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Title:  Client Solution & Service Delivery - Consultant

Location: 

Singapore, SG

Date:  Oct 3, 2021

 

Chain IQ is an independent, global service company providing strategic, tactical and operational procurement for its clients. Chain IQ operates from its main centers – Zurich (headquarters), New York, London, Singapore, Mumbai and Bucharest – and is currently servicing more than 20 countries (including Germany, China, Hong Kong, Japan and Australia).

Chain IQ is growing! In order to provide our clients continuously with an excellent service, we want to further strengthen our team in Singapore and are therefore looking for you!

 

Client Solutions Brief: 

Client solutioning to improve their costs, efficiencies and performance in managing indirect / third-party spend. A key measure of success is the conversion of prospects into client acquisition through development of viable sourcing solutions in the due diligence process phase. This role will assist the Head, Client Solutions and Service Delivery in this process of due diligence, developing sourcing and procurement solutions throughout the source to pay lifecycle for the client. In addition, tactical execution of these sourcing solutions may be assigned for both local domestic clients’ needs as well as for other country locations as required.

 

Tasks and Responsibilities:                      

  1. Client Solutions
  • Support the client pursuit process in surfacing and diagnosing pain points, shaping the buying vision, to structuring the winning solutions. In order to do so, the candidate must be capable of handling data (topline or otherwise) and extract savings insights / hypotheses from the spend diagnostics. Frequently, proof of concepts are required to heighten client confidence of the proposed solutions.
  • See through any client transformation from the point of acquisition and ensure a seamless hand over to the service delivery team. It is imperative firstly to have a solid grounding in strategic sourcing in order to effectively develop client solutions.
  • Oversees and coordinate with cross service teams regionally to ensure products and tools/solutions meet client’s needs
  • Leveraging internal experts, establish appropriate procurement strategy to facilitate client wins.
  • Competently see the process from solution hypothesis, due diligence and delivery of a client business case.
  • Serve as the project manager for the proposed sourcing solutions ensuring all requirements are effectively structured, prioritized and developed into a compelling business proposal.
  • Contribute to developing best in class sourcing / procurement solutions which help clients derive value from actionable insights
  • Contribute to the clients’ development of strategic sourcing operations roadmaps, frameworks, processes and governance to achieve business goals, operational efficiencies and adoption of best in class procurement principles in procurement design and development
  • Understand and clearly articulate to prospects and clients the Chain IQ services.
  • Establish strong partnerships with service and leaders globally to ensure solutions best address the client’s needs in the short and long-term
  • Remain tuned into new clients, e.g. participate in quarterly reviews to help identify opportunities to expand the client footprint by partnering with business and service leaders.
  • Collaborate seamlessly with Regional / Global teams in service deliveries to clients
  • Contribute to the continual development of team members through best practice sharing

 

Service Delivery Brief:

Service Delivery is responsible to enhance client satisfaction by ensuring a high-quality, client-oriented service delivery in line with Chain IQ’s contractual obligations and the client’s expectations. He/she internally coordinates the operational handling of client requests, issues and problems. The Service Delivery position can be assigned for an end-to-end service implementation and service delivery to clients under management.

 

Tasks and Responsibilities:         

  1. Service Delivery
  • Act as single point of contact for service-related client questions
  • Ensure a strong client satisfaction experience through quality service, proactive value creation and trusted partnerships.
  • Have a multi-client delivery mindset that constantly think cross-linked and apply value creation levers across the clients under management.
  • Perform client onboarding in order to start Chain IQ operation in line with contractual obligations
  • Monitor Chain IQ’s client-related performance and collaborate with Chain IQ internal functions in order to ensure an accurate, smooth and efficient service delivery in alignment with contractual obligations. The performance monitoring shall also serve as basis for client reporting
  • Perform internal quality assurance, e.g. continuous supervision of processes, operations and change management related to Chain IQ’s service delivery for the client
  • Collect and present specific client reports in line with contractual obligations
  • Proactively identify and implement continuous service improvement measures to ensure client satisfaction.
  • Operational handling of escalated client demands, risks, issues and disputes and coordinate / assign internally. Hands-on management of operational issues and to oversee the end-to-end resolution process.
  • Proactive identification of client related risks and propose mitigation measures / plan
  • Develop a deep understanding of client business needs/demands and collect and distribute important client information
  • Identify new client demands / requests and proactively develop innovative client-orientated solutions in order to drive up- and cross-selling opportunities; this includes the involvement of client executives
  • Maintain an open dialogue with the client in order to create a strong, long-term relationship and to anticipate evolving client demands / requests
  • Definition of the overall client strategy in alignment with Chain IQ’s corporate strategy
  • Ensure timely and accurate billing and forecasting post service implementation
  • Collaborate with and marshal internal functions during bidding processes in order to provide accurate contracts, engagement letters and invoices
  • Accept and internally assign change requests, identify potential implementation approach and required resources within Chain IQ. Implement change requests and supervise the resolution progress regarding change activities
    Service Delivery tasks (as assigned for all client segments)
  • End-to-end service implementation and service execution. Implementation includes but is not limited to the execution of spend diagnostics, savings discovery (insights), development of sourcing strategies, savings priority plans, execution of savings initiatives and programmes, etc.

 

Requirements:

Qualification:

  • University degree (ideally in economics or Supply Management and/or Legal) or industry experience equivalent
  • Additional sourcing/procurement certification will be advantageous
  • Strong oral and written English
  • Advanced skills in Microsoft Power BI, Powerpoint, Excel, Word

 

Experience:

  • A minimum of 7 years experience and demonstrable success in sourcing solutions development, managing sourcing operations, strategic sourcing ideally gained in an international environment.  Excellent communication (written, verbal) and interpersonal skills to positively influence people to make the appropriate decisions for the client(s) and resolve conflicts effectively
  • Proven people / resource management skills (for service delivery)
  • Growth mindset with a strong work ethic
  • Customer service focused. Dedicated to exceeding client’s expectations, ensuring excellence in delivery are achieved through the right solution
  • Achieves immediate credibility, confidently presenting varying ideas to create value and challenge the status quo. Show the ability to think quickly, listen well to others, and understand how to react and modify approach to thrive in front of clients and other key influencers
  • Thrives in ambiguity. Proven to be able to navigate through complex, multi-faceted organizations with multiple stakeholders
  • “Hands-on” approach in directly designing and execution of the proposed procurement solutions e.g. due diligence, spend categorization, spend analytics, developing dashboards, sourcing tactics
  • Analytical and capable to develop compelling sourcing insights / strategies from client data
  • Proven ability to work independently and as well as being a team-player as part of a cross functional team
  • Proven ability in independently facilitating and managing client facing activities; effective end-to-end service management skills
  • Highly competent in negotiations and contract knowledge with a strong ability to converse, negotiate with suppliers / clients and review contracts
  • Proven project management experience

 

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