Operations Supervisor, Procurement

University of Rochester

6d•Onsite

About The Position

The Operations Supervisor will provide operations direction and support to Procurement Operations including the Pcard Program, oversight of procurement requisition activities, and business continuity to Procurement Customer Service Center. The Operations Supervisor will be responsible for critical Pcard Administration tasks as directed by Pcard Program Administrator and Purchasing Operations Assistant Director. The position will provide oversight of the Purchasing processing including setting priorities to ensure timely and effective management of daily activities and task completion with the team for goods and services requisitions in collaboration with the Category Management Team. The Operations Supervisor is responsible for providing business continuity support to the Procurement Service Center Team during the absence of the Customer Service Supervisor. The Operations Supervisor is responsible for contributing to the development of a highly effective team and working collaboratively with all Procurement teams.

Requirements

Bachelor degree or equivalent combination of education and experience required
3 – 5 years of relevant customer service, and supervisory experience required

Nice To Haves

Experience with Workday ERP system and JIRA Service Desk systems preferred.
Knowledge of or experience with corporate credit card programs and procurement preferred
Demonstrated customer service, strong verbal and written communication, organization, listening and coaching skills preferred
Demonstrated supervision and leadership skills preferred
Excellent interpersonal and problem-solving and analytical skills preferred
Ability to multi-task and transition work based on shifting priorities preferred
Proficiency with Microsoft Office Products (Word, Excel, Outlook, PowerPoint) preferred

Responsibilities

Performs key Pcard Administration tasks as required by Pcard Program and Purchasing Operations Assistant Director. Tasks may include, but not limited to, processing of new Pcard Authorization Request Forms, assisting with daily card maintenance activities (limit increases, card closings, etc.), listserv maintenance, and second-level support for Amazon Business Account customer questions, review, and approval of Amazon orders.
Directs and provides oversight, coordination, and facilitation of P2P and 312 requisition workload distribution and prioritization to effectively manage turnaround times and customer satisfaction including the expedition of time sensitive requisitions.
Provides recruitment, performance management and supervision of Purchasing Operations team.
Establishes and tracks metrics to monitor requisition processing activity including workload volumes, turnaround times
Provides troubleshooting to department cardholders and card approvers as needed. Investigates reports of card declines and provides recommendations to cardholders. Escalates to Pcard Administrator as needed.
Supports end-users with errors and other system issues that may be encountered during Pcard reconciliation process.
Provides training documentation and support (e.g. Teams, Zoom) to departments as needed to aid in compliance efforts.
System upgrade testing support.
Provides support and oversight of the Procurement Customer Service Center Team in the absence of the Customer Service Supervisor or during peak activities including workload distribution and prioritization, setting priorities to ensure timely and effective management of daily activities and ensure task completion.
Escalation of critical issues to the appropriate leadership as identified.
Identifies and proposes synergies and collaboration opportunities between Procurement Operations activities (Pcard, Requisition Processing, Procurement Customer Service Center) and other Procurement Category Management and Information Management Teams to the Procurement Directors. Following approval is responsible for assisting in the execution the approved opportunity.
Identifies and proposes standard operating procedures, guidelines, and Procurement Operations Team training program to the Procurement Directors for approval. Following approval is responsible for the development, training, education and guidance to Procurement Staff, University Staff and suppliers on the procedures and guidelines.
Other duties as assigned