Owns end-to-end service delivery and process excellence for global operations service centers. The role manages stakeholder and vendor relationships, service transitions, documentation, reporting, KPIs, capacity, escalations, and continuous improvement across shared-service activities supporting commercial and marketing operations.

Leads an India-based Global Tier-0 service delivery team of approximately eight specialists. Oversees daily performance, capacity planning, SLA and quality reporting, SOP compliance, process standardization, automation, cross-training, coaching, and escalation routing. Partners with Pfizer process owners and regional delivery leads to maintain scalable, standardized operations and identify opportunities for further automation.

Owns data processes for Pfizer’s Global Operations Services Center, supporting commercial and marketing back-office activities across international markets. Responsibilities include data stewardship, validation, extraction, reporting, field-force incentive calculations, documentation, service request management, issue resolution, stakeholder support, and continuous process improvement. The role also serves as a country and process subject-matter expert while ensuring service-level agreements, quality standards, and team KPIs are met.