Team Lead-P2P

Lead & Manage Helpdesk for P2P and Operations Team and be responsible for the delivery of Procurement Services. He/ She will be responsible for client satisfaction and meeting SLA commitments between the Client and IBM.
Role and ResponsibilitiesFully responsible for managing Helpdesk and Procurement operations of client account
Directing and coaching the team of Focals, Buyers & Agents on a regular basis towards meeting customer expectations
Ensure Customer and Stakeholders Satisfaction
Recruiting, training and development, and retention of Team Members; improve employee motivation and provide periodic performance feedback.
Handling customer escalations and conducting root cause analysis to find and implement lasting solutions
Discharges basic management responsibilities common to all IBM managers including Performance Appraisals and Career Development Processes
Identify and mitigate any risks/issues that are foreseen as potential bottlenecks to the process.
Understand client expectations and requirements and act as a communication channel between the center and the global teams.
Participate in periodic internal and external reviews and resolve any issues relating to business controls guidelines.
Execute operational plan to ensure all engagement SLAs are consistently met
Formulate strategies and execute plans to move up the value chain
Contribute to engagement profitability through efficient management of resource and expense
Ensure audit readiness of all purchasing documents.
Assume additional responsibilities as assigned by reporting manager.