Assistant Manager - Fulfilment Operations

Job Title: Assistant Manager - Fulfilment Operations

Location: Bangalore

About Unilever

Be part of the world’s most successful, purpose-led business. Work with brands that are well-loved around the world, that improve the lives of our consumers and the communities around us. We promote innovation, big and small, to make our business win and grow; and we believe in business as a force for good. Unleash your curiosity, challenge ideas, and disrupt processes; use your energy to make this happen. Our brilliant business leaders and colleagues provide mentorship and inspiration, so you can be at your best. Every day, nine out of ten Indian households use our products to feel good, look good and get more out of life – giving us a unique opportunity to build a brighter future.

Every individual here can bring their purpose to life through their work. Join us and you’ll be surrounded by inspiring leaders and supportive peers. Among them, you’ll channel your purpose, bring fresh ideas to the table, and simply be you. As you work to make a real impact on the business and the world, we’ll work to help you become a better you.

About UniOps

Unilever Operations (UniOps) is the global technology and operations engine of Unilever offering business services, technology, and enterprise solutions. UniOps serves over 190 locations and through a network of specialized service lines and partners delivers insights and innovations, user experiences and end-to-end seamless delivery making Unilever Purpose Led and Future Fit.

The Asst. Manager – S2P will be responsible for overseeing end-to-end Source-to-Pay operations with a focus on order fulfilment, supplier management, and helpdesk support. The role requires strong expertise in COUPA and related procurement systems to ensure seamless operations, user support, and process improvements. The incumbent will manage a team responsible for operational excellence, compliance, and continuous improvement within the procurement cycle.

• Manage PR2PO, Helpdesk and Automated buying operations for global MBS sourcing through the 3PSP.
• Oversee the procurement helpdesk team ensuring timely resolution of user queries and incidents. Develop knowledge base articles, SOPs, and training materials to enhance end-user adoption.
• Operationalizing controls in all service lines designed by the PEC Team and ensure that the same are strictly adhered to.
• Support audits like Corporate, GCAD (Global Control Assurance Department), Sox, Statutory and provide required support for closure of audits on time
• Manage vendor relationships and ensure service level agreements (SLAs) are achieved.
  
  

• Collaborate with cross-functional teams including Finance, IT, and Business Units for smooth S2P operations.
• Undertake transformation initiatives in the areas of fulfilment. Design and develop dashboards/visualization to showcase KPI tracking.
  
  

• Manage end-to-end S2P processes including requisition to purchase order, order fulfilment, invoice processing, and payment execution.
• Oversee order fulfilment activities ensuring timely procurement, delivery, and resolution of order-related issues.
• Ensure adherence to company procurement policies, controls, audit and compliance requirements.
  
  

• Act as the COUPA system expert to support business users, resolve technical/system-related issues, and coordinate with IT/COUPA support teams.
• Drive enhancements, configurations, and testing in COUPA for improved efficiency and automation.
• Monitor and analyze system performance to proactively identify issues and opportunities.
  
  

• Oversee the procurement helpdesk team ensuring timely resolution of user queries and incidents.
• Develop knowledge base articles, SOPs, and training materials to enhance end-user adoption.
• Ensure high customer satisfaction scores for helpdesk operations.
  
  

• Lead, mentor, and develop a high-performing team handling day-to-day procurement and support operations.
• Collaborate with cross-functional teams including Finance, IT, and Business Units for smooth S2P operations.
• Manage vendor relationships and ensure service level agreements (SLAs) are achieved.
  
  

• Monitor KPIs (cycle time, order accuracy, user satisfaction, compliance, cost savings) and implement improvements.
• Identify opportunities for automation and process simplification in S2P.
• Prepare and present regular performance reports to senior leadership.
  
  

• Bachelor’s degree in Finance, Supply Chain, Business Administration, or related field; MBA/Chartered Accountant/Procurement Certification (CIPS/ISM) preferred.
• 8+ years of experience in S2P/Procurement operations with at least 3+ years in a managerial role.
• Strong functional and technical knowledge of COUPA (P2P, Invoicing, Supplier Portal, Analytics, Configurations).
• Experience in order fulfilment, procurement helpdesk management, and stakeholder/vendor engagement.
• Strong analytical, problem-solving, and process improvement skills.
• Excellent leadership, communication, and stakeholder management abilities.