Service Excellence Associate

3 weeks ago


Dubai, Dubai, United Arab Emirates edari Full time
Service Excellence Associate - Procurement

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:

  1. 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.
  2. 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.
  3. 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.
Seniority level

Associate

Employment type

Full-time

Job function

Consulting, Strategy/Planning, and General Business

Industries

Holding Companies, Business Consulting and Services, and Financial Services

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