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
• 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 interpretatio
📌 Global Delivery Team Lead (Mumbai)
🏢 Pfizer
📍 Mumbai