sr. associate pcsc operations (8 months fixed term) 4960430

At Pfizer, every colleague contributes to breakthroughs that change patients’ lives. As a Sr Associate, PCSC Operations, you will play a critical role in ensuring the efficient, compliant, and high-quality delivery of Pfizer Colleague Service Center (PCSC) operations.  

You will support the day-to-day operational oversight of services delivered through Pfizer's BPO partner, IBM, helping ensure service performance, issue resolution, quality controls, operational readiness, and continuous improvement initiatives are effectively executed. 

Working closely with the Manager, PCSC Operations, IBM operational teams, Global Process Leads, and key stakeholders, you will help drive service excellence while supporting a best-in-class colleague experience.

 This role is ideal for a highly analytical and operationally focused professional who enjoys problem solving, process improvement, performance monitoring, and working across multiple teams to deliver results. This will be an 8 months Secondment with 100% dedication.

How You Will Achieve It

• Monitor daily Service Center operations, including case management, transaction processing, and fulfillment activities to ensure service performance expectations are met.

• Assist in identifying operational risks, process breakdowns, and service delivery issues, escalating concerns as appropriate.

• Partner with IBM operational teams to support resolution of service interruptions and operational incidents.

• Help ensure operational readiness for business changes, projects, organizational initiatives, and seasonal volume fluctuations.

• Monitor key operational metrics, service levels, and quality indicators to identify trends, opportunities, and risks.

• Maintain operational dashboards, reports, and performance tracking tools.

• Analyze service delivery data and provide actionable insights to support decision-making and operational improvements.

• Support preparation of governance reviews and performance discussions with internal and external stakeholders.

• Conduct audits and quality reviews of Service Center activities, including case handling, transaction processing, fulfillment activities, and documentation.

• Monitor compliance with established service standards, procedures, and controls.

• Identify quality concerns and partner with stakeholders to implement corrective actions.

• Support documentation reviews to ensure knowledge articles, work instructions, and operational materials remain accurate and current.

• Maintain and monitor the PCSC Issues Log, ensuring issues are properly documented, tracked, and followed through to closure.

• Support root cause analysis activities by collecting data, analyzing trends, and identifying contributing factors.

• Coordinate follow-up activities and action plans related to operational issues and service delivery challenges.

• Assist in managing urgent and exception cases requiring cross-functional coordination.

• Identify opportunities to improve service quality, efficiency, productivity, and colleague experience.

• Partner with IBM, Operational Excellence teams, and Global Process Leads to support process improvement initiatives.

• Participate in process reviews, improvement workshops, and operational enhancement projects.

• Support implementation and tracking of corrective and preventive actions.

• Assist in evaluating operational impacts resulting from process, policy, system, or organizational changes.

• Coordinate updates to operational documentation, training materials, and knowledge resources.

• Support communication and readiness activities to prepare Service Center teams for upcoming changes.

• Help ensure operational teams are informed of new requirements and process updates.

• Build effective working relationships with IBM operational teams and key Pfizer stakeholders.

• Support governance activities, operational meetings, and service reviews.

• Coordinate follow-up on action items and operational commitments.

• Act as a trusted operational partner in driving service delivery excellence and colleague satisfaction.

Must Have

• Bachelor's degree in Business Administration, Human Resources, Operations Management, Industrial Engineering, Management Information Systems, or a related field.

• 3+ years of experience in Shared Services, HR Operations, Service Delivery, Contact Center Operations, Business Process Outsourcing (BPO), or related operational environments.

• Experience supporting operational performance monitoring, reporting, quality assurance, or service delivery activities.

• Strong analytical and problem-solving skills with the ability to interpret operational data and identify trends.

• Experience working cross-functionally with multiple stakeholders in a matrixed environment.

• Strong organizational skills with the ability to manage multiple priorities simultaneously.

• Experience working with operational metrics, service level agreements (SLAs), and performance reporting. Ability to work independently while effectively collaborating with diverse teams. Advanced proficiency in Servicenow, Microsoft Office Suite, including Excel, Power BI, PowerPoint, and collaboration tools as well as Copilot and amongst other AI tools that can be leveraged for the role’s objectives and goals.

• Strong written and verbal communication skills in English.