Manager, Service Provider Support

This is a fully remote position, open to applicants in Canada.

📋 Description

• Take ownership of and manage the complete lifecycle of service providers, which includes onboarding, support, and resolution of issues related to all reporting and settlement activities.

• Lead the processes for vendor onboarding, encompassing data gathering, system configuration, and the delivery of training.

• Create, maintain, and audit service provider records to guarantee accurate setup and data integrity within SAP S/4HANA.

• Design and provide onboarding materials, such as guides, job aids, and portal walkthrough sessions specifically for service providers.

• Offer front-line support to service providers regarding reporting, portal access, and operational inquiries.

• Supervise customer service and call center support functions, managing shared inbox triage to ensure prompt and effective responses to service provider requests.

• Log, track, and monitor reporting issues within D365, ensuring thorough documentation and follow-up.

• Assist service providers after onboarding with reporting processes and system usage to foster adoption and compliance.

• Collaborate with internal teams (e.g., finance, IT, supply chain management, etc.) to address escalations related to reporting discrepancies, system issues, and payment concerns.

• Identify opportunities for process improvements, enhance the service provider experience, and boost operational efficiency.

• Develop and monitor key performance indicators (KPIs) and service levels associated with onboarding, support, and issue resolution.

⛳️ Requirements

• 5 to 8 years of experience in vendor management, operations, customer support, or service delivery roles.

• Proven experience in leading teams or managing support functions in a fast-paced environment.

• Strong familiarity with enterprise systems such as SAP S/4HANA and Microsoft Dynamics 365 (D365) is highly preferred.

• Background in onboarding, training, and engaging stakeholders.

• Outstanding leadership, analytical, organizational, project management, and interpersonal skills.

• In-depth knowledge of SAP, particularly in the material management model and FICO.

• High proficiency in analytics, reporting, and presentation tools, especially MS PowerPoint and Excel.

🏝️ Benefits

• Reasonable requests for accommodation will be provided by Circular Materials through the recruitment and/or assessment processes.