Sourcing & Procurement Communications & Customer Service - Vice President

Smbc • Jersey City, NJ

120d • $128,000 - $165,000 • Remote

About The Position

SMBC America's Sourcing & Procurement department, as a part of the Finance organization, is undergoing an exciting transformation. The Vice President (VP), Communications & Customer Service will be a key member responsible for supporting a centralized, strategic, and value-driven procurement function that will better enable the timely delivery of quality goods and services to our businesses. The Head of Procurement Communications & Customer Service plays a key role in enabling and supporting end users throughout the Sourcing and Procurement lifecycle. The individual in this role will spend a majority of their time managing our Customer line of support for internal stakeholders, providing expert-level assistance in a variety of Procurement tools including Coupa, Concur, and ServiceNow. This VP is a Team leader managing a team of customer service representatives. Additional responsibilities will include development of team processes and procedures documentation, leading Procurement Training initiatives & office hours, and developing and distributing key Procurement communications across the organization.

Requirements

• ~10 years of proven strategic customer service and communication experience within a Procurement team
• Experience enabling, supporting, and executing change management and transformational initiatives cross-functionally
• Sourcing & Procurement knowledge and experience required with exposure to procurement technology platforms (Coupa, Ariba, Concur, etc.)
• Extensive experience with various Customer Service Management intake ticketing systems (e.g. Service Now)
• Experience working closely with internal corporate communications support teams with excellent interpersonal skills, with the ability to clearly explain system functionality to non-technical stakeholders
• Exceptional top verbal and written communication skills, experience cross-collaborating and building trust across the organization; strong relationship management, collaboration, and influencing skills
• Banking/Finance industry experience preferred, management consulting, strategic planning, corporate planning, start-up, or similar experience a plus
• Established leader who demonstrates initiative and the ability to lead an eclectic global remote team to manage complex processes
• Highly results-oriented with a record of successful accomplishments
• Ability to successfully work on multiple tasks simultaneously while interacting professionally with a diverse group of executives, managers, and subject matter experts
• Fluency working with Microsoft Office applications (Excel, PowerPoint, Word)

Responsibilities

• Actively Manage a team of Customer Support Representatives leveraging the ServiceNow Customer Service portal to ensure End Users receive exceptional support
• Constantly evaluate and optimize the customer experience as it relates to interacting with the Sourcing and Procurement organization and its platforms
• Expand Customer Service reporting capabilities while looking for continuous improvement to optimize strategic Customer Support
• Serve as a key Procurement Point of contact to internal business users, suppliers, and applicable Sourcing and Procurement teams to communicate and facilitate change management
• Provide general guidance and support on Procurement policy and process to suppliers and internal stakeholders
• Lead Procurement Communications for key Sourcing & Procurement transformational initiatives
• Deliver a range of ongoing Customer Service SLA's status' and reporting within the Bank, leveraging standardized templates and communication channels
• Lead the Procurement team intake process for tickets, enhancements, and bug/break-fix to include level 1 and 2 routing model and SLA's
• Build and lead periodic end user trainings and office hours across the organization
• Create, distribute, and maintain level 0 support documentation to include user guides, FAQ's on how to perform various Sourcing and Procurement tasks, and recordings
• Ensure appropriate planning, training, and stakeholder engagement to facilitate effective adoption of new processes, procedures, operational tools, and/or technology while driving continuous improvement
• Prepare strategic business analyses, including preparing presentations and reporting materials for senior management
• Support other Sourcing & Procurement priorities, as needed

Benefits

• Competitive portfolio of benefits
• Annual discretionary incentive award

What This Job Offers

• Job Type: Full-time
• Career Level: Executive