ROLE SUMMARY
The Subject Matter Expert is a key role within the Global Operations Services Centers (GOSC) organization, accountable for the end‑to‑end delivery and performance of in-scope activities across assigned service areas (Process SME) or markets (Delivery SME). Both roles act as the Subject Matter Expert and primary point of contact for GOSC, ensuring high‑quality, reliable data services that support commercial and marketing operational activities such as reporting, sales force enablement, e‑permissions, and incentive calculation. Process SME is the SPOC for core service areas of GOSC and drives expertise in terms of stakeholder management, knowledge management, operational excellence, service transitions, and continuous improvement. The Delivery SME will drive the implementation and sustainment of service delivery model enabling scalable, compliant, and efficient global service delivery.
ROLE RESPONSIBILITIES
Both roles have common process excellence responsibilities listed below:
- Drive, implement, and fulfil process excellence initiatives for in‑scope services, including standardization, optimization, and automation.
- Cooperate with key stakeholders on global standardization, optimization, and automation initiatives across Global Operations.
- Ensure desktop procedures and process documentation for data and transactional processes are accurate, complete, and kept up to date.
- Act as SPOC for global project, lead the transformation on behalf of GOSC LT.
- Lead and support service transitions, including onboarding of new services and geographical expansions.
- Ensure effective knowledge transfer and service readiness during transitions and change initiatives.
Process SME - Service Ownership
- Act as the GOSC point of contact for assigned service area representing Global Operations in all in‑scope discussions.
- Serve as the recognized Subject Matter Expert for assigned service area, providing guidance and expertise to GOSC team members.
- Manage relationships with Internal or external stakeholders and vendors for assigned service.
- Act as service vertical expert in discussions related to processes, issues, and changes with team leaders and service vertical teams.
- Leads process improvement and service transition initiatives across GOSC centres to drive efficiency, compliance, and cost savings.
- Share best practices and knowledge across the Global Operations Services Center team.
- Deliver reporting and analytics to COE colleagues and other external teams in line with agreed requirements.
- Coordinates and oversees the execution of transitions, ensuring minimal disruption and successful knowledge transfer.
- Engages with key stakeholders to build alignment and secure support for global initiatives and COE activities.
Delivery SME - Service Delivery
- Ensure timely and successful delivery of both insourced and outsourced activities, following SLAs, guidelines, and timelines.
- Engage with selected countries for all in‑scope services in collaboration with GOSC Delivery lead.
- Propose and deliver solutions to operational, data, or service‑related issues; support complex market requests and escalations as needed.
- Act as point of contact for vendor delivery related to services in scope.
- Monitor team & vendor performance, ensure KPIs are met, and track worklogs in the workflow management tool.
- Manage capacity and demand, in collaboration with delivery lead, highlighting risks and opportunities
- Coordinate with PE lead and Process SMEs to operationalize new transitions and intended process changes
- Responsible for operational readiness for transitions of new services and expansions.
- Adapts global standards shared by SMEs to fit team context
- Cooperate with Process SMEs with challenging market requests or issue escalations as needed
BASIC QUALIFICATIONS:
- Bachelor's degree with 5-8 years of experience in Service delivery, Shared service delivery or Sales operations
- Deep operational experience working within GOSC or other shared service centre.
- Proven high-quality delivery on assigned services and process improvement
- Business acumen, full-service catalogue GOSC service catalogue, BaU know-how and good understanding of delivery models
- Strong stakeholder management and communication skills across diverse geographies and cultures.
- Strategic mindset and ability to identify and drive opportunities to optimize delivery and E2E processes
- High level of independent and service-oriented working attitude
- Able to identify and drive process standardization & optimization
- Able to demonstrate strong analytical and quantitative skills
- Strong writing, presentation and influencing skills in English
Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.
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