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IBM Team Lead-P2P India, Karnataka, Bengaluru 56496769
11.09.2024
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Your Role and Responsibilities
Lead & Manage Helpdesk for P2P 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.
Role and Responsibilities
- Fully responsible for managing Helpdesk and Procurement operations of client account
- Directing and coaching the team of Focals, Buyers & Agents on a regular basis towards meeting customer expectations
- Ensure Customer and Stakeholders Satisfaction
- Recruiting, training and development, and retention of Team Members; improve employee motivation and provide periodic performance feedback.
- Handling customer escalations and conducting root cause analysis to find and implement lasting solutions
- Discharges basic management responsibilities common to all IBM managers including Performance Appraisals and Career Development Processes
- 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 center 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.
Required Technical and Professional Expertise
- 6+ Years experience in Procurement and should know the P2P process.
- Proven communication skills both written and verbal, ability to multitask, Client facing skills, strong organization skills, attention to detail, Good presentation skills
- Experience in handling client Calls & Emails and Operations management role supporting Australian Client
- People management and client management skills with good reporting skills
- Proficiency in English, P2P knowledge, People management skills
- Should be Familiar with Procurement tools like SAP, Ariba, Jira, Service now
- Prior experience in procurement industry handling P2P scope of activities
- Experience in Helpdesk team handling
Preferred Technical and Professional Expertise
- Decision making, Client success, Team management
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