Procurement Operations & Client Service Desk
Responsibilities:
• Working with onshore functions to ensure optimal use of Operational Procurement & Client Service Desk systems and capabilities
Overall accountability for:
• first level support for internal business partners, external procurement partners and
- party providers in line with agreed SLAs, OLAs, KPIs, including response and resolution times • handling, maintenance and documentation of client requests, queries and resolution through their ticketing solution against a defined service catalogue.
• maintenance of knowledge management systems and client education material (e. g. ‘how to’ guides) to ensure ongoing efficiency and effectiveness of process and client satisfaction
• -
- day operational process management and support of relevant operational and P2P processes to ensure accurate and timely ordering and receipt of goods and services (e. g. supplier
- boarding, catalogue management / maintenance, other master data management / maintenance, help desk queries (voice and written), PR/PO processing and assistance etc. )
• optimised and compliant use of defined procurement processes, platforms and channels through continuous improvement (supported by
- house process excellence resources), end user education, P2P platform
- out / expansion / enhancement (including data / gap analysis, testing, end user training and change management)
• Acting as the senior point of internal and external client escalation and resolution as required.
• Providing expertise across a range of P2P process and system issues, solutions and strategy as required, e. g. to support existing client service expansion / enhancement or new client integration / implementation and support management with
- hoc tasks, report, activities
• Ensuring functional KPIs, SLAs and other performance objectives are met
• Responsible for maintaining an effective internal controls framework across all CIQ group
• Collaborate with
- functional teams to streamline procurement workflows.
• Provide operational backup to the manager in case they are unavailable, offering operational support to colleagues.
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