IBM BTO BCS in Cracow is one of the leading international companies providing business process support services. In our center we are providing accounting and financial services to foreign customers in three core processes: Accounts Payables, Accounts Receivable and General Ledger.
Procurement Operations Manager
Work location: Cracow
The Procurement Operations Manager will be responsible for the delivery of procurement services for IBM's client(s). He/ She will lead a team of Assistant Managers/ Team leaders, Buyers and will be responsible for client satisfaction, meeting SLA commitments between the Client and IBM. He/ She will be directly involved in building a new procurement department in Cracow and the transition of processes to the new location.
Key Responsibilities:
- Manage overall operation of the Procurement Center team in support of client’s order execution and Customer Assistance Center (client specific details)
- Direct and coach the team of Assistant managers/ team leaders and/or buyers on a need basis towards meeting customer expectations
- Ensure tight linkage between Order Executers and Sourcing/Buying teams at the account
- Manage all activities relating to the staffing of the procurement center team; improve employee motivation and provide periodic performance feedback
- Work with delivery project executive and SPM to understand client expectations and requirements
- Manage operational plan to ensure all applicable SLA’s are being met
- Measure, monitor, and improve on all key process metrics to ensure efficient and effective use of resources for the value of work being managed
- Resolve customer satisfaction and performance issues. Handle escalations and conduct root cause analysis to find and implement lasting solutions
- Identify and mitigate any risks/ issues that are foreseen as potential bottlenecks to the procurement operations process
- Participate in account team management system for client reviews and ABC monthly reviews to provide process specific feedback
- Approve and execute staffing increases or reductions if change in operational scope occurs
- Resolve any issues relating to business controls guidelines and ensure audit readiness of all purchasing documents
- Review team performance
- Manage operational support to cost case
- Manage turnover and attrition of LCC resource
Requirements:
- Extensive experience (3-5 years) in leading large teams, ideally with experience in high volume processing functions within an international environment.
- Strong procurement background, including a management / team leading role
- Deep experience in driving teams to work in a service oriented, customer focused environment.
- Fluent English
- Negotiation skills to deal effectively with clients and internal functions to develop mutually agreed solutions.
- Ability to adapt - ability to cope with different situations, different requirements,
- Problem solving - accurately accumulating information and its analysis; forecasting potential problems and planning; allowing for alternative, creative solutions and identifying most reasonable solutions.
- Communication - clear, concise and honest in oral and written communication; attentive listening focused on understanding; adjusting the style of speech to the situation and to the audience; understanding and making use of accessible communication tools.
- Drive to achieve - achieving ambitious goals and looking for better results; consequently overcoming obstacles that rise on the way; actively gaining knowledge and refining skills.
- Assuming responsibility - active identification of needs and assuming responsibility for tasks and decisions.
- Cooperation - effective cooperation with different units and teams inside and outside IBM; mutually respecting and appreciating differences; building and strengthening relations; finding solutions favorable for both sides.