Source to Pay Helpdesk Manager Europe (f/m/x)

in Mars Global Services

Commercial (Procurement) Department

Location: Poznań/ Warsaw

Hybrid working

This role supervises a group of Source to Pay Helpdesk Agents in the MCS organization to resolve customer inquiries and requests via MS Teams, phone and email. A key focus will be on maintaining S2P Helpdesk operational objectives and managing the delivery of exceptional customer service. The incumbent of this role is expected to effectively deliver consistent results through strong customer focus and a commitment to service delivery excellence, together with strong focus on solution automation delivery and improvement orientation.

What would be your key responsibilities?

Team Leadership

• Supervise overall Source to Pay Helpdesk team performance.

• Be responsible and ensure continuous development of a high performing team.

• Accountable for management, recruitment & onboarding of Associates including PDP development, engagement sessions which is part of GLM.

Operational Execution

• Overall responsibility for delivery of service within SLAs and KPIs as defined in Service Catalogue in area of responsibility.

• Be key part of building and maintaining client relationships with each segment supported throughout region.

• Monitor live calls and email responses to actively coach the team; analyse performance against established metrics; identify opportunities for process improvements.

• Proactively follow-up on customer inquiries not immediately resolved and retain ownership of requests escalated to other lines of support.

• Troubleshoot and resolve S2P inquiries or issues (e.g. processes and tools) using appropriate resources and follow-up accordingly in a timely manner.

• Continuously build breadth and depth knowledge to solve customer inquiries.

What are we looking for?

• University degree in Procurement or a related field.

• 5+ years of experience (including 1–2 years in a supervisory role).

• Knowledge of the Source to Pay (S2P) process and experience within a Call Center or Shared Services Center environment.

• An empowering leader who motivates, supports, and cultivates a culture of high performance and continuous growth.

• Proven ability to deliver proactive, professional customer service.

• Excellent multitasking, prioritization, and planning skills.

• Strong decision-making abilities, solid IT proficiency, and outstanding communication skills (oral and written).

• Strong English language proficiency.

What can you expect from Mars?

• Contract of employment.

• Attractive financial conditions with Business Bonus and Christmas Bonus

• We will also look after your safety and well-being by offering you rich benefits package including life insurance, private medical care, Employee Assistance Program fully covered by Mars, MultiBenefit Program.

• Lunch card.

• Extra savings scheme to support You in long perspective.

• Support in career building through personalized development plan.

• On-line shop with attractive discounts on our products that Your family and friend are going to love.

• Possibility to participate in volunteering initiatives during working hours.

Apply now and upload you profile in English.

Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.