PFSCM Procurement & Client Services Manager

Job description

The Partnership for Supply Chain Management Job Description TITLE: Procurement & Client Services Manager REPORTS TO: Senior Procurement & Client Services Manager LOCATION: Project Management Office, Woerden, NL (PMO-NL) (Hybrid) STATUS: Full-time Organization description The Partnership for Supply Chain Management (PFSCM) focuses on strengthening and managing secure, reliable, cost-effective, and sustainable global supply chains to enhance health and well-being in low- and middle-income countries by increasing access to quality and affordable health products. We assist governments, non-profit organizations, commercial firms, and humanitarian agencies in achieving their public health objectives through cost-saving procurement, efficient logistics, pharma-grade storage, last-mile delivery solutions, and real-time data tracking. PFSCM is dedicated to customer satisfaction and service excellence, which is reflected in our adherence to an ISO 9001:2015 certified Quality Management System and alignment with ISO 20400 for Sustainable Procurement, which underpins all our processes and services. PFSCM, an affiliate of JSI Research & Training Institute, Inc. (JSI), a leading international public health and education consultant company in the U.S., operates from its project management headquarters in Washington D.C., and has an operational facility in Woerden, Netherlands. Additionally, we leverage the extensive network of 25 JSI offices around the world, allowing us to access their technical and operational expertise. PFSCM's global team includes a diverse array of professionals from various countries who contribute to the effectiveness of our services. This diversity enriches our ability to connect with clients and collaborate internally. We believe our mission can be achieved by fostering a purpose- and results-driven culture. We strive to create an environment where our values of collaboration, learning, proactivity, problem-solving, and outcome orientation are reflected in our daily work. Overall responsibilities The Procurement & Client Services Manager will provide effective and efficient operational principal recipient (PR) services, procurement, order fulfillment, and customer service solutions specific to procurement and order fulfillment requirements of our clients and their principal recipients as well as PFSCM strategies. This role is primarily responsible to cultivate strong relationships with PRs while contributing to PFSCM’s international product fulfillment strategy and for client relations in line with shifting demand patterns, complex global supply chain requirements, and supply chain risks requiring emergency, ad hoc, or long-term solutions, in coordination with the other Procurement & Client Services Managers, Supplier Performance, Logistics, Procurement Projects, and Sourcing & Supplier Contract colleagues. The Procurement & Client Services Manager is expected to act as a key counterpart to the Global Fund’s PR Services Unit and principal recipients to understand and respond to their priorities and concerns, and to be able to provide a bird’s eye view of the status and progress of requisitions and purchase order transactions specific to their category or region. The Manager fosters collaboration across PFSCM Units; and develops and maintains effective relationships within the organization and with external stakeholders in order to manage processes, monitor key performance indicators (KPIs), clarify specifications, develop requirements, and order products. The Procurement & Client Services Manager is expected to identify continuous improvement opportunities and to ensure client demands and contractual obligations are met for the procurement and/or fulfillment of the assigned products and/or countries. This position is a key contributor to the design and implementation of the PPM Project Strategy. The Manager is expected to lead in technical expertise in operational procurement and order fulfillment systems with proficient managerial capabilities. The Procurement & Client Services Manager directs and manages the product and/or country(ies) portfolio within the PPM Client Services Unit and is responsible for team performance on key performance indicators and staff management, development, support, and coaching of the specialists. Specific responsibilities Lead the assigned product and/or country(ies) portfolio activities with the Global Fund to ensure that client priorities are understood and incorporated into the Client Services Unit priorities, that there is proactive communication with the PRs and PR Services around their priorities and any challenges to meeting their requests, and appropriate follow up to eradicate Lead the assigned product and/or country portfolio’s order fulfillment strategy in order to meet and exceed the clients’ expectations while following their policies and requirements; and to adequately address known and new supply chain challenges as well as to effectively and rapidly respond to emergency situations while contributing to seamless customer service . Provide order management oversight in collaboration with other Procurement & Client Services Managers, Logistics Manager, Procurement Projects and Supplier Performance teams to ensure PFSCM maintains visibility of orders from receipt through to delivery, and ensuring that any issues are addressed and communicated to the client prior to escalation. This will be done in addition to the individual teams’ order status reviews. Maintain and provide key portfolio knowledge and maintain a client and PR perspective of needs and issues. Represent the Global Fund’s interests within PFSCM and PFSCM’s needs back to the Global