Senior Manager – External Workforce Operations (EMEA)

HOW YOU WILL IMPACT

The Pfizer contingent workforce program is currently undergoing an exciting global transformation! Over the course of the next 18-24 months, through a centralized global governance model, we will deploy a globally configured VMS tool, harmonized workforce practices, and key strategic partnerships with MSPs, Master Vendors, and Preferred Suppliers. This newly created position will be a critical contributor to the ongoing transformation efforts, providing on-ground support and cultural expertise to help us drive change and promote program adoption during the project. Once deployed, the Sr. Manager will become responsible for the successful delivery of contingent workforce services to Pfizer client groups across Europe. Primary in-scope countries include Belgium, Ireland, UK, Italy, and the Netherlands. EMEA countries which may come under management in the future include Germany, Austria, and Sweden.

HOW YOU WILL CONTRIBUTE

During the program deployment you will provide flexible support across all major workstreams to help the team achieve their deliverables and protect the project schedule. You will be a critical resource to the Global Program Director, including but not limited to: 

Provide country specific knowledge to help shape and guide our:

Approach to change

Global policy creation

Configuration of the VMS tool

Selection of MSPs, Master Vendors, and Preferred Suppliers

Fully engage on current-state discovery and future-state design for EMEA region

Provide critical on-ground support for all EMEA change management activities

Promote the new program to our stakeholders and triage client concerns back to project team

Provide direct support during program go-live and hyper-care phase

After program deployment you will be responsible for managing the day-to-day relationship and delivery outcomes of the [contingent workforce] Managed Service Provider (MSP) supporting the EMEA region.

To this extent you will:

• 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
• 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.)
• Review operating reports and activity metrics to understand trends and bottlenecks
• Participate in quarterly business reviews
• Help identify and quality new suppliers, in collaboration with Pfizer Strategic Sourcing
• Participate in supplier scorecards and optimization planning with the MSP and Strategic Sourcing
• 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.
• Keep the MSP aligned to Pfizer’s global program roadmap and objectives at all time

The Sr. Manager will be a key player in the global governance model, including but not limited to:

• Conducting regular audits of the regional program operations (transactions, invoices, data)
• Ensuring the highest level of compliance with all local laws and employment regulations
• Monitoring high-risk vendors or workforce situations, escalating to Program Director as needed
• Utilizing performance improvement and/or risk mitigation plans as necessary (vendor level)
• Stay in tune with changes to local laws which may impact the program
• Inform and consult with the Global Program Manager accordingly

The Sr. Manager is the face of a global program on a local level, tasked with understanding the business and ensuring that delivery is fit-for-purpose and adapting, as necessary. Customer engagement activities include but are not limited to:

• Develop relationships with key stakeholders and client groups within the EMEA region (site leads, managers, etc.)
• Anticipate customer needs and ensure that they receive the best possible service from providers
• Identify customer problems and coordinate with the best resources to deliver solutions
• Regularly assess and respond to client education and training requests
• Partner with MSP, Legal, Compliance, PX (HR) and others to deliver trainings and material
• Utilize Voice of Customer (VOC) surveys and forums to evaluate their experience
• Develop plans and drive forth change to constantly improve our service delivery
• Develop and execute program marketing campaigns to promote awareness and adoption

The Sr. Manager will promote the use of the VMS technology and utilization of the product features.

Additional technology related duties may include:

• Promote VMS reporting and dashboard capabilities to customers, providing demos as needed
• Ensure awareness of VMS product deployments and upgrades to impacted customer groups
• Raise attention to country specific VMS defects or customer issues, tracking to resolution
• Provide regular feedback and support to Global Director for continuous technology improvement

The Sr. Manager will build critical relationships with internal support teams in pursuit of overall program delivery:

• Pfizer Workforce Solutions (the global team on which you are included)
• Strategic Sourcing (S2P, Diversity, Execution teams)
• People Experienced (“PX”) (Recruiting)
• Security (Site, Digital)
• Compliance
• Legal

QUALIFICATIONS:

• 8+ years’ experience in a leadership role within the contingent workforce in the EMEA region
• Experience in a large corporate environment, preferably a global blue-chip company
• Proven record of delivering new contingent workforce programs and driving client adoption
• Strong knowledge of employment laws/regulations for contingent labor (see in-scope countries)
• Practical experience selecting, managing, and motivating third party labor suppliers
• Excellent communicator, able to convey complex ideas in an easy-to-understand manner
• Excellent listening skills, able to utilize emotional intelligence in everyday workplace interactions
• Exudes a positive get-it-done attitude, able to motivate delivery teams towards success
• Comfortable having difficult conversations, balances fairness with accountability
• Adept at working across functional teams in a matrixed environment to deliver solutions
• Ability to negotiate and influence internal and external stakeholders
• Comfortable creating and delivering presentations, trainings, and other speaking events
• An analytical thinker, able to understand, develop, and improve workflows and practices
• Exhibits independent discretion and control while also informing and escalating appropriately
• A spirited team player, able to drive global objectives into the local operations
• A transparent operator with a compliance mind-set who will always “do the right thing”
• Able to travel 20% for short trips to in-scope countries on a regular basis
• Strong working knowledge of Microsoft Word, Excel, PowerPoint, Outlook, and Teams
• Life Sciences or Pharmaceutical experience preferred but not required

EDUCATION/CERTIFICATIONS:

• Minimum: Bachelor’s degree from accredited 4-year university, MBA a plus
• Certifications (not required, but a plus): CCWP, PMP, LEAN, Six Sigma

Work Location Assignment: Hybrid

Application Closing date:27th Oct 2024

Additional Information 

• In order to be considered for this position in Ireland you need to be legally eligible to work in Ireland. 
• Please note there is no relocation support available for this position 

How to apply 

• Make a difference today, all suitable candidates should apply with CV below. We are looking forward to hearing from you! 

Purpose 

Breakthroughs that change patients’ lives… At Pfizer we are a patient centric company, guided by our four values: courage, joy, equity and excellence. Our breakthrough culture lends itself to our dedication to transforming millions of lives. 

Digital Transformation Strategy

One bold way we are achieving our purpose is through our company wide digital transformation strategy. We are leading the way in adopting new data, modelling and automated solutions to further digitize and accelerate drug discovery and development with the aim of enhancing health outcomes and the patient experience. 

Equal Employment Opportunity

We believe that a diverse and inclusive workforce is crucial to building a successful business. As an employer, Pfizer is committed to celebrating this, in all its forms – allowing for us to be as diverse as the patients and communities we serve. Together, we continue to build a culture that encourages, supports and empowers our employees. 

Disability Inclusion

Our mission is unleashing the power of all our people and we are proud to be a disability inclusive employer, ensuring equal employment opportunities for all candidates. We encourage you to put your best self forward with the knowledge and trust that we will make any reasonable adjustments to support your application and future career. Your journey with Pfizer starts here!

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