Job Description

ROLE AND RESPONSIBILITIES: Phase 1 Coaching Career Development: Lead at least 25 to 30 ticket operators. Ensure Ticket Managers are well equipped to do the work. Guide team members in their career paths, providing support and resources for growth with inputs from Work Leads. Strategic Partnership: Collaborates with the Leadership Team of the cluster to communicate performance insights and support the Service Management Community Lead in discussing and updating strategic direction Process Management Improvement: Collaborate with Work Leads to identify areas for process enhancement and implement improvements within the capability community Strategic Day-to-Day Resource Allocation: Allocate resources effectively to meet operational demands while ensuring alignment with strategic goals. Performance Monitoring (Strategic Operational): Track and analyze team performance metrics to ensure objectives are met, providing feedback for continuous improvement. Phase 2 (Similar above, except for 5 6) Strategic Oversight: Shift focus to strategic responsibilities (in alignment with Service Management Lead), ensuring alignment with broader organizational goals. Resource Allocation: Oversees resource distribution to align with strategic priorities. Performance Monitoring (Strategic KPIs): Monitor clusters strategic KPIs to assess team performance and drive improvements. Lead PAM operations Lead a team of at least four (4) from different locations including employee training and development; managing group workload and establishing priorities; ensuring existing policies and procedures are followed. Provide visionary guidance, coach and lead a cross-trained and multi-skilled, proactive team to deliver high-quality process performance Provide leadership and direction to the team to ensure high performance delivery and foster collaborations; discuss best practices among the team and streamline activities by leveraging with other S2P Teams WHO YOU ARE: Bachelor s degree in business administration, Finance, Supply Chain, Economics, or relevant field Several years / 5+ years of Procurement operations / GBS / Ticket Management / exposed to E2E S2P People Management Experience of 4-6 years - Coaching, performance reviews, people development Cultural awareness In-depth, process knowledge of the respective capability cluster Customer-focus Capable of strategically and operationally oversee and develop processes on capability cluster level Excellent Strategic thinking Stakeholder management skills Capable of creating a collaborative environment in international set-up, guiding people to deliver on shared goals.