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Regional Operations Centre Lead, StratCo Commercial Operations Europe


Sarıyer, İstanbul 34460
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Job Details

The Regional Operations Centre (ROC) leader is accountable for the overall performance, management and direction of the ROC based in Istanbul, Turkey. The ROC Lead will report to the Regional Solutions Lead for StratCo Commercial Operations, Europe. The ROC Lead is responsible for the overall demand, forecast, Service Level Agreements (SLAs) and escalation management of the regional operations centre. The responsibilities of this role includes:

+ Provide performance and financial management of the ROC

+ ROC lead will have 2 direct reports with an organisation of 15+ colleagues.

+ Ensure all ROC leaders and colleagues / contractors are Pfizer compliant

+ Lead the strategic, operational guidance and sustainment of the ROC centre in line with StratCO global and regional direction

+ Lead the long term vision and approach to new services coming to Regional Operations Centre

+ Lead and drive continuous improvement of service delivery across ROC

+ Manage the demand, forecast and SLAs

+ Act as the point of contact for escalation management for StratCO EU colleagues in relation to the ROC activities

+ Provide leadership and development to ensure expectation and high standard of service delivery is met

+ Accountable for the overall colleague development and building a highly engaging and motivated ROC

+ Develop and communicate governance for ROC to all parties

+ Develop core KPIs, quality frameworks and monitor / track service delivery across ROC

+ Engage with senior stakeholders across StratCO and other enabling Pfizer partners to ensure high quality service delivery

+ Identify risks and monitor effectively controls to manage risks

Serve as a member of the Stratco CO Regional Solutions Team (RST) Leadership Team and works across RST to ensure alignment with processes, systems and governance either globally or regionally

**Education:** Educated to degree level or equivalent

**Qualifications / Experience:**

+ 10years + experience in service delivery or shared service delivery.

+ Background in pharmaceutical market preferable though not essential

+ Management and team leadership capability and experience - managing people, conflict and change management

+ Evidence of problem solving and decision making to positively impact business results

+ Evidence of successful cross functional & cross cultural working and ability to collaborate

+ Strong evidence of performance management / motivation management, influencing & negotiation skills, strong team player

+ Strong project management skills, with a track record of managing complex service delivery

+ 5years + experience in supplier management

+ Self motivator and independent

+ High IT literacy (technology savvy) & numeric skills

+ Demonstrated initiative, creativity, strategic capabilities, and ability to work effectively in complex, rapidly changing environments

+ Strong customer service focus - ability to manage conflict, problem solving and strategic planning skills

+ Experience in risk taking when necessary to move beyond the status quo.

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.
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