As director of Human Resources/Shared Services for a region as diverse in market size, economics and culture as the Americas, Pfizer’s Dan Carney is well versed in providing scalable and tailored solutions.
And as the pharmaceutical multinational continues to spread its global footprint, Carney explains that his ability to support more than 30,000 colleagues across continents begins with communications.
"When we moved to an expansion model," explained Carney, "it was all about listening to clients, customers and understanding the needs of the organization."
"After listening, we realized there was demand for HR Shared Services within the Latin American region. However, we realized that it was not a need for the full Global Shared Services model, which is delivered with full contact center and back-office support functions, that we currently enable for Mexico and Brazil. "
"There are different operating models you have to think about. At Pfizer, we balanced scale and agility by moving forward with a ‘stairstep’ type HR shared services model that offers different levels of support."
"We piloted a ‘GSS-lite’ model within seven countries in the Central American and Carribean region. This included lighter levels of contact center and back-office support."
"After piloting, we launched that program in 2014. That led to expanding the ‘GSS-lite’ model into Argentina, Uruguay and Paraguay. We also implemented what we called a ‘slim front-office approach’ for some of the smaller countries in Latin America. Eventually, we’ll have full coverage for Latin America because of that initial pilot strategy," Carney concluded.