Pfizer has a scientific, ethical, regulatory, and legal obligation to collect and evaluate safety information that may be associated with its products, as well as ensuring data privacy.
The mission of Pfizer CQO organization is to help the business maximize the value of Customer Engagement Programs (CEPs), Social Listening Programs (SLPs), Customer Interaction Tracking (CIT) tools, Samples, Incentive Compensation (IC) and Global Data Protection Regulations (GDPR), while ensuring compliance to safety reporting for patients’ safety and ensuring data privacy.
The CQO Manager holds accountability and responsibility for delivering end to end quality support and oversight of Commercial activities through a combination of Global policies and procedures and a local market centric approach for areas defined in scope of CQO organization such as Customer Engagement Programs, Customer Interaction Tracking Tools, Social Listening Programs, General Data Protection Regulations.
For multiple markets under role’s responsibility the remit of the CQO Manager is to :
Provide business support, engagement, consultancy and partnering for market stakeholders to address and mitigate Safety reporting and data privacy related risks while guiding them through related Corporate Policies and the associated procedures.
Drive end-to-end support for market stakeholders to ensure their activities that include two-way communication with customers are properly following policies and guidance documents on Safety reporting requirements
Embed Data Privacy principles across the Commercial and enable local Commercial BUs to manage current and emerging privacy risk, in a manner which ensures compliance whilst maintaining agility
Drive operationalization at market level of global CQO related policies in line with local requirements, support business to adopt new policies and procedures including customization if needed
Through collaboration with local MQO monitor quality for CQO related areas in market, ensure inspection readiness and support market for related audits and inspections.
Program Owners support
Help Program Owners in identifying whether a program is in CEP scope while giving options of how to improve quality and mitigate CEP risk
Embed Privacy by Design into new business activities and processes, upskilling colleagues on how best to incorporate fundamental privacy principles (such as data minimization, purpose limitation, data retention etc.
into the design of common commercial activities
Provide support to Program Owners at all phases of the project by navigating them through CEP and GDPR processes in a compliant manner
CIT and Tool Owner support
Provide support to Customer Interactions Tracking Tool Owners in navigating them through the CIT process in a compliant manner
Monitor adherence to CIT Policy by Tool Owners
Actively resolve outstanding CIT related tasks and issues with the correspondent functional areas (e.g. Regulatory, Legal, Compliance, etc.) and the Tool owner
Data privacy risk assessment
As a privacy subject matter expert, provide consultative input to business colleagues, as they risk assess new or changing processes or technology which have privacy implications
Determine whether processes satisfy the criteria for a detailed privacy impact assessment in line with regulatory requirements, and oversee completion where necessary
Support business colleagues in implementing all required remedial controls proposed by legal, prior to the deployment of any new project
Individual Rights Management
Lead the end-to-end execution of all Individual Rights Requests received by the commercial business, in consultation with cross functional stakeholders, within the mandated one-month time frame
Take the appropriate actions to validate the identity of the requestor, confirm legitimacy of the request, oversee execution of request in global and local systems, and respond to the requestor tracking all actions through to closure
Best Practices and Improvement Initiatives
Identify and communicate to Regional and Global CQO Teams best practices and improvement opportunities in CQO processes, policies and procedures
Incorporate best practices and improvement initiatives pushed by CoE and Regional CQO Leads
Champion CQO in market - proactively driving awareness of CQO requirements and associated colleague obligations
Policies and Procedures follow up
Communicate changes to Policies and related procedures under responsibility of CQO area to internal and external stakeholders
Monitor changes in country regulations relevant to CQO area policies and communicate them to Regional CQO Leads
Support the design and delivery of relevant trainings to local colleagues based on business needs
Audits, Inspections and Quality Monitoring
Support audit and inspection preparation at the market level
Participate and be involved in audit meetings covering related CQO areas and provide input to Auditors as needed.
Support development and monitor the implementation of CAPAs
Review of exception reports and follow up with POs for flagged programs until it is solved
Drive consistent quality standards in market in line with the KPIs defined in the quality plans and ensure appropriate escalation of risks and issues to the Regional CQO Leads or Country / Cluster Lead (as appropriate)
Bachelor's degree required
Min. 5 years of professional experience
Proven work experience in different roles in supporting functions or other BU roles. Proven subject matter expert (SME) in country or regional role.
Detail-oriented with strong organizational skills and a proven ability to prioritize and work independently to complete quality work on a timely basis
Experience in supporting functions and / or sales & marketing is considered as a plus
Strong analytical skills; ability to analyze information, draw insights and recommend improvements; ability to synthesize problems and develop innovative solutions and strategies
Team collaboration spirit, but also strong ability to work as a single driver and contributor
Efficient communication with its level of abstraction and complexity tailored to recipient needs
Ability to demonstrate strong networking, influencing and negotiation skills
Proficient in project management skills
Proven ability to drive execution of strategies
Proficient in common technical tools (e.g. Microsoft Office)
Strong written and oral communication skills
Language skills : proficient in English and preferably Russian
Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.