Requisition ID: 262092Work Area: Customer Service and SupportExpected Travel: 0 - 10%Career Status: ManagementEmployment 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.
ROLE SUMMARY
The Support Team Manager is responsible for leading the Platform Support team at the Support Center Manila location (*This is a night-shift positon). As part of the global Product Family team, within the Portfolio People Engagement, the team handles customer support inquiries through Expert Chat, Schedule an Expert or Portal Incidents, provides and contributes to proactive services, and documents and share relevant knowledge with customers, in order to deliver first-class Product Support to our customers and partners. The role reports into the global Product Family Head.This is a unique chance to add value and to participate by bringing in a fresh view and ideas to create our future.
TASKS AND RESPONSIBILITIES
Building & Maintain high performing teams
People Management (performance management/career development and learning/employee engagement)
Change management to drive and cascaded strategic objectives (e.g. Next Generation of Support transformation) and further project and program activities
Ensure operational excellence and team achievement of business metrics (customer satisfaction, productivity, service level agreements etc)
Manage effective communications (regular 1:1 SE meetings, regular team meetings, communications to and from the management team) Telling the story
Capacity planning and resource management
Processes: Responsibility to implement and to ensure the implementation, operation and optimization of internal processes
Interface and to other Lines of Businesses from Support Delivery and peer organizations (Customer Interaction Center, Enterprise Support Advisory Center, Critical Incident Management, Solution Support, AIS, Development), and collaboration with SC India teams and SC Head
Maintaining operational excellence
Working with and aligning with your colleagues within the product family in other regions in order to maintain global customer excellence
Drive best practices sharing and implementation
Single point of contact and management contact for relevant customer escalations
Follow up on complaints/negative customer experiences
Organization of training/knowledge transfer
EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES
University degree in economics/science/mathematics/engineering or equivalent professional experience
Track record of People Management/Leadership skills & capabilities
Excellent customer focus, both internally and externally
Ability to communicate effectively with individuals and teams at all levels
Proven ability to work well under pressure
Excellent organizational skills
Self-motivated, proactive and solution oriented
Knowledge of Product Support processes, tools and support offerings preferred
Technical Knowledge in the relevant areas preferred.
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 COMMITMENT
To 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.
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