At Bayer we’re visionaries, driven to solve the world’s toughest challenges and striving for a world where ,Health for all, Hunger for none’ is no longer a dream, but a real possibility. We’re doing it with energy, curiosity and sheer dedication, always learning from unique perspectives of those around us, expanding our thinking, growing our capabilities and redefining ‘impossible’. There are so many reasons to join us. If you’re hungry to build a varied and meaningful career in a community of brilliant and diverse minds to make a real difference, there’s only one choice.

Work Lead - Service Management (Ticket Management) 

As a Work Lead, your primary responsibility will be to ensure user satisfaction within the assigned country cluster by understanding needs and perspective of ticket requesters and by driving cross-functional collaboration & operational efficiency across Source to Pay (S2P). This role requires proactive problem-solving, effective communication, and a commitment to continuous improvement initiatives to deliver exceptional solutions management

YOUR TASK AND RESPONSIBILITIES

• Cross-Functional Collaboration: Foster collaboration across S2P by proactively identifying (or facilitating to identify) pain points within all S2P Capability Clusters (Order Processing, Invoice Processing, Vendor Enablement) to enhance operational efficiency within the country cluster through preventive measures
• Day-to-Day (D2D) Operational Management Ensure smooth and efficient day to day processes, and coordinate with Home leads, if necessary.
• Performance Monitoring (Operational KPIs): Monitor operational KPIs to evaluate team performance and implement necessary adjustments.
• Resolution Management: Within assigned country cluster ensure timely resolution of escalated issues and implement preventive measures to avoid recurrence, in coordination with capability clusters, home leads, cluster partner & whoever should be part of the resolution
• Drive Excellent UX & Operational Optimization: Proactively identify challenges of Ticket Users, challenges across capability clusters & remove roadblocks to enhance operational efficiency while delivering excellent UX. 
• Quality Assurance: Monitor and ensure the quality of work of the assigned country cluster
• Data Monitoring and Analysis: Monitor volumes and trends to identify and address root causes of issues (w/ support of SME/experts). Analyze data to initiate and implement streamlining measures that reduce recurring issues and escalations.
• CP & UX Manager Partnership: Collaborate closely with cluster partner and UX Managers to ensure report findings align with stakeholder feedback and ensure a consistent, responsive approach to stakeholder needs.
• Community Building & Coordination: Enhance community building efforts by coordinating activities, facilitating knowledge sharing, and providing guidance to team members.
• Goal Development: Collaborate with Home Leads, Other Work Leads, Cluster Partners (CLP) to establish shared goals that drive team performance.

WHO YOU ARE

• Bachelor’s degree in business administration, Finance, Supply Chain, Economics, or relevant field  
• Several years / 5+ years of Procurement operations / GBS / Ticket Management / exposed to E2E S2P
• Comprehensive knowledge of Bayer tools (E.g. SNOW, SAP modules). 
• Customer-focused mindset – with experience in ticket management & customer partnering
• Cultural awareness
• Process Knowledge – solid E2E knowledge of at least one capability cluster; preferably experience in another cluster
• Capable of creating a collaborative, cross-functional environment in international set-up, guiding people to deliver on shared goals
• Ability to develop shared goals for SMCC development and bringing people on the same mission
• Ability to coordinate with multiple parties and drive outcomes
• Able to proactively identify improvement opportunities targeted for the Service Management Country Cluster (SMCC) needs and cluster needs
• Excellent data analytical skill