Working with the PPM Project Director, other Procurement & Client Services Managers, the Logistics Manager, Procurement Projects, Supplier Performance, and Sourcing & Supplier Contracts Unit, contribute to the development and manage a work plan for the effective fulfillment of product/country needs for an effective, agile, and responsive risk mitigation strategy to ensure uninterrupted supply chain operations and business continuity, including supporting overall supplier performance management. Manage requisition and purchase order turnaround processes (REQ TA and PO TA) and lead analysis and review of process indicators to proactively spot outliers; and advise and oversee recommendations for resolution, working with the Performance Management & Analytics Unit as Monitor the prompt client services contribution to incident management regarding complaints and incidents in collaboration with the Client Account Management, Strategic Supply Chain, PPM Project, 4PL, Finance and Accounting, and Quality Collaborate with the Product Technical and Sourcing & Supplier Contracts Units on procurement and sourcing strategies to meet the procurement needs and engagement Manage client and PR relationships and cultivate a robust, proactive, and structured customer service approach that ensures all client or PR complaints are adequately addressed and resolved in a timely and efficient manner, in consultation with the appropriate Oversee data accuracy and ensure that unit data are up to Actively work to identify and convert client and PR supply chain challenges into PFSCM opportunities by systematizing appropriate Contribute to the PFSCM requisition fulfillment policies, strategies, and procedures to ensure operational requirements are defined and supplier intelligence and capability understood allowing for the safe, timely, and economical delivery of global Oversee preparation of regular and ad-hoc reporting on any order fulfillment-related status and/or performance; including fulfilling client requirements of data Develop, maintain, and manage to standard operating procedures and work instructions, including continuous improvement reviews and Lead and manage the assigned portfolio in full accordance with PFSCM policies, standard operating procedures, and work instructions in collaboration with the senior team Manage staff and unit performance at a global level and individual level and provide ongoing feedback. Develop and maintain an on-boarding training program and regular refresher training for internal teams, new hires, and external stakeholders for alignment on processes and Perform additional duties as necessary to increase team capacity and maintain performance, working with senior staff and the PPM Project Qualifications Professional and Technical Knowledge Bachelor’s Degree in procurement, supply chain management, public health, or other related area or equivalent experience. Master’s Degree preferred. 8+ years’ of procurement and/or product category experience required. Previous management experience required. Proven track record in procurement and collaboration with national and international suppliers and stakeholders, including government and the donor community. Experience in the international, public health sector and procuring or ordering laboratory or medical equipment and supplies, RDTs, COVID, or Viral Load/Early Infant Diagnostics products is preferred. Knowledge of EU GDP requirements is desirable. Experience in the international, public health sector is preferred. Previous experience working with international donor agencies, preferred. Advanced computing skills in standard software systems, such as Microsoft Word, Excel, and PowerPoint. Experience with ERP required. Willingness to travel, and perform other duties as assigned. Must be eligible to work in the Netherlands. It is important for the applicant to be a resident in the Netherlands, have valid work authorization, and be willing to travel to the office periodically. Leadership/Strategic Thinking Strong leadership and proven ability to recruit, direct, train, and manage a team of personnel. Strong action management including the ability to manage project in the most cost efficient manner; resourcefulness, initiative, maturity of judgement, and the ability to make sound decisions under pressing conditions. Interpersonal skills/Communication Strong interpersonal skills with client relations and customer service experience and an ability to work across disciplines and in diverse locations internationally. Strong negotiation skills and contracting and service-level agreement management experience with Experience successfully managing external relationships with a wide variety of stakeholders in multi-cultural environments and in diverse locations internationally, including governments and the donor community . Excellent written and oral communication skills. English fluency required, including speaking, writing, understanding, and reading. French/Spanish language skills is a plus. Priority Setting, Problem Solving, & Detail Orientation Strong organization skills with an eye for details, ability to plan, prioritize, and implement day-to-day operations in a timely manner in a fast moving, dynamic and time-bound environment. Disclaimer: PFSCM is an Equal Opportunity, Affirmative Action Employer committed to workplace diversity. We are committed to providing equal employment opportunities for all qualified applicants and employees without regard to age, race, color, national origin, ancestry, creed, religion, gender, disability, marital status, gender identity, sexual orientation, sexual preference, genetic information, political affiliation, or protected veteran status in any employment decisions. M/F/V/D