Your role and responsibilities
• Consistently meet or exceed SLAs and KPI's
• Maintain a High Level of Core performance delivery, ensuring full implementation of documented procurement policies, procedures, and best working practices
• First escalation point on process issues for client
• Address any people issues actively, and maintain a high team morale overall
• Staffing, training, development, and retention of team members
• Identify any Operations Centre activity that may be foreseen as a risk/issue to successful process execution and take steps to mitigate the risks/issues.
• Perform root cause analysis in case of escalations and take steps to improve the robustness of the process
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• Ensure audit readiness of all documents
• Contribute to contract profitability through efficient management of resource and expense
• Assume additional responsibilities as assigned by reporting manager.
• Managing operations of Helpdesk including support client procurement applications and Supplier Enablement processes
• Directing and coaching the team of Helpdesk Agents on a need basis towards meeting customer expectations
• Ensure Customer and Stakeholders Satisfaction
• Identify and mitigate any risks/issues that are foreseen as potential bottlenecks to the procurement process
• Participate in periodic internal reviews and resolve any issues relating to Business Conduct Guidelines
• Execute operational plan to ensure all client SLAs are consistently met/exceeds
• Educate, prepare, transition team to Agile ways of working. Inculcate Agile principles, methodologies into day to day work activities. Share best practices, create back up, provide platform for team members to speak up, rotate responsibilities, value every person/member to speak/contribute.
• Encourage team to bring forward new ideas/contribute suggest best practices
• Encourage ownership of role/process and bring forward newer ideas/suggestions to Leadership team
• Escalation Management
• Groom talent for next roles
• Lead Operations team to drive under clip level savings
• Review and validate workload of Team in order to help deliver lower attrition
• Lead hiring decisions in case of any attrition/movements
• Lead timely delivery of any operational reports to internal and external stakeholders
• Review and update Ops process documents (ex. Desk Top Procedures) at regular intervals and suggest changes to management wherever needed
• Conduct refresher training sessions along with lead to make sure Team is upto date on current processes
• Discharges basic management responsibilities common to all IBM managers including Performance Appraisals and Career Development Processes
Required education
Bachelor's Degree
Preferred education
Bachelor's Degree
Required technical and professional expertise
- Domain Expertise - Excellent procurement operations (PR to PO, Helpdesk, Blocked Invoices, Vendor Management)
- Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyses information skilfully
- Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments
- Interpersonal Skills - Maintains confidentiality; Listens to others without interrupting
- Verbal Communication - Excellent verbal communication skills required. Needs to talk with the Supplier and stakeholders over phone as and when required. Listens and gets clarification; Responds well to questions
- Written Communication - Writes clearly and informatively; Able to read and interpret written information
- Would be a part of the team which will be supporting procurement of a global client
- Minimum 5 years of People Management Experience with a minimum team size of 15-20 resources
- Willing to work in Night Shift to support US client
- US Client management experience will be preferred but not mandatory
- Advanced skills in MS Office (PowerPoint, Excel - Pivot Tables, etc.)
Preferred technical and professional experience
Ariba Source to Pay
Service Now
Excel Macros
ABOUT BUSINESS UNIT
The IBM Finance organization is responsible for driving enterprise performance and transformation. We are the financial stewards of IBM, delivering IBM's financial strategy, developing new business models, and mitigating enterprise risk. Do you have a passion for creating business value? Join our team in accounting, financial planning, pricing, business controls, tax, treasury, business development (acquisitions & divestitures), and global financing.
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At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
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