Requisition ID: Work Area: Customer Service and Support
Expected Travel: 0 : 10
Career Status: Professional
Employment Type: Regular Full Time
COMPANY DESCRIPTION
SAP 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.
Job Overview:
- Lead and manage a Support and Audit staff team that ensures clients have direct access to knowledgeable staff that responds to questions, issues or incidents within SLA's that result in a high level of client satisfaction
- 2+ Years experience using Concur Travel and Expense highly recommended
Responsibilities:
- Participate in the Hiring, training and development a strong support staff to ensure a high level of client satisfaction
- Direct the team's workflow and client engagements to ensure a high level of client satisfaction with Support.
- Collaborate with other Managers and Leads to create a work schedule for the team that ensures full coverage at all times during hours of operation (including holidays).
- Act as a point of escalation to resolve complex issues and/or reassign cases to ensure rapid resolution to client issues.
- Coordinate with and maintain relationships with cross:functional organizations and departments within Concur to ensure efficient operations.
- Establish and report a set of metrics and dashboard that reports on accomplishments and forecasts outcomes.
- Documents performance improvement processes needed to retain/remove Auditor with/from Global Audit
- Recommends improvement to Audit policies, processes, and technology
- Utilizes tools and systems proficiently to improve Global Audit performance and accordingly escalates issues to immediate Supervisor as needed
- Be aware of and comply with all corporate policies
Tasks:
- Monitor group caseload, escalate or reprioritize cases as necessary, monitor case progress, provide guidance to analysts, and coordinate supplemental training.
- Monitor and process flows to ensure that client cases are progressing through the workflow.
- Serve as a mentor to team members on general Support and Audit tasks and processes.
- Review SLA metrics and raise attention to other management teams in Support and Audit when the team is failing to meeting the SLA guidelines
- Collaborate with Function Leads to help ensure client concerns are addressed with appropriate priority.
- Serve as a first level of escalation and work directly with clients on escalated cases and concerns.
- Perform case reviews for each member of the Support Analyst and Audtit Analysts on a monthly basis; evaluate the way the cases were handled, and communicate those evaluations in writing.
- Personnel administration including conducting, performance reviews, coaching, discipline, training, terminations, and potential new hire interviews.
- Regularly interface
Position requirements:
Education, Experience and Training required:
- Bachelor degree in a technical field or equivalent experience
- Four or more years of experience in technical or service support interfacing with customers
- Two years experience as a point of escalation to resolve complex cases and determining resources required to resolve
