• SAP Concur - Support Americas: Operations Manager Jobs in Bangalore,India - 25667027

  • SAP Labs Pvt Ltd
  • Save Job
  • 0 - 3 Years
  • Posted : above 1 month

Job Description:

Responsibilities Tactically drive multiple and competing projects and tasks from end to end, across a wide array of topics and support areas
Execute on our global continuous effort to improve customer effort, processes, services, internal tools, organizational structure, and quality
Act as a central point for coordinating information collection and distribution across various audiences within the organization
Drive business case development and prioritization of tactical and strategic Customer Support initiatives requiring support from internal cross-functional partners
Collaborate with SAP Concur Support Leadership, Global Product Support Programs (GPSP) and Project Management Organization (PMO) to drive Support readiness initiatives
Look for opportunities to align regional activities to the global strategy
Manage meeting scheduling, agenda creation, and facilitation for senior support leadership and the broader Americas Support organization Take and distribute notes in a timely manner
Take part in forecasting and budgeting and track the actual performance against budget
Prepare performance reports by collecting and analyzing customer and support delivery data
Author monthly team summary for an executive audience

Critical Performance Competencies Decisiveness/Judgment Demonstrates logic and objectivity in making timely decisions
Tactical strengths Has strong planning skills, stays close to details, drives work forward, is action-oriented, thinks beyond the immediate next action
Discretion Ability to manage sensitive and confidential information with discretion
Collaboration Actively works to build cross-functional relationships with key peers Able to work with people at all levels, from executive to frontline individual contributors
Influence and leadership Able to drive projects and activities with diverse groups over whom you have influence but not authority
Continuous improvement Consistently strives for excellence Every success is a new benchmark for the next success
Communication Has ability to articulate a message with all levels in the organization Excellent presentation and writing skills, as well as the ability to communicate and collaborate effectively in English
Drive Ability to both drive and be a member of a high-performing strategic and tactical service team
Adaptability/Flexibility Quickly adjusts to changing requirements remaining open to alternative approaches Thrives in an ambiguous environment
Change Management Actively intervenes to create and energize change initiatives Embraces change by leading by example
Emotional intelligence and cultural awareness Possess innate ability to develop relationships with people of diverse backgrounds and perspectives across the globe
Productivity and functional tool proficiency Are familiar with and proficient in multiple productivity and functional tools and platforms Able to learn new tools quickly
Curious and eager to learn Always looking to learn new things, curious about how the Support organization functions, with a drive to improve both customer and employee experience within support environment
Prioritization Able to evaluate and prioritize multiple competing projects and activities Communicates conflicts and offers solutions

Qualifications, Experience and Education Bachelors degree or equivalent experience
Three or more years of project management experience Demonstrated ability to manage multiple complex, often competing projects and priorities
Three or more years of experience in a general customer/client support or professional services environment, preferably in the tech sector
Experience with continuous improvement programs
Customer focused with the highest standards for delivering value & exceeding customer expectations Flexibility to include willingness and ability to readily respond to changing circumstances and expectations
A track record of autonomy, leadership and self-direction; identify a problem, propose a solution, and make it happen; execute
Demonstrated ability to manage cross-functional efforts without managing the participants directly
Excellent presentation, facilitation, and writing skills, as well as the ability to communicate and collaborate effectively in English

What does success look like in this role Customer Focus Is a leader and an example for customer centricity principles, regardless of tier Takes pride in considering the customer first and weaves empathy for the customer experience into every aspect of his or her role and decision-making Communicates transparently about the good, the bad, and the ugly, and in a solution-oriented manner Deep sense of ownership and accountability for the customer service experience the organization delivers Strong, relentless voice for the customer in all settings Provides capable customer service up to the highest levels of leadership within client organizations, including to CEO or other executives

Soft Skills Listens actively to others; tailors communication to differing communication styles Leads by example Conducts sensitive communications with clients, colleagues, and directs capably, using the right communication tools at the right times Focuses on learning from mistakes and moving forward rather than dwelling on ownership of blame Eager to learn and improve in all areas Receptive to feedback, but also able to provide necessary feedback in a productive manner Has a thick skin and understands the impact that change can have on others and their emotions; empathizes with those struggling through a change Channels frustration into fruitful dialogue Willing and able to pull multiple levers to communicate effectively Asks questions to understand before arriving at conclusions

Success is what you make it At SAP, we help you make it your own
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SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team (AmericasCareersNorthAmericasapcom or CareersLatinAmericasapcom, APJ CareersAPJsapcom, EMEA Careerssapcom) Requests for reasonable accommodation will be considered on a case-by-case basis Successful candidates might be required to undergo a background verification with an external vendor

EOE AA M/F/Vet/Disability
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability

Successful candidates might be required to undergo a background verification with an external vendor
Additional Locations

Nearest Major Market Minneapolis
Job Segment Operations Manager, SAP, ERP, Consulting, Operations, Technology

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services, Internet/Dot com/ISP
Functional Area : IT Software : Software Products & Services
Role : Project Leader/ Project Manager
Salary : As per Industry Standards
Deadline : 14th Jul 2020

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