Title:  Global Client Performance Manager

At Chain IQ, your ideas move fast.

Chain IQ is a global AI-driven Procurement Service Partner, headquartered in Baar, Switzerland, with operations across main centers and 16 offices worldwide. We provide tailored, end-to-end procurement solutions that enable transformation, drive scalability, and deliver substantial reductions in our clients' indirect spend. Our culture is built on innovation, entrepreneurship, ownership, and impact. Here, your voice matters - bold thinking is encouraged, and action follows ambition.

Join our team

Client Engagement Manager, Governance & Risk Lead 
We are seeking an experienced and detail-oriented Governance & Risk Lead to oversee end-to-end operational performance, quality assurance, and risk management across Source-to-Contract (S2C) and Procure-to-Pay (P2P) processes.
The role is accountable for driving service delivery excellence, ensuring KPI achievement, maintaining compliance with internal controls and regulatory requirements, and proactively managing risks and escalations. This position requires close collaboration with internal teams, clients, and risk, compliance, and audit stakeholders to ensure stable, high-quality, and resilient service delivery.

Key Responsibilities 

Service Delivery Performance & Operations

• Oversee end-to-end service delivery across S2C and P2P processes, ensuring productivity, capacity utilization, and throughput.
• Monitor, analyze, and report on KPIs, SLAs, and SPIs to ensure transparent and effective performance management.
• Identify underperformance and define structured remediation actions, including root cause analysis, corrective measures, and timelines.
• Lead and manage ad-hoc projects addressing operational, performance, or delivery-related topics.
• Assess overall service delivery performance, identifying strengths, weaknesses, and improvement opportunities.
• Manage client satisfaction and feedback processes, including CSAT analysis and root cause identification.

Quality, Compliance & Controls

• Ensure adherence to internal control frameworks, data quality standards, and NFRI requirements.
• Coordinate audit-related topics and ensure readiness for internal and external audits.
• Track and monitor remediation actions arising from risk, audit, or compliance findings to ensure timely closure.
• Provide transparency across quality and control topics through structured documentation and reporting.

Risk & Escalation Management

• Proactively identify operational and delivery risks across S2C and P2P processes.
• Maintain a consolidated risk register, including clear mitigation actions, ownership, and tracking.
• Act as Subject Matter Expert (SME) for risk-relevant topics (e.g., TPRM, DORA), ensuring alignment with regulatory and client risk frameworks.
• Own escalation management for S2C and SJS process issues, ensuring structured handling and timely resolution.
• Manage escalations related to RSCM processes and broader service delivery, quality, or risk issues.
• Maintain escalation logs and resolution records, ensuring transparency and auditability.

Reporting & Documentation

• Deliver structured reporting including service delivery performance overviews, KPI dashboards, and remediation plans.
• Prepare and maintain quality, compliance, risk, and escalation documentation in line with governance expectations.
• Provide early-warning risk assessments and performance insights to support proactive decision-making.

Qualifications & Experience / Education
Bachelor’s degree in Business Administration, Operations, Finance, Supply Chain, or a related field.

Professional Experience

• Proven experience in service delivery management, operations, or performance management within regulated or complex environments.
• Solid experience with S2C and/or P2P processes and managed service delivery models.
• Demonstrated experience in performance management using KPIs, SLAs, and SPIs.
• Strong background in risk management, internal controls, audit coordination, and compliance topics.
• Experience managing operational escalations and client-facing issue resolution.

Skills & Competencies

• Strong analytical and problem-solving skills, including root cause analysis.
• Structured, detail-oriented approach with strong documentation discipline.
• Excellent stakeholder management and communication skills.
• Ability to manage multiple priorities in a dynamic, fast-paced environment.
• Proactive, solution-oriented mindset with high accountability. 

Join a truly global team.

We offer a dynamic and international environment where high performance meets real purpose. We're proud to be Great Place to Work-certified and even prouder of the people who make that possible. Let’s shape the future of procurement - together.

Chain IQ – Create. Lead. Make an impact.

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