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IBM Team Lead-Procurement Operation 
India, Karnataka, Bengaluru 
469518359

14.08.2024

Your responsibilities include but are not limited to:

  • 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.


Required Technical and Professional Expertise

  • Graduate with 5+ of Procurement experience.
  • Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyses information skillfully.
  • 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.


Preferred Technical and Professional Expertise