Procurement Operations and Client Service Desk Manager

Chain IQ Group AG; Baar; Vor Ort; MXN 900.000 - 1.200.000; Vollzeit

Zusammenfassung

Chain IQ in Mexico is seeking a senior P2P Operations Manager to own end-to-end Procure-to-Pay processes and the client service desk. You will ensure stable day-to-day operations, compliance, service quality, and continuous improvement across systems, processes, people, and clients.

Lead governance for P2P execution, onboarding, catalogue management, PR-to-PO processing, and KPI delivery. You will coach teams, manage escalation, and report performance to senior stakeholders in a global,

Aufgaben

• Provide overall leadership and governance for P2P operational execution, covering: Supplier onboarding and lifecycle management
• Catalogue and content management
• PR to PO processing
• Goods receipt
• Invoice enablement and P2P issue resolution
• Client service desk (mail, voice, web)
• Ensure optimal and compliant use of P2P platforms across all clients and regions
• Own service delivery performance with SLAs, OLAs, KPIs
• Act as primary escalation point for critical P2P incidents and risks
• Drive client onboarding and transition to steady state with process design and service catalogue
• Define, track, and improve P2P KPIs (cycle times, first-time-right, backlog, automation rate, compliance)
• Lead continuous improvement across P2P lifecycle
• Own people management responsibilities including workforce planning, coaching, performance management, development
• Ensure robust internal control framework in all P2P activities
• Produce and present operational and performance reporting to senior stakeholders
• Support head of department with governance calls, audits, and strategic initiatives

Jobbeschreibung

At Chain IQ, your ideas move fast. Chain IQ is a global AI-driven Procurement Service Partner, headquartered in Baar, Switzerland, with operations across main centers and 16 offices worldwide. We provide tailored, end-to-end procurement solutions that enable transformation, drive scalability, and deliver substantial reductions in our clients' indirect spend. Our culture is built on innovation, entrepreneurship, ownership, and impact. Here, your voice matters - bold thinking is encouraged, and action follows ambition.

Role Purpose

Own and lead end-to-end Procure-to-Pay (P2P) operations and client service desk activities, ensuring stable day-to-day operations, compliance, service quality, and continuous improvement across systems, processes, people, and clients.

Key Responsibilities (P2P Focused)

• Provide overall leadership and governance for P2P operational execution, covering:
  • Supplier onboarding and lifecycle management
  • Catalogue and content management
  • Purchase requisition (PR) to purchase order (PO) processing
  • Goods receipt
  • Invoice enablement and P2P issue resolution
  • Client service desk (mail, voice, web)
• Ensure optimal and compliant use of P2P platforms (ERP, SRM, eProcurement, ticketing tools) across all clients and regions
• Own service delivery performance, ensuring SLAs, OLAs, KPIs, response and resolution targets are consistently met
• Act as primary escalation point for critical P2P incidents, operational risks, or client service issues
• Drive client onboarding and transition to steady state, including:
  • P2P process design and documentation
  • Service catalogue definition
  • Integration of client-specific requirements into standard P2P frameworks
• Define, track, and continuously improve P2P operational KPIs (cycle times, first-time-right, backlog, automation rate, compliance)
• Lead continuous improvement initiatives across the P2P lifecycle (process standardization, simplification, automation, controls)
• Own people management responsibilities:
  • Workforce planning, task allocation, prioritization
  • Goal setting, coaching, feedback, performance management
  • Career pathing and personal development plans
• Ensure a robust internal control framework is embedded within all P2P activities
• Produce and present operational, productivity, and performance reporting to senior stakeholders
• Support the head of thje department with presentations, governance calls, audits, and strategic initiatives related to P2P operations

Join a truly global team.

We offer a dynamic and international environment where high performance meets real purpose. We're proud to be Great Place to Work-certified and even prouder of the people who make that possible. Let's shape the future of procurement - together.

Chain IQ – Create. Lead. Make an impact.

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