Team Leader Procurement (Global)

Purpose of the Role

Lead the Procurement Process and should be able to manage the team and ensure Accuracy, Maintain SLA as per customer agreement

Detailed Areas of Responsibilities

Reduce aging of pending tasks/activities like price differences/RFQ/IR orders, PR, PO, operational reports and handling exceptions arising from customers and supplier to ensure SLAs are met as agreed for customer satisfaction.

Stakeholder/ Business Management

• Ensure adherence to Quality norms and processes
• Interact with customers (internal / external) to meet process deliverables
• Create status reports for customers (internal/external)
• Manage and resolve escalations and issues raised by customers and process specialists

Knowledge Management

• Perform knowledge sharing
• Update Process documentation /user manuals as appropriate for the process
• Participate in knowledge transfer

Customer Relationship Management

• Achieve Individual SLA targets(TAT, accuracy )set as well the account level collective targets set for the team(quality score, resolution rate)
• Drive continuous process improvements by initiating and delivering process improvement projects
• Ensure compliance of all process requirements is not less than 100%
• Ensure that the buffer resources do not exceed permitted limit as % of the total headcount of the account.
• Ensure Productivity Improvement plan is as per the contract (min) OR Organizational norms established.
• Ensure Team Productivity levels are achieved as per the targets set year on year
• Ensure Process Health Score is greater than 95% as per the scores measured by DAG team.
• Ensure Utilization is greater than 85% or achieve the targets set by the Organisation
• Ensure Seat Utilization is greater than 1.5.
• Ensure Customer Satisfaction and build relationships measured by team CSS
• Review team performance on process metrics
• Conduct internal/external client audits
• Identify development needs and ensure training fulfillment for the team (to be tracked against the training plan)
• Manage employee retention and engagement (Manage attrition within a target range and ESAT scores)
• Contribute to Recruitment (measure through participation in screening and interviewing candidates)
• Complete all mandatory training and certifications for self and team
• Prepare CAPA/FMEA
• Prepare/Validate SOP
• Connect with the customer & provide highest level of satisfaction to the customer

Process Improvements & Adherence

• Drive team to achieve process SLAs / metrics productivity and quality targets within the established timelines
• Ensure individual SLAs are met on processing transactions (if applicable)
• Ensure process guidelines are followed and met as documented
• Conduct analysis and track services delivered
• Initiate and deliver on process improvement projects to improve process efficiencies
• Review process audit findings and take corrective action to prevent negative results
• Innovate opportunities to automate & reduce manual interventions.
• Ensure UATs are conducted before go live & Systems are implemented
• Conduct Quality checks & periodical review of process adherence
• Discuss/ suggest the way forward, improvement areas to the customer/process
• Drive a culture of continuous improvement within the team
• Maintain operations rigor around daily huddles, knowledge management, cross training etc.
• Provide updates and submit reports related to own area of work

Project Delivery

• Drive team to achieve process SLAs / metrics productivity and quality targets within the established timelines
• Ensure individual SLAs are met on processing transactions (if applicable)
• Ensure process guidelines are followed and met as documented
• Conduct analysis and track services delivered
• Initiate and deliver on process improvement projects to improve process efficiencies
• Review process audit findings and take corrective action to prevent negative results
• Innovate opportunities to automate & reduce manual interventions.
• Ensure UATs are conducted before go live & Systems are implemented
• Conduct Quality checks & periodical review of process adherence
• Discuss/ suggest the way forward, improvement areas to the customer/process
• Drive a culture of continuous improvement within the team
• Maintain operations rigor around daily huddles, knowledge management, cross training etc.
• Provide updates and submit reports related to own area of work

People/ Team Management

• Provide work direction and guidance to team members: ensure accuracy of the work of team members, their ability to operate under deadlines and to work on multiple tasks
• Establish systems and procedures in the team
• Allocate work and tasks to the team
• Conduct team building activities to enhance motivation
• Conduct knowledge transfer sessions for new joiners in the team
• Conduct process training or refresher training if required