Service Delivery Associate, GBS CS, Core HR Services

Why Patients Need You

As part of the Colleague Services organization, Core HR Services is dedicated to the administrative support of day-to-day Human Resources activities by partnering with People Experience, Compensation & Benefits, Payroll, key benefit vendors and Service to Pay (S2P) to ensure a great colleague experience.

Our organization has people at its heart, for that, we believe that the best colleague experience will always be reflected in their performances which becomes into great experience for our patients.

What You Will Achieve

Once the selection and hiring process is completed, colleagues will have needs, inquires, and requests and, even though Pfizer's model has a strong sense of self service, we realized there are still moments when a colleague will need assistance by another colleague, and this is where the Core HR Services comes to life.

• Daily monitor of our case management system, Service Now, ensuring all tickets received are properly assigned and worked in a timely manner according to our SLA.

• Daily monitor of our human resources system of record, Workday, ensuring all requests received are properly worked in a timely manner according to our SLA.

• Daily monitor of general corporate account mailbox as well as designated mailboxes, ensuring all inquiries are handle appropriately and in a timely manner according to our SLA.

• Handling of confidential and highly sensitive information under the most rigorous compliance standards established by the company.

• Creation and maintenance of work instructions (WI) in a meticulously, detailed, and neat manner ensuring all our processes are properly and timely documented according to the company's standards, and process changes, guaranteeing successful knowledge transfers, business continuity plans and audits executions.

• Completion of all trainings assigned related to corporate requirements, access requirements, processes to be handled, back up needs and system changes/enhancements.

• Becoming a subject matter expert on the assigned processes to perform flawless execution but also to propose optimization ideas to continuously improve them.

• Being proactive, taking initiative and leadership on team deliverables, showing problem solving and critical thinking on escalation management.

• Participate actively and being engaged on business meetings, 1:1, joy activities, town halls and site initiatives.

• Timely management of scheduled operational calendar activities.

• Having basic accounting knowledge, being able to manage cost center and GL accounts reclassification processes and have the analytical skills to identify root cause of open balances, discrepancies and other movements that can prevent us from completing a clean Month End Close process.

• Being able to perform deep data analysis for massive change.

• CAC LIFYD policy adherence coming to the office a minimum of 2 days per week.

• Being flexible to come to the office up to 5 days a week according to business needs.

• Showing up an engaging behavior when coming to the office to connect, share with other colleagues, networking and strengthening our culture of a Great Place to Work.

• Showing up an engaging behavior regarding our company values, footprint, actionable attitudes, and GBS & Finance value proposition.

• 1-3 Years experience in HR Operations processes or related fields

• Bachelor's Degree.

• Proficient in MS Office, especially Microsoft Excel.

• Human Resources system experience.

• Case management system experience.

• Continuous improvement mindset.

• Demonstrated capability to work as a team member in a fast-paced changing environment.

• Positive, self-motivated with strong sense of responsibility and commitment.

• High sense of collaboration, proactivity, initiative, problem solving and critical thinking.

• Excellent written and verbal English communication skills.

• Excellent written and verbal Portuguese or French communication skills

• Workday experience.

• Service Now experience.

• LATAM region experience on HR Operations.

• Shared services environment experience.