SRM Front Desk Analyst (Bilingual Arabic & English)

Position: SRM Front Desk Analyst (Bilingual Arabic & English)

Role Overview

The SRM Front Desk Analyst will be responsible for managing supplier-related inquiries, ticket management operations, registration and qualification support, performance coordination, reporting, and stakeholder communication. The role serves as the primary point of contact for suppliers and internal stakeholders, ensuring timely resolution of requests while maintaining compliance with Service Level Agreements (SLAs), quality standards, and operational requirements.

The incumbent must provide professional bilingual support (Arabic and English) and contribute to continuous process improvements and operational excellence initiatives.

Key Responsibilities

1. Ticket Management & Case Handling

• Receive, log, classify, and assign supplier support tickets.
• Route requests to appropriate teams for resolution.
• Monitor ticket progress and follow up until closure.
• Ensure compliance with agreed SLAs and response timelines.
• Escalate critical and high-priority cases as required.
• Maintain accurate ticket records and documentation.

2. Supplier Registration & Profile Management

• Process new supplier registration requests.
• Review and update supplier profile information.
• Verify supporting documents and submitted information.
• Coordinate required updates within SRM and related systems.
• Ensure supplier records remain accurate and up to date.

3. Financial Qualification Support

• Review financial qualification documentation.
• Validate completeness and accuracy of submitted requirements.
• Follow up with suppliers regarding missing or incomplete documents.
• Support status updates and qualification tracking activities.
• Coordinate with relevant stakeholders for approvals and clarifications.

4. Pre-Qualification Administration

• Manage supplier pre-qualification requests.
• Review submitted qualification requirements and supporting documents.
• Coordinate with concerned departments to facilitate evaluations.
• Update qualification outcomes and records in relevant systems.
• Track pending actions and ensure timely completion.

5. Supplier Performance Support

• Handle supplier performance-related inquiries and requests.
• Support supplier performance evaluation follow-ups.
• Coordinate with performance management teams to resolve issues.
• Track corrective actions, improvement plans, and follow-up activities.
• Maintain performance-related records and status updates.

6. SRM Email Management

• Monitor and manage shared SRM support mailboxes.
• Classify, prioritize, and route incoming emails.
• Respond to supplier inquiries within SLA targets.
• Escalate urgent issues to the appropriate stakeholders.
• Maintain professional and effective communication with suppliers.

7. Operational Review Support

Weekly Operational Reviews

• Monitor operational performance and service delivery.
• Review open, pending, and closed tickets.
• Identify recurring issues and resolution bottlenecks.

Track corrective and preventive action items.

Monthly Service Reviews

• Support SLA and KPI performance reviews.
• Prepare operational reports and dashboard presentations.
• Highlight key risks, concerns, and improvement opportunities.

Participate in service review meetings with stakeholders.

Quarterly Performance & Risk Assessments

• Support operational effectiveness assessments.
• Review operational risks and mitigation plans.
• Analyze performance trends and service quality metrics.
• Recommend process optimization opportunities.

8. Reporting & Compliance

• Prepare and submit daily, weekly, monthly, and quarterly operational reports.
• Maintain accurate records for management reporting and audits.
• Support internal and external audit requirements.
• Ensure compliance with organizational policies and SEC requirements.
• Monitor data quality, accuracy, and completeness.

9. Value-Added & Continuous Improvement Activities

• Identify opportunities for process improvement and operational efficiency.
• Support AI-enabled initiatives for email and ticket optimization.
• Recommend automation opportunities to enhance service delivery.

Participate in continuous improvement and operational excellence programs

Required Skills & Competencies

• Strong ticket management and case handling experience.
• Experience in Supplier Relationship Management (SRM), Vendor Management, or Shared Services Operations.
• Understanding of supplier registration, qualification, and performance processes.
• Strong customer service and stakeholder management skills.
• Excellent problem-solving and analytical abilities.
• Strong attention to detail and documentation skills.
• Experience with SLA-driven support environments.
• Ability to manage multiple priorities and deadlines.

Technical Skills

• SAP ECC
• SRM Systems
• Remedy Ticketing Tool
• Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Reporting and Dashboard Preparation
• Email and Workflow Management Tools

Qualifications

• Bachelor's Degree in Business Administration, Supply Chain Management, Information Systems, Finance, or related field.
• 2-5 years of experience in Service Desk, Supplier Management, Procurement Operations, Customer Support, or Shared Services.
• Experience working with ticket management systems and supplier support operations.

Knowledge of procurement and supplier lifecycle processes is preferred.

Language Requirements

• Fluent Arabic (Written & Spoken)
• Fluent English (Written & Spoken)

Ability to provide professional bilingual support to suppliers and stakeholders.