1+ months

Manager, GBS HR, Core Services, Regional Vendor Service Delivery

Pfizer's Enabling Functions Hubs serve to bring internal professional services such as Finance, HR, Digital, and Sourcing together into a consolidated and simplified shared services structure. Colleagues in the Enabling Functions Hubs execute end-to-end operational activities that can be standardized and scaled for greater enterprise synergies and effectiveness. The work managed from these hubs will evolve and expand over time as Enabling Functions continue to evaluate their go-forward delivery model. With an established community and evolving support model, Pfizer's Enabling Functions Hubs are dynamic and energizing places to work. Colleagues with diverse capabilities across multiple functions are co-located to facilitate greater colleague collaboration, new ways of working, and enhanced simplification through more integrated end-to-end solutions. Pfizer operates Enabling Functions Hubs in six strategic locations: Memphis, Tennessee, USA; Tampa, Florida, USA; San Jose, Costa Rica; Dublin, Ireland; Thessaloniki, Greece; and Dalian, China. Learn more and apply to join our team today at Careers.Pfizer.com


Reporting to the Director, GBS HR, Core Services, you will be responsible for managing the day-to-day work of the Pfizer HR Service Center's operations and hold IBM accountable for delivering operational excellence and best-in-class employee experience.


+ Acts as the principal point of contact for IBM for questions pertaining to Pfizer HR processes impacting front and back office services provided by the Pfizer HR Service Center ("Service Center").

+ Acts as the principal point of contact for Pfizer colleagues located in countries mapped to hub 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, conducts root-cause analysis and implements 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 HR processes.

+ Responsible for informing IBM of any changes to Pfizer global and regional processes impacting the operations of the Service Center.

+ Acts as a Liaison between the HR's Center of Expertise colleagues and IBM ensuring front and back office Service Center operations impacts are effectively addressed following the change of regional and global processes.

+ Measures and monitors the effectiveness of IBM operations for the Dalian hub using key performance indicators and drives continuous improvement projects.

+ Escalates significant issues impacting the Service Center's operational excellence to the Director, GBS HR, Core Services, Dalian and to the Manager, GBS HR, Core Services, Vendor Operations.


+ Bachelor's degree in Human Resources, Business Management, Organization Development, Management Information Systems, Information Technology or a related field.

+ Minimum of 3- 5 years project management or operations experience, with 1-2 years working in a service delivery/shared service environment.

+ Detailed understanding of HR business processes, HR programs & policies.

+ Good working knowledge of Workday.

+ Attentive to detail, sound professional judgment, a positive and infectious attitude, a continuous improvement and customer service mindset.

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.

Human Resources



Posted: 2021-01-18 Expires: 2021-03-19

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