ROLE SUMMARY

The Subject Matter Expert is a key role within the Global Operations Services Centers (GOSC) organization, accountable for the end‑to‑end delivery and performance of in-scope activities across assigned service areas (Process SME) or markets (Delivery SME). Both roles act as the Subject Matter Expert and primary point of contact for GOSC, ensuring high‑quality, reliable data services that support commercial and marketing operational activities such as reporting, sales force enablement, e‑permissions, and incentive calculation. Process SME is the SPOC for core service areas of GOSC and drives expertise in terms of stakeholder management, knowledge management, operational excellence, service transitions, and continuous improvement. The Delivery SME will drive the implementation and sustainment of service delivery model enabling scalable, compliant, and effective global service delivery.

ROLE RESPONSIBILITIES

Both roles have common process excellence responsibilities listed below:
• Drive, implement, and fulfil process excellence initiatives for in‑scope services,



including standardization, optimization, and automation.

• Cooperate with key stakeholders on global standardization, optimization, and automation initiatives across Global Operations.

• Ensure desktop procedures and process documentation for data and transactional processes are accurate, complete, and kept up to date.

• Act as SPOC for global project, lead the transformation on behalf of GOSC LT.

• Lead and support service transitions, including onboarding of new services and geographical expansions.

• Ensure effective knowledge transfer and service readiness during transitions and change initiatives.

Process SME - Service Ownership
• Act as the GOSC point of contact for assigned service area representing Global Operations in all in‑scope discussions.

• Serve as the recognized Subject Matter Expert for assigned service area, providing guidance and expertise to GOSC team members.

• Mana

📌 Subject Matter Expert, Global Operations Service Centre (Mumbai)
🏢 Pfizer
📍 Mumbai