Associate Director - Procurement Service Delivery Leader - Big4

Client : Big 4 MNC

Rank : Associate Director

Prefer : Candidates who can join immediately & from the Non IT Industry.

This role can be based in Bangalore or Kochi.

Job Summary :

The role of the GSS Procurement Service Delivery Leader will be to agree and deliver a range of services co-developed with Procurement to an agreed set of Service Level Agreements and Key Performance Indicators.

The role will work closely with Procurement Operations leaders as well as members of each Procurement category including Real Estate, Travel and Meeting & Events Services, Technology Procurement, Products & Services, and Process & Tools, and will be a member of their extended leadership team, while reporting to the Leader.

This is a senior appointment and will play a leading role in establishing this new service function. The role holder will be expected to form lasting relationships with leaders and other key stakeholders to drive the development of new and exciting service offerings which are aligned with existing operating protocols. In addition, as a part of the Leadership team, this role will also contribute to the overall strategy and initiatives.

Essential Functions of the Job :

- Develop a suite of service level agreements that align to each of the functional verticals in Procurement (Real Estate, Travel and Meeting & Events Services, Technology Procurement, Products & Services, and Process & Tools).

- Put in place a service delivery and account management protocols which align with the operating model, and keep to the principles of Exceptional Client Service (ECS) in all aspects of the operations.

- Manage, monitor and review the overall quality of service across all processes within a multiple country environment on a timely basis. Ensure adherence to service level agreements and deliver high quality, cost effective and efficient services.

- Continually challenge existing ways of working. Identify and develop new opportunities for standardization and consistency in service delivery, as well as recommend new service offerings.

- Instil a culture of continuous process improvement across GSS Procurement, highlighting importance of ECS and delivering high quality service

- In collaboration with Procurement stakeholders, engage with Region and country contacts to drive the value of offshoring of agreed processes and put in place action plans to transition activity into GSS (using support from GDN Operations teams, e.g. GDN Transformations).

- Consider the implementation of SAP, and build a process based service delivery organization to support customer requirements.

- Sponsor process improvement projects within GSS Procurement, getting involved and steering direction, as and when needed.

- Engage with and create meaningful and productive business relationships with each of the vertical leaders, be seen as trusted advisor.

- Actively contribute as part of the Procurement extended leadership team.

- As a leader, contribute to overall strategy and initiatives as determined. Coordinate the delivery of Procurement with other service lines as appropriate, including participating in any wide projects.

- Interview and hire senior staff, liaising with the recruitment teams in the centers.

- Prepare and review the annual budget for Procurement in conjunction with overall budget time lines and monitor actual financial results against agreed targets.

Analytical/Decision Making Responsibilities :

- Challenge existing procurement process and approaches. Think creatively and provide innovative suggestions that will improve service delivery. Prioritize and manage the implementation of multiple initiatives to improve productivity and efficiency.

- Act as an escalation point for all service delivery issues and ensure timely closure of all issues to the satisfaction of the customer.

- Use previous working experience and knowledge to demonstrate expertise in the - offshore- business model, applying to procurement service delivery

- Continually review and maintain the GSS Procurement services organization structure, ensuring resources are available and capable of meeting agreed business and customer requirements, including periods of peak demand and absence. Ensure resource requirements are planned in advance of any future service offerings or changes to service delivery.

Knowledge and Skills Requirements :

- Mandatory and Optional / being considered as an asset

- The role holder will be required to show in-depth understanding of the GSS and its operating model, to co-develop service offerings that are aligned to Procurement strategies and goals.

- Able to handle discussions with senior leaders across Procurement and GSS to help drive decision making and enhance services delivered from GSS.

- Ability to explain the organization structure of, Procurement and GSS - including strategies, initiatives and policies, and apply this knowledge in managing GSS Procurement services and delivering on its priorities.

Supervision Responsibilities :

- The role holder will be responsible for overall service delivery and the service quality of their service function and will have a number of direct reports based on the GSS Procurement Services organization structure.

- Responsible for driving engagement across the service function, able to drive change with empathy and a global mindset. Create an environment that motivates individuals and teams and recognizes exceptional performance.

- Discuss, develop and monitor formal performance goal setting with team members, including development and career goals, in line with stated performance review process.

- Build and maintain a high performing team, focused on delivering Exceptional Client Service.

Other Requirements :

- This role can be based in Bangalore or Kochi.

- Occasional travel to other GDN Location and/or other cities as may be required from time to time.

Job Requirements : Education : (What is the minimum level of education needed/suggested to perform this job- )

- Bachelors degree or above from a commercial, business or procurement related discipline.

- Postgraduate qualification, such as an MA or MBA in a relevant specialism.

Experience :

- At least 10 - 15 years of relevant progressive experience (including experience leading functional teams) from a large organization, either a partnership or multi-national corporation.

- In depth working experience gain from within the field of procurement, or related discipline.

- Proven working experience of a Shared Services Center operations and/or BPO operations.

- Proven ability to lead teams, demonstrate leadership competencies including coaching skills.

- Positive, can-do attitude and strong business acumen.

- Excellent organization, analytical and problem solving skills.

- Strong communication (verbal and written) and interpersonal skills - able to handle conflict situations and resolve issues satisfactorily.

- Culturally sensitive, capable of handling interactions with a - global mindset- .

- Outstanding spoken and written English (proficiency in other European languages are preferable).

- Demonstrable facilitation and presentation skills.

Certification Requirements :

- Proficiency within a Procurement or a procurement related (e.g. finance) specialty

- Proficiency in standard workplace technology, e.g. Microsoft office

Siby