Sr. Manager, GBS ES BOS&S – Records Management

Key Responsibilities

RIM Consulting & Technology Engagement

• Engage with internal clients to match Enterprise RIM needs to eRIM offered solutions
• Partner with internal clients in the implementation of solutions. Examples include Active Record Centers (ARC), Core RIM vendor integrations, RIM good practice consultations, etc.
• Lead the delivery of internal services related to records management
• Collaborate with internal stakeholders (e.g., business units, IT teams) to understand their RIM service needs and requirements and to ensure that service delivery meet their expectations

Vendor Relationship Partnership

• Manage and lead engagement with 3rd party vendors in the execution of customer-facing vendor operations relating to RIM activities across the globe
• Lead the identification of potential suppliers for service delivery operations, and ensure that they meet the company’s Sourcing criteria
• Engage with vendors to measure vendor performance to ensure that they are meeting agreed-upon service levels

Business Partner Relationship Management & Service Awareness

• Lead the development of standardized operating procedures for end-to end service delivery related to records management.
• Lead the development and execution of marketing campaigns to promote enterprise services, resulting in increased brand awareness and new business leads
• Provide guidance for training and reference purposes across process flows and tools
• Provide subject matter expertise as a participant on multiple cross-functional project teams with the key deliverable of owning the development, oversight, and execution of complex strategies relating to RIM activities across the Pfizer Enterprise.

People Management & Development, where applicable

• Lead teams of colleagues or outsourced vendor to manage and monitor processes supporting records management during business transformation events.
• Oversee trainings and support to other employees involved in records management processes to ensure that they understand their roles and responsibilities.

Qualification & Requirements

Basic Qualifications

• Minimum of bachelor’s degree in Business, Computer Science, MIS, or a related discipline
• 7 years’ experience in in-house records management, contract management, vendor management, privacy operations or legal experience
• Experience of analyzing market research for identification of potential suppliers for service delivery operations
• Ability to independently develop standardized procedures for end-to end service delivery
• Ability to collaborate with and influence cross-functional leaders
• Experience in identifying process improvement opportunities
• Strong business operations acumen and a bias for action
• Flexible to changing priorities and comfortable in a fast-paced dynamic environment
• Strong stakeholder relationship building abilities, negotiation & influencing skills

Preferred Qualifications

• MBA or Master’s degree in strategy, management, or related field is a plus
• Preferred licenses or certifications: PMP, LEAN, ARMA, IAPP, Information Governance, etc.
• Demonstrated experience with records, information governance, and/or systems integration
• Experience with vendor technology solutions
• Experience in supporting risk & compliance management
• Experience in supporting client relationship management, leadership, and customer service in a technological context
• Track record of performing business partnerships & delivering value to clients
• Experience performing client expectation management

KNOWLEDGE

• Knowledge of customer service skills including professionalism, reliability, speed of delivery, and responsiveness
• Strong knowledge of process flows and tools
• Knowledge of key risks associated with working with third-party vendors and approach to develop strategies to mitigate these risks
• Knowledge of service resource / capacity planning
• Management of high-performing delivery teams
• Problem-solving skills

Benefits

We offer comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of life’s moments. Benefits offered include a 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution, paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and health benefits to include medical, prescription drug, dental and vision coverage.