Lead & Manage Helpdesk and Operations Team and be responsible for the delivery of Procurement Services. He/ She will be responsible for client satisfaction and meeting SLA commitments between the Client and IBM.
ResponsibilitiesFully responsible for managing Procurement operations of client account
Directing and coaching the team of, Buyers & Agents on a regular basis towards meeting customer expectations and focus on their personal productivity.
Ensure Customer and Stakeholders Satisfaction
Handling customer escalations and conducting root cause analysis to find and implement lasting solutions.
Identify and mitigate any risks/issues that are foreseen as potential bottlenecks to the process.
Understand client expectations and requirements and act as a communication channel between the centre and the global teams.
Participate in periodic internal and external reviews and resolve any issues relating to business controls guidelines.
Execute operational plan to ensure all engagement SLAs are consistently met
Formulate strategies and execute plans to move up the value chain
Contribute to engagement profitability through efficient management of resource and expense
Ensure audit readiness of all purchasing documents.
Assume additional responsibilities as assigned by reporting manager
