At IBM Finance & Operations we are the backbone of IBM’s transformation driving efficiency transparency and smart decision-making across the business. Our teams provide the insight and discipline that guide strategy ensure financial strength and enable IBM to invest in innovation and growth. Working in Finance & Operations means combining analytical skills with collaboration and curiosity. You’ll partner with colleagues across functions and geographies using data technology and process excellence to create solutions that improve performance and deliver measurable impact. IBM offers continuous learning career development and a culture that values diverse perspectives. Join us and be part of a global team that keeps IBM moving forward while building your own future in a dynamic and evolving environment.
*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 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 Helpdesk 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.
*Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyses information skilfully.
*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.
*Be flexible working 5 business days from office.
*Any Graduate with 3- 4 years of Procurement experience