Procurement Sr Analyst Job ID 227115 Posted 17-Jul-2025 Service line Corporate Segment Role type Full-time Areas of Interest Purchasing/Procurement Location(s) Makati City - National Capital Region - Philippines **Procurement Customer Success Service – Sr. Analyst** This role is responsible for overseeing the execution of customer success services within global D&T and Indirect Procurement. The Sr. Analyst role blends data analysis, stakeholder engagement, knowledge management, quality assurance and continuous improvement to drive process excellence and operational quality. Customer Success Service: Support procurement transformation efforts and ensuring a enhanced customer experience for both internal and external stakeholders by effective managing and resolving customer complaints, inquiries, and service issues in a timely and effective manner. **Your Role:** **Customer Success:** + Act as a strategic partner to both internal and external stakeholders by providing insights, metrices, and reporting to enhance customer experience. + Gather and analyze user feedback and operations team performance to identify trends, inefficiencies, and opportunities for improvement. + Collaborate with Sr. Manager and Manager to design and develop dashboards, KPIs to measure success, support decision making and enable performance tracking. + Escalation expert – will act as next level tier that will manage and resolve escalated complaints and queries to help mitigate impact to the operations. + Cross functional collaboration: collaborate with Procurement, IT, Finance, Business Units, to drive adoption to customer success tools/ technologies (ERP, eSourcing, ServiceNow, CLMS… etc.) + Manage communication to users on process changes, enhancements, known issues and resolutions updates. **Knowledge Management** + Create, maintain and govern process knowledge documents and content (e.g. user guides, FAQs, SOPs, process flows, onboarding/ offboarding etc…) to ensure related documentation are updated, accurate, accessible and fit for purpose. + Establish scalable knowledge sharing strategies for users to reduce support inquiries. + Communication and change management focal point – partner with training and communications teams to align documentation and resources with learning and change management efforts. + Support end user training and change management efforts by developing training materials, facilitating sessions and gathering inputs for future process/ tool/ system enhancements. **Quality Assurance** + Establish quality control framework and standards for ticket handling. + Lead root cause analyses of recurring issues, unsatisfied feedback from stakeholders and partner with internal team to drive resolution. + Perform audits and of user interaction/ tickets handled by customer success team and documentations to identify inconsistencies and gaps. + Supports Knowledge Management and continuous improvement in addressing identified process and/or knowledge gaps. **Continuous Improvement** + Identify and implement process improvements based on data insights, user feedback and best practices. + Develop and lead improvement initiatives that enhances user experience, compliance and efficiency in the tools and processes. + Promote a culture of innovation, ideation and learning across Procurement Customer Success team and stakeholder groups. **Qualifications:** + Bachelor's degree holder + 2-5 years in Procurement, Procure-to-pay, customer success, or operations + Proficient in eSourcing, P2P, and ERP tools + Strong analytical skills with Excel, PowerBI, or similar tools + Experience managing documentation processes + Knowledge in quality assurance and continuous improvement methodologies **Company Perks and Benefits:** + Government Mandated Benefits + Hybrid Work Setup + Paid Leaves (15 SL and 15 VL annually) + HMO with up to three free dependents + Life Insurance + Annual Performance Bonus + Annual Merit Increase **Why CBRE?** When you join CBRE, you become part of the global leader in commercial real estate services and investment that helps businesses and people thrive. We are dynamic problem solvers and forward-thinking professionals who create significant impact. Our collaborative culture is built on our shared values — respect, integrity, service and excellence — and we value the diverse perspectives, backgrounds and skillsets of our people. At CBRE, you have the opportunity to realize your full potential. **Our Values in Hiring** At CBRE, we are committed to fostering a culture where everyone feels they belong. We value diverse perspectives and experiences, and we welcome all applications. CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)