- Location
- GRC - Thessaloniki, Chortiatis, Greece
- Type
- Full-time
- Department
- Operations
- Seniority
- Entry
- Experience
- 3+ years
- Education
- Bachelor
- Closing date
- Today
- Source
- Workday
Description
At Pfizer, we believe that every team member has the power to make a significant impact on improving patients' lives. You will be at the forefront of our Finance division, driving initiatives that support our mission to deliver breakthroughs that change patients' lives. Your role will be pivotal in ensuring financial accuracy and strategic planning, ultimately contributing to the well-being of patients worldwide.
What You will achieve
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.
Work Location Assignment: Hybrid
Please apply by sending your CV and a motivational letter in English
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.
Flexibility
We aim to create a trusting, flexible workplace culture which encourages employees to achieve work life harmony, attracts talent and enables everyone to be their best working self. Let’s start the conversation!
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!
To learn more about acceptable and prohibited uses of AI during the recruitment process, please review our candidate AI-use guidelines available on Pfizer Careers.
People Experience