Senior Manager

Job Description Job Description About the company SBI Card is a leading pure-play credit card issuer in India, offering a wide range of credit cards to cater to diverse customer needs. We are constantly innovating to meet the evolving financial needs of our customers, empowering them with digital currency for seamless payment experience and indulge in rewarding benefits. At SBI Card, the motto Make Life Simple inspires every initiative, ensuring that customer convenience is at the forefront of all that we do. We are committed to building an environment where people can thrive and create a better future for everyone. SBI Card is proud to be an equal opportunity & inclusive employer and welcome employees without any discrimination on the grounds of race, color, gender, religion, creed, disability, sexual orientation, gender identity, marital status, caste etc. SBI Card is committed to fostering an inclusive and diverse workplace where all employees are treated equally with dignity and respect which makes it a promising place to work. Join us to shape the future of digital payment in India and unlock your full potential. What's In It For YOU - SBI Card truly lives by the work-life balance philosophy. We offer a robust wellness and wellbeing program to support mental and physical health of our employees - Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees - Dynamic, Inclusive and Diverse team culture - Gender Neutral Policy - Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits - Commitment to the overall development of an employee through comprehensive learning & development framework Role Purpose-The role is responsible to drive Finance & Sourcing projects & initiatives & Ensure end to end support .Also responsible for Audit compliance & Drive Scoping, Solution , Delivery implementation and adoption of enterprises capabilities across on Oracle application. Role Accountability - SME - Finance and Sourcing .End to end Project Management, leading projects and ensuring quality delivery.Also Multi Tasking - Multi project management at same time - Project Management & Delivery - New Finance leasing platform setup - CFR- Consolidated Financial Planning platform setup - Stat & IND AS reporting - DC Migration across finance & sourcing applications - AP process simplification - New Setups - DR Build & Setup for SNAPS , TESLA - DR coordination for integrated applications- IDAM , Enterprise Portal - OS upgrade across SNAPS & TESLA - End of Support on OS - Major DB upgrade across financial & sourcing applications - Concur - Pre Trip Auth ; Drive & Budgeting Employee Expense spend - New Applications - Company Secretary Trading Application - Budget Management - Enterprise Invoicing Portal - Host to host Application Setup for Finance - Transition projects to support and ongoing management post closures - Lead Support Engagement across Finance & Sourcing Application - Resolve Incidents and Service Request, Including end user complaints - RCA's, Key Performance Indicators, Performance Dashboard,CMR's and Release Mgmt. Cycle - Work with business to find continuous business process improvement opportunities - Manage the support team and ensure SLA adherence for Incidents and SR raised by users. - Lead day to day operations of ERP support delivery team. Set direction, priorities and expectations for the team. Provide necessary coaching, mentoring, development planning - Oversees the deliveries by Support and Project team. Partnering with business and IT leaders to analyze requirements and design solutions. Manage and collaborate with IT team to design, build and implement solutions that achieve successful business outcomes. - Spearheading design , delivery and support of developments in various phases of projects such as scoping and planning , details design, build and test. - Arrange for Cross functional sessions to facilitate a better understanding of the complete business life cycle by respective department. - Proactively work to improve existing support procedures, processes, and tools. - Ensure required support is provided to critical financial activities (i.e. Month end, Audit etc.). - Ensure P1 and P2 incidents have proper RCA and implement the learnings - Ensure IT audit completes with no major observation - Ensure compliance to Change mgmt. process governance - Publish Support KPI to stakeholders Measure Of Success - Customer satisfaction scores (CSAT) - SLA compliance rates - Incident response and resolution times - Net Promoter Score (NPS) - Employee satisfaction and retention rates - Effectiveness of service improvement initiatives - Churn rate of customers Technical Skills / Experience / Certifications - Adherence to the agreed SLAs related to services, quality, capacity and availability - Minimum disruption/downtime to user - Customer Satisfaction ratings received by service recipients / business users - Adherence to Organizational IT policies & Processes Competencies critical to the role - Beach or equivalent from reputed institution - Minimum 6-8 years of professional experience of ERP support at Lead/Manager role in Indian MNC - Techno-functional role expertise where 70% is functional and 30% is Technical. - Skilled in understanding finance, Tax & sourcing needs and providing quality customer service - Experience with ServiceNow or other IT Service Management Software preferred - Excellent oral and written communication skills in English. - Ability to communicate effectively with both internal and external customers and suppliers, including both technical and non-technical stakeholders. - Strong interpersonal skills, especially a customer service-oriented attitude - Ability to multitask with strong attention to detail, organization, and time management - Ability to adapt to shifting priorities, demands, and timelines. Qualification Beach or equivalent from reputed institution Preferred Industry Experience working with BFSI organization / Ecommerce organization