IBM Team Lead-Procurement Operation 

India, Karnataka, Bengaluru 

469518359

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