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The Role
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.
Summary Generated by Built In
Role Summary
The Global Tier-0 Team Lead is accountable for the day-to-day performance, quality, and capacity management of the Global Tier-0 team - a standardized, script- and SOP-based service delivery function based in the APAC Center (India). The role ensures Tier-0 work is executed accurately, at scale, and within agreed SLAs, using predefined rules, reference libraries, and Q&A matrices rather than market-specific judgment. The Team Lead is also responsible for driving continuous process standardization and automation, and for building a resilient, cross-trained team supporting Tier-0 services globally.
Core Responsibilities
Qualifications & Experience
Organizational Relationships
Key internal interactions: APAC Center Lead; GOSC Team Leads/Delivery Leads in the LATAM and EU Centers; Pfizer Service/Process Owners; PX (India).
Key external interactions: None - Tier-0 is designed for zero external stakeholder interaction.
Resources Managed
Direct Reports
~8 Operations Specialists (India-based; Mumbai / Bangalore)
Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.
To learn more about acceptable and prohibited uses of AI during the recruitment process, please review our candidate AI-use guidelines available on Pfizer Careers .
Medical
The Global Tier-0 Team Lead is accountable for the day-to-day performance, quality, and capacity management of the Global Tier-0 team - a standardized, script- and SOP-based service delivery function based in the APAC Center (India). The role ensures Tier-0 work is executed accurately, at scale, and within agreed SLAs, using predefined rules, reference libraries, and Q&A matrices rather than market-specific judgment. The Team Lead is also responsible for driving continuous process standardization and automation, and for building a resilient, cross-trained team supporting Tier-0 services globally.
Core Responsibilities
- Lead day-to-day delivery for the Global Tier-0 team (~8 Operations Specialists, India-based), ensuring all Tier-0 services are executed accurately, on time, and in line with agreed SLAs/OLAs.
- Act as the primary interface with Pfizer Service/Process Owners to understand task requirements and translate them into SOPs, reference libraries, and Q&A matrices - keeping work resolvable within Tier-0 scope without market-specific judgment.
- Own consolidated capacity planning and demand management for the team; monitor volume trends, forecast staffing needs, and flag capacity or concentration risk early.
- Drive continuous process improvement, standardization, and automation of Tier-0 workflows; identify candidates for migration to Tier-AI (full automation) as volume and process stability allow.
- Maintain SOP/audit documentation, process compliance, and asset management across the team's services.
- Develop and maintain SLA/OLA adherence reporting and quality metrics for the team.
- Provide day-to-day leadership, coaching, and performance management for the Operations Specialist team; build cross-training plans to reduce key-person and knowledge-concentration risk.
- Serve as the escalation point for inputs or issues that fall outside Tier-0 scope (e.g., requiring market judgment, stakeholder negotiation, or non-standard interpretation); triage and route to the appropriate Tier-1/Tier-2 owner.
- Support onboarding and structured knowledge transfer for new colleagues joining the team.
- Partner with the APAC Center Lead on workforce planning and integration with the broader APAC Center operating model.
Qualifications & Experience
- 8-12 years of relevant experience in Service delivery, Shared services, or Global business services operations.
- Experience managing or leading teams of approximately 8 colleagues, ideally in a virtual/remote delivery environment.
- Strong capacity planning, SLA/OLA management, and reporting skills.
- Track record of driving process standardization, optimization, and automation initiatives.
- Strong SOP development, audit, and process-compliance discipline.
- Comfortable operating against instruction documents, reference libraries, and Q&A matrices rather than ambiguous, judgment-heavy inputs.
- Good data literacy - able to translate volume/SLA dashboards into staffing and process decisions.
- Experience managing outsourced or third-party delivery relationships is a plus.
- Good to have: pharmaceutical/commercial operations industry knowledge; familiarity with multichannel marketing systems (MCM/iXM) where relevant to current scope.
- Education: Bachelor's degree required.
Organizational Relationships
Key internal interactions: APAC Center Lead; GOSC Team Leads/Delivery Leads in the LATAM and EU Centers; Pfizer Service/Process Owners; PX (India).
Key external interactions: None - Tier-0 is designed for zero external stakeholder interaction.
Resources Managed
Direct Reports
~8 Operations Specialists (India-based; Mumbai / Bangalore)
Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.
To learn more about acceptable and prohibited uses of AI during the recruitment process, please review our candidate AI-use guidelines available on Pfizer Careers .
Medical
Skills Required
- 8–12 years of relevant experience in service delivery, shared services, or global business services operations
- Experience managing or leading teams of approximately eight colleagues
- Strong capacity planning, SLA/OLA management, and reporting skills
- Track record of driving process standardization, optimization, and automation initiatives
- Strong SOP development, audit, and process-compliance discipline
- Ability to work with instruction documents, reference libraries, and Q&A matrices
- Good data literacy and ability to translate volume and SLA dashboards into staffing and process decisions
- Bachelor's degree
- Experience managing outsourced or third-party delivery relationships
- Pharmaceutical or commercial operations industry knowledge
- Familiarity with multichannel marketing systems such as MCM or iXM
What the Team is Saying
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Pfizer
Pfizer Compensation & Benefits Highlights
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Healthcare Strength — Health coverage is described as comprehensive across medical, dental, vision, and mental‑health support, with strong plan options and provider networks. Feedback suggests these programs are a clear standout within the total rewards package.
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Retirement Support — Retirement programs feature a 401(k) with company matching plus an additional company retirement contribution. Feedback suggests these elements are consistently highlighted as valuable components of overall compensation.
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Leave & Time Off Breadth — Paid vacation, holidays, and sick time are often characterized as generous, with some locations offering the ability to purchase additional vacation days. Feedback suggests this breadth contributes meaningfully to work‑life balance.
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The Company
What We Do
Our purpose ensures that patients remain at the center of all we do. We live our purpose by sourcing the best science in the world; partnering with others in the healthcare system to improve access to our medicines; using digital technologies to enhance our drug discovery and development, as well as patient outcomes; and leading the conversation to advocate for pro-innovation/pro-patient policies.
Why Work With Us
We are the inventors, the problem solvers, the big thinkers — those who surmount any hurdle to deliver breakthrough medicines to the people who are counting on them the most.
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Pfizer Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Typical time on-site:
2.5 days a week
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