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Job Description
Job Summary: Sr. Manager Contingent Workforce Program
The Pfizer contingent workforce program is undergoing a global transformation, and we are seeking a Sr. Manager to contribute to the ongoing efforts, providing on-ground support and cultural expertise to drive change and promote program adoption.
Key Responsibilities:
- Provide flexible support across all major workstreams to help the team achieve their deliverables and protect the project schedule.
- Conduct country-specific knowledge to shape and guide our approach to change, global policy creation, configuration of the VMS tool, and selection of MSPs, Master Vendors, and Preferred Suppliers.
- Engage on current-state discovery and future-state design for the EMEA region.
- Provide critical on-ground support for all EMEA change management activities.
- Promote the new program to stakeholders and triage client concerns back to the project team.
- Support the Managed Service Provider (MSP) in the EMEA region, providing regular coaching and direct support to enable a world-class client experience.
- Develop strong relationships with the MSP delivery team and their regional account leadership.
- Ensure the MSP adheres 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 qualify new suppliers, in collaboration with Pfizer Strategic Sourcing.
- Participate in supplier scorecards and optimization planning with the MSP and Strategic Sourcing.
- Monitor and support the 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 times.
Additional Responsibilities:
- Conduct regular audits of the regional program operations (transactions, invoices, data).
- Ensure the highest level of compliance with all local laws and employment regulations.
- Monitor high-risk vendors or workforce situations, escalating to the Program Director as needed.
- Utilize 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.
Customer Engagement:
- Develop relationships with key stakeholders and client groups within the EMEA region (site leads, managers, etc.).
- Anticipate customer needs and ensure 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.
Technology and Innovation:
- 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 the Global Director for continuous technology improvement.
Relationship Building:
- Build critical relationships with internal support teams in pursuit of overall program delivery.
- Pfizer Workforce Solutions (the global team).
- 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 mindset 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.