Head Operational Procurement & Client Service Desk APAC

Chain IQ Group AG; Mumbai; On-site; INR 4,000,000 - 12,000,000; Full time

Job summary

Chain IQ seeks an experienced Operational Leader to drive end-to-end Procure-to-Pay operations for global client accounts from Mumbai. You will provide governance, set SLAs/OLAs/KPIs, and own service delivery across regions and business units.

Lead client onboarding, integrate client requirements into standardized workflows, and mentor high-performing teams while advancing automation, knowledge management, and client satisfaction.

Responsibilities

• Supplier Onboarding and Supplier Lifecycle Management
• Purchase Requisition (PR) Processing
• Purchase Order (PO) Creation and Management
• Goods Receipt Processing
• Invoice Enablement Activities
• P2P Request and Issue Resolution
• Client Service Desk Operations (Email, Voice, Web, Ticketing Platforms)
• Ensure stable and effective day-to-day operational execution across all assigned clients, regions, and business units.
• Ensure optimal, compliant, and efficient utilization of procurement and service management systems, including ERP, SRM, eProcurement, workflow automation, and ticketing platforms.
• Own service delivery performance and ensure achievement of agreed Service Level Agreements (SLAs), Operational Level Agreements (OLAs), Key Performance Indicators (KPIs), and customer satisfaction targets.
• Monitor operational risks and implement preventative and corrective actions to maintain service continuity.
• Act as the primary escalation point for critical client issues, operational incidents, process failures, and service disruptions.
• Build and maintain strong relationships with internal and external stakeholders.
• Lead client onboarding and transition activities from implementation to steady-state operations.
• Ensure successful integration of client-specific requirements into standardized operational frameworks.
• Support governance meetings, client reviews, and operational performance discussions.
• Drive customer-centric culture and ensure high-quality client experience across all service channels.
• Manage issue resolution processes and ensure timely communication with stakeholders regarding operational performance and escalations.
• Lead, develop, and inspire high-performing operational teams.
• Manage workforce planning, resource allocation, workload balancing, and operational capacity management.
• Set objectives and performance expectations aligned with business goals.
• Conduct regular coaching, mentoring, feedback, and performance management activities.
• Develop career progression plans and individual development plans for team members.
• Foster employee engagement, collaboration, accountability, and continuous learning.
• Support talent development, succession planning, and organizational capability building.
• Produce, analyze, and present operational, productivity, quality, and performance reports.
• Provide insights and recommendations to senior leadership regarding operational performance and opportunities for improvement.
• Prepare executive presentations, dashboards, governance materials, and business reviews.
• Support the Head of Department in strategic projects, audits, governance meetings, business reviews, organizational initiatives and any other task.
• Participate in organizational transformation, process migration, and transition projects.
• Support implementation of new technologies, tools, and automation solutions.
• Ensure knowledge management and process documentation remain current and accurate.

Job description

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.

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.

Operational Leadership & Service Delivery

Provide overall leadership, governance, and oversight of end-to-end Procure-to-Pay operations, including:

• Supplier Onboarding and Supplier Lifecycle Management
• Purchase Requisition (PR) Processing
• Purchase Order (PO) Creation and Management
• Goods Receipt Processing
• Invoice Enablement Activities
• P2P Request and Issue Resolution
• Client Service Desk Operations (Email, Voice, Web, Ticketing Platforms)

Ensure stable and effective day-to-day operational execution across all assigned clients, regions, and business units.

Ensure optimal, compliant, and efficient utilization of procurement and service management systems, including ERP, SRM, eProcurement, workflow automation, and ticketing platforms.

Own service delivery performance and ensure achievement of agreed Service Level Agreements (SLAs), Operational Level Agreements (OLAs), Key Performance Indicators (KPIs), and customer satisfaction targets.

Monitor operational risks and implement preventative and corrective actions to maintain service continuity.

Act as the primary escalation point for critical client issues, operational incidents, process failures, and service disruptions.

Client Management & Service Excellence

Build and maintain strong relationships with internal and external stakeholders.

Lead client onboarding and transition activities from implementation to steady-state operations.

Ensure successful integration of client-specific requirements into standardized operational frameworks.

Support governance meetings, client reviews, and operational performance discussions.

Drive customer-centric culture and ensure high-quality client experience across all service channels.

Manage issue resolution processes and ensure timely communication with stakeholders regarding operational performance and escalations.

People Leadership

Lead, develop, and inspire high-performing operational teams.

Manage workforce planning, resource allocation, workload balancing, and operational capacity management.

Set objectives and performance expectations aligned with business goals.

Conduct regular coaching, mentoring, feedback, and performance management activities.

Develop career progression plans and individual development plans for team members.

Foster employee engagement, collaboration, accountability, and continuous learning.

Support talent development, succession planning, and organizational capability building.

Reporting & Stakeholder Management

Produce, analyze, and present operational, productivity, quality, and performance reports.

Provide insights and recommendations to senior leadership regarding operational performance and opportunities for improvement.

Prepare executive presentations, dashboards, governance materials, and business reviews.

Support the Head of Department in strategic projects, audits, governance meetings, business reviews, organizational initiatives and any other task.

Additional Responsibilities

Participate in organizational transformation, process migration, and transition projects.

Support implementation of new technologies, tools, and automation solutions.

Ensure knowledge management and process documentation remain current and accurate.

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.