SRM Front Desk Analyst (Bilingual Arabic & English)📣 إعلان

About the Role

E-Solutions is seeking a SRM Front Desk Analyst to join our team in Riyadh, Saudi Arabia. This full-time role serves as the primary point of contact for suppliers and internal stakeholders, managing a range of supplier-related inquiries and operational support functions. The Analyst will ensure timely resolution of requests, maintain compliance with Service Level Agreements (SLAs), and uphold quality standards.

Core Responsibilities

The SRM Front Desk Analyst is responsible for comprehensive supplier support, encompassing ticket management, registration, qualification, and performance coordination. This role requires professional bilingual support in both Arabic and English, contributing to operational excellence and continuous process improvements across all supplier relationship management activities.

Detailed Accountabilities

• Ticket Management & Case Handling: Receive, log, classify, and assign supplier support tickets, monitoring progress and escalating critical cases to ensure timely resolution within agreed SLAs.
• Supplier Registration & Profile Management: Process new supplier registration requests, review and update profile information, verify supporting documents, and coordinate updates within SRM and related systems.
• Financial & Pre-Qualification Support: Review and validate financial qualification documentation, manage pre-qualification requests, coordinate with departments for evaluations, and track status updates.
• Supplier Performance Support: Handle performance-related inquiries, support evaluation follow-ups, coordinate with performance management teams, and track corrective actions.
• SRM Email Management: Monitor and manage shared SRM support mailboxes, classify and prioritize incoming emails, and respond to supplier inquiries within SLA targets.

Operational Oversight and Reporting

• Operational Reviews: Participate in weekly operational reviews to monitor performance, identify issues, and track corrective actions. Support monthly service reviews by preparing reports and participating in meetings. Assist with quarterly performance and risk assessments to analyze trends and recommend optimizations.
• Reporting & Compliance: Prepare and submit daily, weekly, monthly, and quarterly operational reports. Maintain accurate records for management reporting and audits, ensuring compliance with organizational policies and SEC requirements.

Qualifications and Experience

• A minimum of 2 to 5 years of relevant professional experience.
• Mandatory professional bilingual proficiency in Arabic and English, both written and verbal.
• Demonstrated ability to manage multiple tasks, prioritize effectively, and maintain accurate documentation.
• Strong communication and interpersonal skills to interact effectively with suppliers and internal stakeholders.

Commitment to Continuous Improvement

The Analyst will actively identify opportunities for process improvement and operational efficiency. This includes supporting AI-enabled initiatives for email and ticket optimization, recommending automation opportunities to enhance service delivery, and participating in continuous improvement programs to foster operational excellence.