Procure to Pay Senior Manager, Service Desk
Boston Consulting Group (BCG)
Location
Delhi | India
Job description
What You'll Do
We are seeking a dynamic and experienced Service Desk Senior Manager to lead a team of Procurement Operations Service Desk Specialists managing queries from stakeholders and suppliers on Source to Pay activities including supplier onboarding, contract management, buying, purchase requisitions and orders and invoicing. The ideal candidate will possess exceptional leadership skills, extensive experience in people and stakeholder management, and a deep understanding of procurement processes. Leadership and Team Management - Overseeing Team Performance: Lead and manage a team of Service Desk Specialists, ensuring they meet or exceed performance expectations.
- Training and Development: Identify training needs and provide or facilitate relevant training to enhance team skills and knowledge.
- Staffing and Resource Allocation: Manage staffing levels, including hiring, promotions, and performance evaluations, to ensure the team is adequately resourced.
- Conflict Resolution: Address any interpersonal or professional conflicts within the team promptly and effectively.
- Mentoring and Coaching: Provide guidance and mentorship to team members, aiding in their professional growth and development.
Customer Service Excellence - Service Standards: Set and maintain high standards of customer service within the team.
- User Experience Improvement: Continuously seek ways to enhance the user experience for internal stakeholders and suppliers.
Operational Excellence - Process Optimization: Continuously assess and improve service desk processes for efficiency and effectiveness.
- Query Handling: Oversee the resolution of complex queries related to supplier onboarding, contract management, and procure-to-pay operations.
- Quality Assurance: Implement quality control measures to ensure high standards in service delivery.
- Policy Compliance: Ensure all procurement activities comply with organizational policies and legal requirements.
- Technology Utilization: Leverage appropriate technology solutions to enhance service desk operations.
Strategic Planning - Strategic Initiatives: Contribute to the strategic planning of procurement operations, aligning service desk activities with broader organizational goals.
- Innovation and Improvement: Identify and implement innovative solutions to improve service desk efficiency and effectiveness.
- Budget Management: Oversee the budget for the service desk, ensuring optimal allocation and utilization of resources.
Stakeholder Management - Internal Collaboration: Cultivate strong relationships with internal stakeholders, understanding and addressing their procurement-related needs and concerns.
- Supplier Relationships: Manage relationships with suppliers to ensure favorable terms and effective cooperation.
- Stakeholder Communication: Maintain clear and consistent communication with all stakeholders regarding service desk processes and updates.
- Feedback Management: Collect and address feedback from users and stakeholders to improve service delivery.
Data Analysis and Reporting - Performance Metrics: Develop, implement, and monitor key performance indicators (KPIs) to assess the effectiveness of the service desk.
- Reporting: Provide regular reports to senior management on service desk performance, challenges, and achievements.
- Data-Driven Decision Making: Utilize data analytics to inform strategies and improve operational and service efficiency.
Risk Management - Risk Assessment: Identify and mitigate risks associated with procurement processes and vendor management.
- Continuous Monitoring: Regularly review service desk operations to identify potential issues or areas of vulnerability.
YOU'RE GOOD AT
- A proactive and positive customer service mindset to ensure that business users receive a great Source to Pay experience.
- Fostering a positive and collaborative team culture that encourages open communication, creativity, and continuous improvement.
- Effective communication and the ability to build strong relationships at all levels.
- Analytical mindset with the ability to interpret data and generate meaningful insights.
- Critical thinking to identify the root cause and implement remedial action.
- Time management and organizational skills
- Comfort with ambiguity and iterative process.
- Highly self-motivated with the ability to drive change in a global organization with minimum supervision.
- Demonstrates accountability and ownership.
You Bring (experience & Qualifications)- Bachelor's degree in business administration, Supply Chain Management, or a related field
- Minimum of 10 years' experience in procurement, with at least 3-4 years in a senior managerial role.
- Proven expertise in people management, with a track record of developing high-performing teams.
- Strong understanding of Source to Pay procurement processes and policies, compliance, and risk management.
- Understanding of Purchase-to-pay tools (e.g., Coupa, Ariba, Oracle, etc.). Experience in Coupa will be a plus.
- Experience of managing multi geographies across time-zones
- Proficiency in Microsoft suite (Word, Excel, and PowerPoint)
- Global Experience within the professional services industry in procurement or related function
- Experience of managing SLA and performance for support
- Ability to tailor presentations to address the specific concerns and interests of senior leadership.
YOU'LL WORK WITH
Our business management and operations team members work to ensure that BCG is running smoothly, efficiently, and productively. We are made up of executive and administrative (or case team) assistants, visual service artists, receptionists, facilities staff, and the team leaders and office coordinators who manage these operations and business management jobs.
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