarding colleague and job data changes EIBs global reporting as a service vendor management as a service global separations time and attendance within the scope as defined in the CS operational playbook. This team will include both internal Pfizer colleagues and will guide execution by an outsourced service partner.
Responsible for the CS Centralized Service Delivery Teams recruitment onboarding training and development performance management engagement and team quality according to Pfizers Purpose and Values and in support of Global Business Services objectives.
Create a culture focused on data driven decision making continuous improvement automation compliance vendor accountability and quality focused on measurable outcomes and improvement and partnership with those teams that enable optimal service delivery.
Stakeholder Management
Responsible for relationship management with key stakeholders in PX Executive Compensation Executive Office Commercial PGS Digital Tax Audit/Compliance Finance and Treasury identifying areas for process and service delivery improvements.
As an active member of the Global Advisory Council provide updates on key Service Delivery related metrics and influence the strategic direction of Colleague Services Delivery for globally centralized processes.
Enablement Collaboration
Ensure optimal Colleague Experience with GBS CS through execution measurement and optimization (in partnership with the GPLs and Technology Teams) of Portal (FUSE) and Case Management (Service Now) and HRIS (Workday) technology.
Responsible for execution of global Colleague Services optimization and standardization initiatives as defined by the GPLs contributing to overall CS process innovation across all regions.
BASIC QUALIFICATIONS
Bachelors degree in Finance Accounting Human Resources or related field required
12 years of experience in colleague services delivery payroll accounting or human resources including at least 5 years of team management
Demonstrated experience in leading a high-performing team in a matrixed regional / global environment; ability to work with and engage key internal and external stakeholders engage team members and senior leadership and manage third-party providers
Demonstrated successful third-party vendor governance and relationship management in Colleague Services payroll HCM or other HR services
Strong coaching and colleague development experience
Ability to resolve escalated issues and problems quickly and independently with both internal and external stakeholders and third-party vendors
Track record of results in a complex global environment with delivery of impactful continuous improvement projects process optimization and new market/vendor payroll implementations
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.
PREFERRED QUALIFICATIONS
Masters degree in business or related field preferred
Experience with Workday ADP Kronos and other common outsourced payroll / time & attendance products
Experience leading / managing vendor implementations continuous improvement operating model transformation and operations optimization
Experience managing a team in a regional / clustered Colleague Services or global business service centers
NON-STANDARD WORK SCHEDULE TRAVEL OR ENVIRONMENT REQUIREMENTS
Ability to work in a global work environment which may require conference calls and work outside of local working hours.
Travel including international travel up to 20%
Other Job Details:
Last Date to Apply for Job: June 6 2025
Additional Location Information: Tampa FL; New York NY
Work Location Assignment:Must be able to work from assigned Pfizer office 2-3 days per week or as needed by the business
Relocation assistance may be available based on business needs and/or eligibility.
Sunshine Act
Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care providers name address and the type of payments or other value received generally for public disclosure. Subject to further legal review and statutory or regulatory clarification which Pfizer intends to pursue reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse your name address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter please do not hesitate to contact your Talent Acquisition representative.
EEO & Employment Eligibility
Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race color religion sex sexual orientation age gender identity or gender expression national origin disability or veteran status. Pfizer also complies with all applicable national state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer. This position requires permanent work authorization in the United States.
Employment Type
Full-Time
