Introduction
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

Your Role and Responsibilities
We are looking for a responsible perform Team lead activities. Your main duties will be to manage the daily lead activities, attend team questions, issues, assign, align and make sure all tasks are completed by the team as it comes.

Responsibilities

• Consistently meet or exceed SLAs
• Maintain a High Level of Core performance delivery, ensuring full implementation of documented policies, procedures, and best working practices
• First escalation point on process issues
• Address any people issues actively, and maintain a high team morale overall
• Staffing, training, development, and retention of team members; mentor team in times of need.
• 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
• 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 CAC process.
• Participate in periodic internal reviews and resolve any issues relating to business controls guidelines.
• Execute operational plan to ensure all client SLAs are consistently met/exceeds.
• Provide thought leadership to the team.
• Assume additional responsibilities as assigned by reporting manager.

• 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 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.
• Prefer to have Ariba S2P (Source to Procure) system experience

• None