Business Processes Senior Consultant

 We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

Please note that all interviews will take place between 6:00 PM - 12:00 AM IST

The Team

• Managing care services customer working for US customers (Working hours: 6:00 PM - 3:00 AM IST).
• Concur select care services team is a shared services team which works with mainly large North American customers who have procured the highly premium Select Care or Advanced Care service.
• This team supports Select care managers in all aspects of select care life cycle.
• The work goes beyond the boundaries of care services, it involves working on cases and projects as deemed necessary depending on volume.

The Role

The Select Care Consultant is an individual contributor role which is a high demanding role and requires the Select Care Consultant to be able to multi-task to enable their Select Care Managers to serve the unique and complex needs of SAP Concur’s largest and most complex clients.

Select Care Consultants support Select Care Managers to enable them to help customers optimally plan and run their business, achieving their goals and fully unlocking the value of SAP Concur Select Care.

Responsibilities

• Delivers excellent service during every interaction across SAP Concur to ensure a high level of client satisfaction.
• Advocates for the customer by sharing customer point of view or business case in order to influence internal teams and achieve positive outcomes for the customer.
• Maintains oversight of case log and perform trend analysis for proactive risk mitigation, issue resolution, and to drive SLA adherence.
• Creates and Maintains customer dashboards to ensure real time overview of important performance metrics are available.
• Follows predefined processes and adheres to Select Care templates and documents.
• Escalates unresolved client issues/cases as necessary to meet SLA timelines and to provide issue resolution.
• Help SCMs to prepare for briefing to provide background and status on high profile customer issues.
• Identifies and suggests improvements to Select Care processes or documentation and works with the relevant manager and program director to streamline and improve the scalability and efficiency of the service.
• Shares knowledge or expertise with less experienced SCCs.
• Assists with recruiting/Interview efforts.
• Coaches/mentors new-hire SCCs.

Critical Performance Competencies

• Anticipates and builds business case independently to meet clients’ needs in a manner that creates value and provides meaningful results for the client.
• Leverages and coordinates with internal resources, such as Service Account Teams or Support, to effectively address client requirements or issues.
• Shares “big picture” business knowledge and expertise with team.
• Stay informed & educate the team on relevant product changes and business trends.
• Clearly understands and adopts change to support SAP Concur business strategies and can effectively communicate the why to internal and external customers.
• Independently seeks opportunities to assist in minimizing inefficiencies in work processes and activities to achieve business objectives & improved user experience.
• Participates in initiatives and proactively evaluates project and process management to effectively improve functional business decisions.
• Independently identifies customer needs through discovery and advises on how to provide quality service to deliver results that bring value to the customer.
• Conducts interviews/recruiting for new Select Care Consultants.
• Coaches or mentors’ new employees and provides constructive feedback.
• Able to meet deadlines, work under pressure, and deliver on many things at once.
• Ability to balance internal initiatives along with customer deliverables.
• Independently plans and executes initiatives and projects to completion.
• Expected to work autonomously without additional guidance.
• Takes ownership of customer deliverables.
• Establishes processes to solicit constructive feedback and identify areas of self-improvement.
• Provides constructive feedback to others to improve performance and support a developmental culture.
• Demonstrates expertise in analyzing issues/data with minimal guidance to solve problems and make decisions.
• Serves in an ongoing mentorship role to help fellow co-workers through active listening and guidance and resolution.

#BusinessProcessT3

​Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility 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: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 399297  | Work Area: Consulting and Professional Services  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.