R OLE SUMMARY The Senior MICES is responsible for handling and responding to unsolicited medical enquiries regarding Pfizer products, from healthcare professionals (HCPs), and supporting the MI Customer Experience Country/Cluster Lead on the delivery of MI services in their market(s), including the day-to-day operations and management of the in-house MI Frontline team. The Senior MICES is a subject matter expert on the MI Frontline function with specific proficiency in the Quality Monitoring process, mentoring and continuous training of MICES, interaction between Frontline and Secondline, MI tools or channel enhancements, reporting. These responsibilities may change on a rotational basis. Additionally, a Senior MICES is expected to actively participate in and potentially lead market and /or regional initiatives MAIN RESPONSIBILITIES / DUTIES Frontline Responsibility Subject matter expert of interaction management procedures, guidelines, systems and databases to handle customer interactions and support with global reviews or updates of these processes Identify and report adverse events and product quality complaints and research and respond accurately in local language to enquiries received via multiple channels within the required timelines Strong understanding and knowledge of common product information and enquiries for the local country Support local country audits/inspections. Preparation, requests and participation as Quality Monitoring Process review, update or creation Collaboration with all MI functions Team support Mentor and support ongoing training needs, continuing education to ensure proficiency with respect to processes, systems, reporting AEs and PQCS, products and customer-focused skills Individual Performance monitoring, utilizing appropriate tools including quality monitoring and metric reviews, to ensure quality and compliance of the service provided Identifies opportunities to simplify or reduce complexity in processes or improve operational efficiency related to processes Key stakeholder engagement Support country/cluster Lead/CRM in effective relationships with key stakeholders/ groups in aligned markets, ensuring MI supports and inputs into Market Customer Engagement strategy, provides key customer insights and demonstrates the value of MI to our customers REQUIRED SKILL SET Basic Qualifications Degree in science/ healthcare field preferred Limited relevant experience in Medical Information or other relevant function In depth knowledge of MI Frontline activities Preferred Qualifications Customer service experience Excellent communication skills (verbal and written) Demonstrated ability to handle multiple tasks simultaneously, work in a fast-paced environment, respond to tight timelines, and manage competing priorities Analytical and strategic skills Excellent interpersonal skills and ability to excel in team environment Proficiency with computer, telephony and software applications Knowledge of internal and external processes, guidelines and regulations governing Medical Information and customer interactions and key stakeholder engagement. Work Location Assignment: Hybrid Purpose Breakthroughs that change patients' lives At Pfizer we are a patient centric company, guided by our four values: courage, joy, equity and excellence. Our breakthrough culture lends itself to our dedication to transforming millions of lives. Digital Transformation Strategy One bold way we are achieving our purpose is through our company wide digital transformation strategy. We are leading the way in adopting new data, modelling and automated solutions to further digitize and accelerate drug discovery and development with the aim of enhancing health outcomes and the patient experience. Flexibility We aim to create a trusting, flexible workplace culture which encourages employees to achieve work life harmony, attracts talent and enables everyone to be their best working self. Let’s start the conversation! Equal Employment Opportunity We believe that a diverse and inclusive workforce is crucial to building a successful business. As an employer, Pfizer is committed to celebrating this, in all its forms – allowing for us to be as diverse as the patients and communities we serve. Together, we continue to build a culture that encourages, supports and empowers our employees. DisAbility Confident We are proud to be a Disability Confident Employer and we encourage you to put your best self forward with the knowledge and trust that we will make any reasonable adjustments necessary to support your application and future career. Our mission is unleashing the power of our people, especially those with unique superpowers. Your journey with Pfizer starts here! Medical