Typical Day in the Role:
Review and triage goods/services intakes directing requestors to the correct sourcing channel. This will include the following:
Applies knowledge of procurement policy and follows Standard Operating Procedures (SOPs) to triage goods and services intake requests. intake requests.
Interacts with goods and services requestors and Sourcing Managers to review and clarify intake requests. Challenge requestors to direct low value and low risk intake requests to existing suppliers.
Advises requestors to ensure mandatory requirements highlighted in the Self-Service Sourcing Guide are followed when the intake requests do not require Global Procurement Services Sourcing assistance.
Deliver support and assistance daily to contract owners globally, to enable them to navigate the source-to-contract process. This will include the following on a daily basis:
Respond to/solve enquiries and information requests (a.k.a. tickets, support issues). interacting with requestors via multiple channels.
Log and track support issues/tickets.
Re-assign requests to other groups as needed.
Operates the Bank’s procurement technology solutions for consulting existing supplier/contract records and updates the intake requests as needed.
Populates and maintains the intake requests Master Data Base. Updates the intake status daily to ensure accuracy of analysis dashboard.
Executes the framework for Procurement Policy non-compliance and subsequent action plans.
Prepares, updates, follows Standard Operating Procedures documentation to ensure data quality and consistent delivery of service according to established Operating Level Agreements (OLAs).
Prepares, updates, follows the Problem Resolution Procedure (PRP) documentation to resolve common problems.
Escalate issues to Manager and track to resolution. Understands how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
Candidate Requirements/Must Have Skills:
•5 years of experience in operations, customer service, business help desk or support, branch management, project coordination, business administration, and/or business process improvement.
•2 years of experience with Microsoft Office (Word, PowerPoint) and Excel (able to write formulas, effectively use lookup & references functions, logical functions and text functions at a minimum).
•Good customer service skills when dealing with internal and external stakeholders. (customer facing or operation)
***** Good written, oral and presentation skills and an ability to synthesize information and make clear, concise recommendations. *****
Nice-To-Have Skills:
•Experience with ServiceNow or other procurement tools is desirable.
Soft Skills Required:
• Proven customer service skills, as well as flexibility to adapt to changing environments.
• Team player
• Positive attitude
• Strong organizational skills
• Fluency in English (written & verbal) and Organizational Skills.
•Detail oriented, analytical skills and data collection and manipulation experience.
•Good written, oral and presentation skills and an ability to synthesize information and make clear, concise recommendations.
•High level of self-motivation and initiative, and ability to operate effectively as a team player.