CS Global Business Market Lead

ROLE SUMMARY

The Global Business Market Lead is integral to the GBS Colleague Services Governance acting as a key liaison between the Colleague Services (CS) Service Delivery Teams and PX Leadership.

In this role the Global Business Market Lead and their team represent all CS Service Delivery across the enterprise. They establish stakeholder relationships with clearly defined roles and responsibilities manage governance execution through regional and country-based service delivery calls and has responsibility for the escalation management process.

The Global Business Market Lead collaborates with Regional Service Delivery Leads and the Centralized Services Lead on Colleague Life Cycle activities (after onboarding) as defined in the CS Operational Playbook providing multi-tier HR support for over 80000 colleagues worldwide.

This role requires a seasoned leader with extensive business acumen deep understanding of HR processes and experience in People Experience and/or Global Business Services organizations as well as Stakeholder management.

As this position involves close interaction with senior stakeholders the lead will be required to provide market insights that influence business direction decisions. Many of these decisions will have long-term implications for the business unit and may involve potential risks or opportunities.

Additional considerations include relations with Works Councils unions and multiple stakeholders within the business as applicable.

This role will promote Pfizers Purpose Values and the GBS culture engaging and leading a global team of qualified and diverse CS colleagues at all levels.

The Market Business Lead will have the accountability for the execution of the Governance Model at all levels Global Regional and Country.

ROLE RESPONSIBILITIES

Stakeholder Management

• Primary contact person for key stakeholders of GBS Colleague Services
• Utilizing data and metrics to tell the GBS story and build partnerships and trust with key stakeholders. They will act as a conduit between these stakeholders and CS while keeping them informed of the key metrics KPIs and prioritized initiatives capturing their feedback suggestions and managing expectations as needed.
• In partnership with the business this role is responsible for handling escalations identifying areas for process and service delivery improvements as well as educating the business on GBS CS processes scope and ways of working.
• As the leader of the Regional Advisory Committee the Business Market Lead will facilitate the Regional Advisory Committee this role they will provide updates on crucial Service Delivery metrics and share the strategic direction of Colleague Services Delivery.

Business Market Partners Team Management

• Leading the team of Business Market Partners based within regional strategic locations while working closely with a designated Business Unit.
• Responsible for the Business Market Partners 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 compliance focused on measurable outcomes and improvement and partnership with those teams that enable and execute optimal service delivery.

Enabling Collaboration

• Contributing to overall CS process innovation across the globe by working closely with the Global Process Leads (GPLs) and the Service Delivery leaders to achieve operational excellence.
• Ensuring optimal Colleague Experience with Colleague Services through execution measurement and optimization (in partnership with the GPLs and Technology Teams) of Portal (FUSE) HR Case Management (Service Now) and HRIS (Workday) technology.

BASIC QUALIFICATIONS

• Bachelors degree in Human Resources Business Administration or related field required
• 8 years of experience in shared services 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
• Exceptional problem-solving and analytical skills excellent communication and interpersonal skills and coaching and colleague development experience
• Demonstrated ability to work collaboratively with various stakeholders to ensure timely and effective resolution of escalated issues
• The ability to utilize data in storytelling to help partners understand CS how the teams are performing the focus on improvements and how their feedback is being addressed in the overall prioritization
• Ability to resolve escalated issues and problems quickly and independently with both internal and external stakeholders
• Track record of results in a complex global environment with delivery of impactful continuous improvement projects and process optimization
• 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 Service Now HR Case Management and other common HR technology and/or platforms.
• Experience leading / managing projects with demonstrated results in vendor implementations continuous improvement operating model transformation and operations optimization
• Experience managing a team in a regional / clustered payroll HR or other global business service centers
• Self-starter and ability to deal with ambiguity

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 day to apply: September 12 2025

Relocation assistance may be available based on business needs and/or eligibility.