Procurement Operations, Client Service Desk

Role Overview

• Deliver value-add sourcing services to clients in a structured, professional and consistent manner.
• Work with the Head Operational Procurement and Client Service Desk and other internal departments to ensure optimal use of Operational Procurement & Client Service Desk systems and capabilities.
• 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. catalogue management / maintenance, other master data management / maintenance, help desk queries (voice and written), PR/PO processing and assistance etc.).
• Optimize and comply with 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).
• Provide expertise across a range of P2P process and system issues, solutions and strategy as required, e.g. to support existing client service expansion / enhancement or new client integration / implementation and support management with ad-hoc tasks, reports, activities.
• Ensure functional KPIs, SLAs and other performance objectives are met.
• Maintain an effective internal controls framework across all CIQ group.
• Collaborate with cross-functional teams to streamline procurement workflows.
• Handle, maintain and document client requests, queries and resolution through their ticketing solution against a defined service catalogue.
• Maintain knowledge management systems and client education material (e.g. ‘how to’ guides) to ensure ongoing efficiency and effectiveness of process and client satisfaction.

Requirements

• A bachelor's degree in business administration, supply chain management, finance, or a related field
• Previous experience with any procurement software, helpdesk tool (ServiceNow would be a plus) and Microsoft Office Suite (Microsoft Excel, Microsoft Outlook, Microsoft Teams)
• Good communication and interpersonal skills
• Detail-oriented and organized person
• Ability to work effectively in cross-functional teams (e.g. with finance, legal and operations)
• Understanding of global sourcing and cultural sensitivities, especially in internal procurement contexts.

Tech Stack

• ServiceNow

Benefits

• Health insurance
• Paid time off
• Flexible work arrangements
• Professional development opportunities