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Business Processes Consulting Supervisor
4 months ago
We help the world run better
Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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. Apply now
Team Lead, Delivery Services – SAP Concur
The Implementation Team Lead will be a supervisory role tasked to effectively lead Implementation Coaches in the Standard/Professional Expense Platform along with Extended Services. Ensures completion of implementation goals within aggressive timeframes while consistently delivering exceptional quality and client satisfaction. They will serve as an internal role model through leadership, mentoring, professionalism, active communications and consistency in delivering outstanding results; by proactively monitoring team performance regarding product, process, and consulting skills. Participating in cross-functional meetings to represent Implementation, providing input on product/processes, and implement projects as assigned.
This position will be based out of Concur’s Bangalore office and requires working hours & days aligned to support North American clients that are based on the Standard/Professional Platform
What you will do:
• Leads with Integrity and Trust while adhering to SAP Concur’s ethics and Core Values
• Inspires their teams to perform well by positive motivation & empowerment while being warm,
pleasant and gracious
• Assist team in managing multiple, simultaneous implementations, ensuring timelines are met and
issues are addressed while adhering to Concur’s Standard Operating Procedures (SOPs)
• Communicate client status to Implementation Services Manager, consistently as appropriate
• Escalate issues by collaborating with designated team contacts and/or cross-functional teams in a
timely manner to ensure implementation issues are addressed early
• Quickly ramp-up on new releases and product functionality to ensure successful implementation of
these features for clients
• Be the primary implementation process and methodology resource for cross functional efforts
• Sample project calls with customer:-
• Configuration call: review timelines and key milestones, provide consultation on set up of
Expense service via the Setup Wizard, provide access to Deployment Toolkit, facilitate processing
of appropriate system setup forms and address questions
• Workflow call: review submission, approval and accounting processes and Processor and
Payment Manager tools
• Administrative call: review Company Card Admin & Concur Reporting tools, provide Reporting &
Support registration assistance
In order to accomplish this you will need to:
• Be action oriented and full of energy for things seen as challenging, thereby fostering strong
morale & spirit in team
• Sets well-defined goals with clear directions, at the same time making work a “win-win” scenario for
company & employees
• Has a sense about managing the creative process of others and can facilitate effective
brainstorming
• Provide guidance to train, mentor, and develop Implementation Consultants
• Proactively monitor team performance regarding product, process, consulting skills and progress of
ICs
• Drive the team to meet or exceed expectations on all metrics including Net Promoter Scores
• Perform performance reviews, feedbacks to drive best practices & consultative approach to yield
best customer experience
• Assist management with managing the business towards departmental goals
• Manage project team workload and the project assignment process
• Collaborate & assist team on escalations for cross-functional issues & process break downs: STS,
R&D, Extended Services, etc.
• Anticipate business needs and take the initiative to put together working teams as needed to
maintain training documentation, process documents, case escalations, new feature requests, and
consulting workshops to improve team skills
• Manage bottom quartile performers in accordance to the Company Policies and Procedures
• Actively attends and participates in all team, department and company activities
What do you need to bring?
• Excellent communication skills with ability to interact, understand & consult with clients
• Ability to comfortably strike a conversation with clients on phone, build rapport, handle / diffuse
escalations
• Exceptional written, verbal communication and presentation skills
• Excellent organization, planning and project management skills
• Familiarity with financial, HR and payroll systems, accounting industry background a plus
• Demonstrated ability to learn new concepts quickly
• Strong knowledge of software & technology, specifically around web technology, financial system
integration & Excel a strong plus
• Strong trouble-shooting skills/problem solving skills - ability to critically analyze issues and develop
creative solutions
• Ability to be self-directed and work independently, strong computer skills, general technical
aptitude
Ability to multi-task and prioritize workload, Self-directed & work independently
• Three or four-year degree, preferably in accounting or information systems / financial background
• Overall experience around 7-10 years with minimum 3-4 years in managing project based teams
• Experience on Concur products preferred
• Is armed with techniques for motivation, development and performance management
• Previous experience in a role managing projects & interacting with clients on implementations /
project management
• Proven ability to foster internal/external relationships, overcome objections and motivate clients
• Strong problem-solving, communication and client management skills
• Proven ability to comfortably discuss accounting and financial concepts with clients, including
executives
Critical Performance Competencies:
• Motivating Others / Action Oriented / Developing Direct Reports and Others
• Building Effective Teams / Innovation Management / Organizing / Decision Quality
• Timely Decision Making / Conflict Management / Confronting Direct Reports
