Operations Analyst

Overview

Typical Day in the Role and responsibilities include reviewing and triaging goods/services intakes, directing requestors to the correct sourcing channel, and delivering daily support to contract owners globally to enable the source-to-contract process. This includes engaging with requestors and Sourcing Managers, ensuring compliance with procurement policy and SOPs, and maintaining data quality and service delivery according to OLAs.

Responsibilities

• Review and triage goods/services intake requests, directing requestors to the correct sourcing channel.
• Apply knowledge of procurement policy and SOPs to triage intake requests.
• Interact with goods and services requestors and Sourcing Managers to review and clarify intake requests; challenge requestors to route low value and low risk requests to existing suppliers.
• Advise requestors to follow mandatory requirements highlighted in the Self-Service Sourcing Guide when Sourcing assistance is not required.
• Provide daily support to contract owners to navigate the source-to-contract process, including responding to inquiries and information requests via multiple channels.
• Log and track support issues/tickets; re-assign requests to other groups as needed.
• Operate procurement technology solutions to review supplier/contract records and update intake requests as needed.
• Populate and maintain the intake requests Master Data Base; update intake status daily to ensure dashboard accuracy.
• Execute the framework for Procurement Policy non-compliance and implement subsequent action plans.
• Prepare and update SOP documentation to ensure data quality and consistent delivery of service per OLAs.
• Prepare and update PRP documentation to resolve common problems.
• Escalate issues to the Manager and track resolution; consider Bank’s risk appetite and risk culture in day-to-day activities.

Qualifications

• 5 years of experience in operations, customer service, business help desk or support, branch management, project coordination, business administration, and/or business process improvement.
• 2 years of experience with Microsoft Office (Word, PowerPoint) and Excel (able to write formulas, use lookup/references, logical, and text functions).
• Good customer service skills when dealing with internal and external stakeholders (customer facing or operation).
• Good written, oral and presentation skills with the ability to synthesize information and make clear, concise recommendations.

Nice-To-Have Skills

• Experience with ServiceNow or other procurement tools is desirable.

Soft Skills

• Proven customer service skills and flexibility to adapt to changing environments.
• Team player; positive attitude.
• Strong organizational skills; detail oriented; analytical skills and data collection/manipulation experience.
• Fluency in English (written & verbal) and strong organizational skills.
• High level of self-motivation and initiative; ability to operate effectively as a team player.