Associate, Enterprise Records & Information Management
PfizerAbout the role
ROLE SUMMARY
The Service Delivery Associate role is responsible for delivering on a culture of service excellence to clients through the provision of timely, high quality, value-added internal and external services. They are responsible for monitoring and providing support for the department’s mailbox, addressing customer questions, administrative tasks, partnering with vendors, representing services internally to Pfizer stakeholder and overseeing operational metrics, driving continuous service delivery improvement, and defining the vision for program processes.
ROLE RESPONSIBILITIES
Service Delivery
Provide support to predominantly operational activities
Provide support to activities of medium operational criticality of services
Provides support for customers for all records management needs including guidance, training and tools for archiving and retrieving physical (hard copy) and electronic records
Provide quality review checks of data within our eRIM core systems
Monitor and manage the eRIM mailbox to support customer inquiries
Business Partner Relationship Management & Service Awareness
Build fundamental knowledge and understanding of the standardized operating procedures for end-to end service delivery.
Build an understanding of cross-functional engagement with departments such as legal, procurement, and IT, to ensure that vendor management processes are integrated with overall business processes.
Vendor Relationship Support
Understand engagement with 3rd party vendors in the execution of customer-facing vendor operations relating to Records Management
Support tracking of performance to ensure vendors are meeting agreed-upon service levels.
Build an understanding of the vendor management policies and procedures.
Contribute to tracking of vendor performance metrics such as on-time delivery, quality, and cost, and worked with vendors to continuously improve their performance.
Escalate vendor issues or concerns appropriately through chain of command.
BASIC QUALIFICATIONS
Bachelor’s degree in Business, Computer Science, MIS, Operations & Supply Chain Management, or a related discipline; OR Associate's degree with four years of relevant experience; OR Six years of relevant experience with a high school diploma or equivalent
Familiarity with Business support software, including Central Index of Company Records (CICR), Document Long Term Storage (DLTS), and ITIL disciplines
Strong business operations acumen
Highly detail oriented with an ability to produce high-quality, timely outcomes
Flexible to changing priorities and comfortable in a fast-paced dynamic environment
Strong stakeholder relationship building abilities, negotiation & influencing skills
Ability to build training material across process flows and tools
Knowledge
Knowledge of customer service skills including professionalism, reliability, speed of delivery, and responsiveness
Vendor outsourcing and 3rd party management skills
Basic knowledge of process flows and tools
Knowledge of vendor performance metrics and associated service levels
Basic understanding of vendor management policies and procedures
Other Job Details:
Last Date to Apply for Job: October 9, 2024
Work Location Assignment: Hybrid. Must be able to work from assigned Pfizer office 2-3 days per week, or as needed by the business.
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