Job Description

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

• 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 contact 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.

• Minimum 4+ years of experience in Procurement - PR to PO, Block Invoice, Contract Management
• Managing Team size of mini 10 -15 FTE\'s in our current role.
• Advanced MS Excel and Powerpoint skills
• Strong analytical and problem-solving skills
• Excellent Communication Skills
• Strong priority setting, initiative and follow-through
• Flexible in working hours and able to work under pressure
• Ability to deal with highly personal, confidential information
• Ability to understand and execute business controls
• Ability to draw conclusions and recommendations from data trends and comparisons.
• Ability to work cross functionally, across finance, operations and matrixed structure.
• By using knowledge of process, proactively identify areas of concern to upperline Manager
• Perform assigned tasks within defined schedule and in accordance with established procedures and guidance

• Strong communication skills and fluency in English
• Team player attitude with attention to detail and quality driven approach
• Strong time management and prioritization skills
• Skills to ensure high client and stakeholder satisfaction
• Client facing skills

IBM