Sourcing & Procurement Communications & Customer Service - Vice President

 SMBC Group is a top-tier global financial group. Headquartered in Tokyo and with a 400-year history, SMBC Group offers a diverse range of financial services, including banking, leasing, securities, credit cards, and consumer finance. The Group has more than 130 offices and 80,000 employees worldwide in nearly 40 countries. Sumitomo Mitsui Financial Group, Inc. (SMFG) is the holding company of SMBC Group, which is one of the three largest banking groups in Japan. SMFG’s shares trade on the Tokyo, Nagoya, and New York (NYSE: SMFG) stock exchanges.

In the Americas, SMBC Group has a presence in the US, Canada, Mexico, Brazil, Chile, Colombia, and Peru. Backed by the capital strength of SMBC Group and the value of its relationships in Asia, the Group offers a range of commercial and investment banking services to its corporate, institutional, and municipal clients. It connects a diverse client base to local markets and the organization’s extensive global network. The Group’s operating companies in the Americas include Sumitomo Mitsui Banking Corp. (SMBC), SMBC Nikko Securities America, Inc., SMBC Capital Markets, Inc., SMBC MANUBANK, JRI America, Inc., SMBC Leasing and Finance, Inc., Banco Sumitomo Mitsui Brasileiro S.A., and Sumitomo Mitsui Finance and Leasing Co., Ltd.

The anticipated salary range for this role is between $128,000.00 and $165,000.00. The specific salary offered to an applicant will be based on their individual qualifications, experiences, and an analysis of the current compensation paid in their geography and the market for similar roles at the time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC offers a competitive portfolio of benefits to its employees.

Role Description

SMBC America’s Sourcing & Procurement department, as a part of the Finance organization, is undergoing an exciting transformation. The Vice President (VP), Communications & Customer Service will be a key member responsible for supporting a centralized, strategic, and value-driven procurement function that will better enable the timely delivery of quality goods and services to our businesses. The Head of Procurement Communications & Customer Service plays a key role in enabling and supporting end users throughout the Sourcing and Procurement lifecycle.

The individual in this role will spend a majority of their time managing our Customer line of support for internal stakeholders, providing expert-level assistance in a variety of Procurement tools including Coupa, Concur, and ServiceNow.  This VP is an Team leader managing a team of customer service representatives. Additional responsibilities will include development of team processes and procedures documentation, leading Procurement Training initiatives & office hours, and developing and distributing key Procurement communications across the organization.

A successful candidate for this role will have excellent communication, analytical, and leadership skills. He or she must have the flexibility to respond to dynamic priorities, the ability to work with and support senior stakeholders, and the ability to collaborate across functions and corporate levels.

Role Objectives

Key objectives will include, but not be limited to, the following:

• Actively Manage a team of Customer Support Representatives leveraging the ServiceNow Customer Service portal to ensure End Users receive exceptional support
• Constantly evaluate and optimize the customer experience as it relates to interacting with the Sourcing and Procurement organization and its platforms
• Expand Customer Service reporting capabilities while looking for continuous improvement to optimize strategic Customer Support
• Serve as a key Procurement Point of contact to internal business users, suppliers, and applicable Sourcing and Procurement teams to communicate and facilitate change management.  Additionally, Provide general guidance and support on Procurement policy and process to suppliers and internal stakeholders.
• Lead Procurement Communications for key Sourcing & Procurement transformational initiatives
• Delivering a range of ongoing Customer Service SLA’s status’ and reporting within the Bank, leveraging standardized templates and communication channels
• Lead the Procurement team intake process for tickets, enhancements, and bug/break-fix to include level 1 and 2 routing model and SLA’s.
• Build and lead periodic end user trainings and office hours across the organization
• Create, distribute, and maintain level 0 support documentation to include user guides, FAQ’s on how to perform various Sourcing and Procurement tasks, and recordings.
• Ensure appropriate planning, training, and stakeholder engagement to facilitate effective adoption of new