Manager, External Workforce Operations

ROLE SUMMARY
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The Business Performance Services department within GBS Enterprise Services delivers internal services to Pfizer colleagues and divisions that help create room for meaningful work. By delivering services with strong performance against cost, quality, compliance, client experience, and business impact, the team enables colleagues to focus on their missions in support of breakthroughs that change patients’ lives.

The Manager, External Workforce Operations role is responsible for supporting the day\-to\-day operational delivery of Pfizer’s External Workforce Program for the EU with a focus on the Puurs, Belgium office and related Belgium market activities. This role provides hands\-on operational oversight across staff augmentation, Managed Service Provider (MSP) performance, stakeholder support, issue resolution, reporting, governance follow\-up, and continuous improvement activities.

This role acts as a key local market partner for Belgium while remaining aligned to Pfizer’s global external workforce strategy, governance model, vendor expectations, and program roadmap. The role requires a strong service delivery mindset, proven staff augmentation and MSP management discipline, confident stakeholder management, and the ability to balance local business needs with global program standards.

The successful candidate will work closely with MSP team, suppliers, procurement, finance, legal, compliance, site stakeholders, and the broader global External Workforce team to ensure consistent service delivery, operational compliance, and timely resolution of issues. They must be comfortable managing vendor performance closely, escalating when needed, and constructively challenging stakeholders or vendors where requests fall outside process, policy, scope, or global program direction.

This position will report solid line to the Director, Global External Workforce Program.

ROLE RESPONSIBILITIES
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Staff Augmentation

• Oversee the EU and Belgium contingent workforce and SOW operations, ensuring MSP and supplier activities align with Pfizer policies, contractual obligations, compliance requirements, and operational standards.


• Apply deep knowledge of workforce practices, market dynamics, and external workforce regulations to identify risks, process gaps, cost\-saving opportunities, and service improvements.


• Partner with local stakeholders, legal, Finance, Procurement and suppliers, and business stakeholders to resolve complex workforce issues and ensure effective workforce planning and execution.


• Leverage workforce data, supplier performance metrics, and operational reporting to hold vendors accountable, challenge assumptions, and drive informed decision\-making.


• Proactively identify and escalate operational, compliance, supplier, and MSP risks, providing recommendations and corrective actions to protect program performance and business outcomes.

• Serve as the operational lead for day\-to\-day external workforce program activities supporting the EU and with a focus on the Puurs, Belgium office and broader Belgium market requirements.


• Own operational delivery across staff augmentation, MSP engagement, issue management, process adherence, expansion initiatives and stakeholder support.


• Act as a key point of contact for issue resolution, escalations, and operational questions related to contingent workforce and external workforce processes.


• Partner with MSPs, suppliers, business stakeholders, procurement, finance, legal, compliance, and digital teams to ensure consistent business\-as\-usual execution.


• Monitor operational activity, identify process gaps, and work with the MSP and global External Workforce team to implement practical improvements.


• Drive local market adoption of global external workforce processes, tools, governance, reporting, and service expectations.


• Ensure operational issues are tracked through to closure, with clear ownership, follow\-up, escalation, and communication.


• Promote consistent use of program tools, reporting, workflows, and standard operating procedures.

• Manage the day\-to\-day operational relationship with MSP and supplier supporting the EU and Belgium market.


• Manage MSP performance, ensuring high service quality, responsiveness, issue resolution, and adherence to agreed operating standards and Pfizer's global program framework.


• Monitor operational delivery and vendor metrics, identifying risks, bottlenecks, and improvement opportunities while driving actions, escalations, and corrective measures through to completion.


• Support supplier governance and stakeholder engagement, including performance reviews, action tracking, MSP coaching, and escalation of significant performance concerns when required


• Promote a culture of service excellence, operational discipline, compliance, and continuous improvement.

• Build effective working relationships across the EU with a focus on the Puurs site stakeholders, business requestors, procurement contacts, finance, legal, compliance, and the broader global External Workforce team.


• Provide clear guidance to stakeholders on external workforce processes, service scope, governance requirements, and escalation routes.


• Confidently manage stakeholder expectations, including the ability to constructively challenge requests that are outside policy, process, scope, or global program direction.


• Support stakeholder education, communications, and adoption of external workforce processes.


• Act as a connection point between local market needs and the global External Workforce Program, ensuring local requirements are understood without compromising global alignment.


• Help resolve complex or sensitive operational issues by coordinating the right internal and external partners.


• Maintain a balanced service mindset: responsive and business\-focused, while also able to say no or redirect where required.

• Review operating reports, activity metrics, service data, issue logs, and vendor updates to identify trends, delays, risks, and improvement opportunities.


• Provide operational updates and status reporting to support global program governance and leadership visibility.


• Track open actions, decisions, escalations, and vendor commitments to ensure timely closure.


• Support preparation of business reviews, stakeholder updates, vendor performance reviews, and operational dashboards.


• Use data and insights to drive fact\-based discussions with vendors and stakeholders.

Basic Qualifications

• Minimum of bachelor’s degree in Business, Operations, Supply Chain Management, Human Resources, Finance, Procurement, or related discipline.


• Strong expertise in Belgium Staff Augmentation and Statement of Work (SOW) workforce models, including supplier engagement, compliance requirements, operational processes, and industry best practices.


• Ability to work in a global or matrixed team while supporting a local market or site environment.


• Strong experience in managed service provider delivery, vendor management, supplier operations or external workforce operations.


• Strong operational and project management capability, including action tracking, issue resolution, follow\-up discipline, and process improvement.


• Strong stakeholder management skills, including the ability to build trust, manage expectations, influence outcomes, and constructively challenge when needed.


• Highly detail\-oriented with an ability to produce high\-quality, timely outcomes.


• Flexible to changing priorities and comfortable working in a fast\-paced, dynamic environment.


• Strong communication, problem\-solving, and analytical skills.

• Experience in a large corporate, shared services, life sciences, or global blue\-chip environment.


• Experience with vendor management systems, supplier management tools, workflow tools, dashboards, or business reporting platforms.


• Project management certification or experience preferred.


• CCWP, PMP, Lean, Six Sigma, CAPM, or similar certification is a plus.

• Typical Years of Experience: 5\+ years of relevant experience in vendor management, external workforce operations, procurement operations, service delivery, project management, HR operations, or related discipline.


• Experience working with MSPs, master vendors, staffing suppliers, consulting suppliers, or SOW service providers.


• Proven experience managing third\-party vendors and driving operational accountability.


• Experience supporting stakeholder\-facing service delivery where expectation management and constructive challenge are required.


• Experience working with operational metrics, issue logs, process documentation, reporting, and continuous improvement plans.


• Experience supporting local market needs within a regional or global operating model.


• Experience partnering with cross\-functional teams to resolve complex operational issues.


• Experience supporting staff augmentation and/or SOW processes preferred.

• Staff augmentation and Statement of Work operating models.


• Stakeholder expectation management, influencing, and negotiation.


• Service delivery operations and process improvement.


• Issue management, escalation management, and action tracking.


• Reporting, metrics review, and operational performance monitoring.


• Risk, compliance, and governance principles related to third\-party workforce activity.


• Belgium external workforce practices or ability to quickly learn local market requirements.


• Global operating model alignment and matrixed team collaboration.

This role may req

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