Business Processes Consulting Supervisor - SAP Concur

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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

We build breakthroughs together

SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.

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: 392782  | Work Area: Consulting and Professional Services  | Expected Travel: 0 - 10%  | Career Status: Management  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.