Service Excellence Associate
3 weeks ago
Job Summary: We are looking for a highly skilled Associate to optimize Procurement service delivery through effective management of support tools, customer feedback mechanisms, and learning programs. This role ensures a seamless procurement experience for internal stakeholders, suppliers, and customers by overseeing the ticketing system, chatbot, voice of customer initiatives, and learning & development activities. Reporting to the Procurement Excellence Assistant Manager, you will require strong analytical capabilities, a deep understanding of business processes, and the ability to collaborate effectively with technical teams and stakeholders across the organisation. This role is for our large semi-government conglomerate client based in Dubai, one of the region's leading companies.
Key Responsibilities:
- Service Management & Digital Enablement:
- Manage the procurement ticketing system, ensuring timely resolution of queries and driving continuous process enhancements.
- Oversee and refine chatbot capabilities to enhance automation, self-service options, and overall user experience.
- Track system performance, collaborating with IT and external vendors to implement updates, resolve technical issues, and optimize functionality.
- Voice of Customer & Stakeholder Engagement:
- Establish and manage a structured Voice of Customer (VoC) program to collect and analyze feedback from internal teams, suppliers, and customers.
- Utilize insights to identify service gaps, implement improvements, and enhance overall procurement satisfaction.
- Act as a primary liaison for procurement-related communications, ensuring clarity and consistency in messaging.
- Develop and execute training programs to strengthen procurement knowledge among internal teams, stakeholders, and suppliers.
- Maintain and enhance learning resources, including e-learning modules, instructional guides, and knowledge base content.
- Partner with Learning & Development teams and external providers to deliver impactful training solutions.
- Performance Measurement & Continuous Improvement:
- Define, monitor, and report on key performance indicators (KPIs) to assess procurement service efficiency.
- Conduct in-depth analysis of recurring challenges, leading initiatives to improve operational effectiveness.
- Stay updated on industry trends and best practices, leveraging insights to drive innovation in procurement service delivery.
Qualifications:
- Bachelor's degree in Business Administration, Procurement, or a related field.
- Additional certifications in Customer Service, Learning Management Systems, or Service Management are advantageous.
- Minimum of 5 years of experience in procurement, with at least 2-5 years in service management and/or customer experience.
- Prior experience in procurement shared services is preferred.
- Familiarity with procurement operations within the Middle East region is an advantage.
Associate
Employment typeFull-time
Job functionConsulting, Strategy/Planning, and General Business
IndustriesHolding Companies, Business Consulting and Services, and Financial Services
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