Introduction

At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk

Your Role and Responsibilities

• 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, and retention of team members; 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 CAC 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.

• Provide thought leadership to the team.

• Assume additional responsibilities as assigned by reporting manager.

Required Technical and Professional Expertise

• 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.

• Any Graduate with 2- 3 years of Procurement experience.

Preferred Technical and Professional Expertise

• Apply analytical skills, numerically astute with strong demonstrated problem solving abilities

• Apply communication skills, able to build and maintain effective and productive relationships with staff, stakeholders and suppliers

• Apply collaboration/teaming techniques

• Perform in matrix organization

• Perform time management, prioritise tasks and achieve set targets

• Apply Knowledge of Business Organization and Processes, Work instructions

• Apply Business Control Requirements

• Apply customer satisfaction skills / client facing skills

• Ability to complete staff-work to a high standard

• Keen attention to detail and accuracy

• Should adhere to set timelines and set expectations

About Business UnitThe IBM Finance organization is responsible for driving enterprise performance and transformation. We are the financial stewards of IBM, delivering IBM's financial strategy, developing new business models, and mitigating enterprise risk. Do you have a passion for creating business value? Join our team in accounting, financial planning, pricing, business controls, tax, treasury, business development (acquisitions & divestitures), and global financing.

This job requires you to be fully COVID-19 vaccinated prior to your start date and proof of vaccination status will be required before your start date. During the Onboarding process you will be asked to confirm your vaccination status, in case you are unable to get vaccinated for any reason, you can let us know at that stage. Please let us know if you are unable to be vaccinated due to medical or religious reasons. IBM will consider such requests on a case by case basis subject to submission of required proof by the candidate before a stipulated date.

Your Life @ IBMIn a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

About IBMIBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Location StatementWhen applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience.

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.