Manager, External Workforce Operations

Use Your Power for Purpose

The Business Performance Services (BPS) department within GBS Enterprise Services was created to deliver services internally to Pfizer colleagues and divisions that help create room for meaningful work.  By delivering our services with high performance against the Five Points of Value (i.e. optimal cost, quality, compliance, client experience, and business impact), we help colleagues spend more time focusing on their missions; all in support of breakthroughs that change patients’ lives.  The services our team delivers include, data analytics, translations services, creative, training & development, contingent labor, et. al.  We have a variety of vendors who provide these services; however, we have an opportunity for more formal, aligned, disciplined, and governed management of their performance and strategic alignment with the business in order to execute.

The Manager, External Workforce Operations is responsible for supporting external workforce program management activities globally.  This includes operational oversight of Pfizer’s Managed Service Provider (MSP), Master Vendor(s), and external workforce Solutions in the US and exUS markets. In addition, they will collaborate with the broader external workforce team to support vendor management system implementation, deliver key metrics and drive continuous improvement initiatives globally.

This role is crucial in providing operational support and oversight and ensuring the effective management of Pfizer's external workforce operations. It enables the team to prioritize strategic expansion initiatives and achieve cost savings, while advancing continuous improvement efforts within active external workforce markets.

This position will report solid line to the Director, Global External Workforce Program.
 
What You Will Achieve
Service Delivery Operations / Technology Management

• Serve as the operational lead for day-to-day external workforce program management activities
• Act as a key point of contact for issue resolution, escalations, and stakeholder support related to contingent workforce processes
• Partner with HR, Procurement, Legal, and Digital functions to ensure seamless BAU execution
• Identify gaps and opportunities in existing processes and collaborate with the EW team and MSP to implement enhancements
• Contribute to change management efforts related to new tools, processes, or governance updates
• 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
• Provide regular coaching and direct support to enable a world class client experience
• Promote an ongoing commitment to continuous improvement and a culture of innovation
• Monitor and support resolution of high-risk or complex HR/ER workforce issues
• Ensure timely resolution of client escalations, consulting with Legal, Security, Compliance, etc.

Reporting and Analytics

• Review operating reports and activity metrics to understand trends and bottlenecks
• Collaborate with the broader global team to deliver key metrics, support global continuous improvement, and implementation initiatives
• Analyze program data to identify trends, risks, and opportunities for continuous improvement
• Prepare executive dashboards, presentations, and summaries to inform leadership decision-making
• Oversee operational metrics, utilizing data-driven strategies to monitor performance and implement enhancements.

Vendor Relationship Ownership

• Develop strong relationships with the MSP delivery team and their regional account leadership
• Ensure MSP is adhering to the terms of their agreement (SLAs, KPIs, etc.)
• Keep the MSP aligned to Pfizer’s global program roadmap and objectives at all time
• Manage and lead engagement with 3rd party vendors in the execution of customer-facing vendor operations relating to Pfizer’s Contingent Labor Programs.
• Engage with vendors to measure vendor performance to ensure that they are meeting agreed-upon service levels
• Lead the development & implementation of vendor management policies and procedures and ensuring that they are followed by all relevant stakeholders

Business Partner Relationship Management & Service Awareness (Marketing)

• Lead the development of standardized operating procedures for end-to end service delivery
• Partner with Client Engagement & Adoption Team to develop and execute marketing campaigns to promote 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