Requisition ID: 228226Work Area: Customer Service and SupportExpected Travel: 0 - 10%Career Status: ProfessionalEmployment Type: Regular Full Time
COMPANY DESCRIPTIONSAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.
Statutory Services team in SAP Concur is responsible for the design, configuration, implementation, troubleshooting, monitoring, and support of SAP Concur products related to statutory requirements.
The Statutory Services Supervisor will be championing and driving operational excellence with the team to deliver effective & efficient best in class services to customers.
Responsibilities will include, but are not limited to, the following:
Lead, motivate and manage a team of statutory consultants to deliver services for customers to meet revenue targets, productivity, quality, and customer satisfaction targets
Build relationship to effectively communicate and work with customers/internal teams/stakeholders.
Manage consultants’ utilization including capacity planning, project assignments, case assignments, employee productivity and optimal resource utilization for successful projects and cases outcomes.
Manage customer’s expectations and/or escalations (internal and external) with regards to statutory deliverables, timeframes, etc. by understanding the key business drivers and their prioritization.
Ensure completion of deliverables, managing schedules, meeting milestones, delivering within budget and committed deadlines by the team.
Create and/or sustain a high performing team by accurately assessing team’s skills and actively coaching employees while maintaining high team morale in an evolving business.
Employee management activities including hiring, terminations, performance appraisals, on-going coaching, recognition, training, career development, cross-training, salary recommendations
In addition to supervising a team of statutory services consultants, will also act as a statutory consultant on a reduced number of cases and/or projects.
May fill the role of a team member in complex situations.
Document all customer interactions in CRM and/or required documentation templates.
Track and publish key metrics related to area of responsibility and provide weekly, monthly and/or ad-hoc reports as needed by management or cross-functional teams.
Foster an environment that embraces both innovation and consistent reproducible success.
Supports senior management with special projects and other assignments as needed.
Develop, implement and document processes and measures of efficiencies resulting in an efficient, cost effective delivery model and customer satisfaction.
Develop and maintain knowledge of SAP Concur’s functional and technical product knowledge, implementation and support practices & methodologies.
Be aware of, and comply with, all corporate policies (e.g. data security, compliance, audit, etc).
Education, Experience & Training required:
Degree or equivalent experience.
At least 4+ years’ in customer service/support, consulting and/or software implementation experience
At least 2+ years of people management experience.
Have technical and/or functional experience as a Business or Technical Analyst
Experience with software as a service (SaaS), a plus
Experience in travel & spend management industry, a plus
Experience with software or ERP implementation, a plus
Experience with financial applications and knowledge of accounting processes, a plus
Knowledge of SAP Concur software product, a plus.
Ability to pass a background check
Job Specific Specialized Knowledge & Skills: (in order of priorities)
Exceptional written and verbal communication skills in English
Excellent presentation skills
Project management skills
Strong analytical, consulting and troubleshooting skills
Results, goal, and customer service orientated
Strong organizational skills and ability to deliver on commitments
Creative solution development
Ability to effectively utilize data and system tools.
Strong computer skills/Microsoft Office knowledge
Proven ability to engage and interact with internal & external teams to resolve customer issues
Ability to persuade and influence
Ability to work productively in a fast-paced, ever-changing environment
Ability to address and manage through ambiguous situations - assess situations, problem solve and make decisions
Working environment (where major activities are carried out):
40+ hours per week
Flexibility in working hours as needed to meet customer obligations
Flexibility to work with hybrid shift hours, as needed
Physical and Cognitive or Mental Requirements:
Major job activities – physical requirements:
Use of computer and keyboard for extended periods of time on most or all workdays
Use of telephone – throughout the workday as needed to conduct business
Working under time pressure
Working rapidly for long periods
Communicating and interacting with others
Major job activities – mental requirements:
Multiple concurrent tasks
Ability to perform under stress
Writing, reading and comprehension
WHAT YOU GET FROM US
Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.
SAP'S DIVERSITY COMMITMENTTo harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.
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 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 (Americas: ********** or **********, APJ: **********, EMEA: **********).
Successful candidates might be required to undergo a background verification with an external vendor.