Maintain Roche's high standards of service to existing and prospective internal customers and to promote the professional reputation of the Department delivering P2P support activities for Procurement to Pay modules.
As well as related Master Data processes.
Execute the day-to-day activities according to the agreed service level in the P2P business support field and in compliance with the SOPs of the respective business sub-process.
Follow instructions in timely manner regarding daily work coordination
Responsible for managing incoming and ongoing phone calls based on the predefined SLAs and procedures
Contribute continuously to performance improvement of the Shared Service Center
Provide support on system related questions, trainings, consultancy services on existing functionalities of the system for P2P End-users and colleagues
Provide support primarily by phone and ticketing / e-mail for SAP SRM related queries coming from Indirect Procurement End Users
Create / maintain and follow up on cases / tickets with adequate quality and in timely manner same day when possible - in order to achieve the best response and end-to-end resolution time
Proceed with role ownership tickets in timely manner according to the guidelines
Liaise between other groups and the business, by reviewing feedback related incidents and sharing the knowledge and instructions with the Requestor on the adequate level
Maintaining SOPs, annexes and training materials.
Prepare and share knowledge base documents in timely manner.
Delivering process training to the end users as needed.
Complete ad-hoc reporting activities, pro-actively practice the available and required tool sets.
Work on the regular and ad-hoc monitoring activities and apply fixes regularly.
Initiate clear email / phone communications with the respective contacts
Maintain Portal notifications in timely manner by following the procedure and involve IT when needed
Contribute to a proper availability planning within the Team by discussing planned holiday / training schedule in advance
Contribute continuously to the implementation of new tasks and responsibilities coming to the SSC
Contribute with Reporting, KPIs and Metrics to support Team Leader
Contribute with ideas to make the knowledge for the team stronger.
Work on create a better communication within the P2P Support Team and IT Team for issue resolution and process alignment.
Work of first level escalations together with the Team Leader.
A solid understanding of the procure to pay end to end process.
Strong ability to prioritize and organize work effectively, adhere to tight and established deadlines
Demonstrated communication skills with a focus on customer service
Ensuring high quality of day-to-day activities within SLA and with full compliance of local, corporate and audit requirements
Support the process improvement and best practice implementations
Maintain Excellent Key Performance Indicators and takes care of internal operation improvements
Support the department's operational topics in collaboration with direct reports and peers
Oversees and manages operational and statistical performance indicators.
Experience in supplier relationship management
Basic understand of procurement support
Familiarity with ticketing tools
Good numerical and analytical skills
Good time management (high sense of urgency)
Language : English & Spanish required, Portuguese a plus
College or University degree in finance, informatics, business administration or economics
3+ years' experience in operational procurement support role.
3+ years Procurement related experience
3+ SAP (or ERP) experience
2+ years ticketing tool experience
1+ years Accounts Payable / Invoice to pay experience.
3+ years Capability experience
3+ years Customer Service Experience
Prior experience in Shared Service or Customer Service Centre in a support function is a plus.
MS Office knowledge.
Demonstrated problem solving skills.
Excellent communication skills to varied stakeholder audiences.
Team player with demonstrated strong interpersonal skills.
Precise, focused working mode.
Strong collaborator in a multi-cultural environment.
Roche is an equal opportunity employer.
Procurement, Procurement >
Operational & Transactional Procurement
Who we are
At Roche, 98,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups.
Our success is built on innovation, curiosity and diversity.
Roche is an equal opportunity employer.