Title:  Procurement Operations & Client Service Desk

Responsibilities:

Language: French

• Working with onshore functions to ensure optimal use of Operational Procurement & Client Service Desk systems and capabilities

Overall accountability for:
• first level support for internal business partners, external procurement partners and third-party providers in line with agreed SLAs, OLAs, KPIs, including response and resolution times • handling, maintenance and documentation of client requests, queries and resolution through their ticketing solution against a defined service catalogue. 
• maintenance of knowledge management systems and client education material (e.g. ‘how to’ guides) to ensure ongoing efficiency and effectiveness of process and client satisfaction
• day-to-day operational process management and support of relevant operational and P2P processes to ensure accurate and timely ordering and receipt of goods and services (e.g. supplier on-boarding, catalogue management / maintenance, other master data management / maintenance, help desk queries (voice and written), PR/PO processing and assistance etc.) 
• optimised and compliant use of defined procurement processes, platforms and channels through continuous improvement (supported by in-house process excellence resources),  end user education, P2P platform roll-out / expansion / enhancement (including data / gap analysis, testing, end user training and change management)
• Acting as the senior point of internal and external client escalation and resolution as required.
• Providing expertise across a range of P2P process and system issues, solutions and strategy as required, e.g. to support existing client service expansion / enhancement or new client integration / implementation and support management with ad-hoc tasks, report, activities
• Ensuring functional KPIs, SLAs and other performance objectives are met
• Responsible for maintaining an effective internal controls framework across all CIQ group
• Collaborate with cross-functional teams to streamline procurement workflows.
• Provide operational backup to the manager in case they are unavailable, offering operational support to colleagues.