Procurement Operations & Client Service Desk

Working with onshore functions to ensure optimal use of Operational Procurement & Client Service Desk systems and capabilities

Overall accountability for:
• first level support for internal business partners, external procurement partners and third-party providers in line with agreed SLAs, OLAs, KPIs, including response and resolution times • handling, maintenance and documentation of client requests, queries and resolution through their ticketing solution against a defined service catalogue.  • maintenance of knowledge management systems and client education material (e.g. ‘how to’ guides) to ensure ongoing efficiency and effectiveness of process and client satisfaction
• day-to-day operational process management and support of relevant operational and P2P processes to ensure accurate and timely ordering and receipt of goods and services (e.g. supplier on-boarding, catalogue management / maintenance, other master data management / maintenance, help desk queries (voice and written), PR/PO processing and assistance etc.) 
• optimised and compliant use of defined procurement processes, platforms and channels through continuous improvement (supported by in-house process excellence resources),  end user education, P2P platform roll-out / expansion / enhancement (including data / gap analysis, testing, end user training and change management)
• Ensuring functional KPIs, SLAs and other performance objectives are met
• Responsible for maintaining an effective internal controls framework across all Chain IQ group