SUPPORT MANAGER
Company: SAP Labs India Pvt. Ltd.
Experience: 10 – 12 Years
Location: Bengaluru
Job Description
The Support Team Manager is responsible for leading the Employee Central Support team at the Support Center India. 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 .
TASKS AND RESPONSIBILITIES
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 team meetings, communications to and from the management team)
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 fCenter, Critical Incident Managementrom Support Delivery and peer organizations (Customer Interaction Center, Enterprise Support Advisory , Solution Support, AIS, Development), and collaboration with SC India teams and SC Head
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
Required Candidate profile
EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES
University degree in economics/science/mathematics/engineering or equivalent professional experience
10+ years of experience in SF/development /product engineering /product management
working knowlege of Java/ABAP development
2 years served as a people manager
experience in Employee central modules preferred
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
Open to Flexi shift working hours
Keyskills:
Team ManagementService LevelCustomer SupportCustomer ServiceEnterprise SoftwareProduct SupportEnterprise SupportCustomer InteractionCustomer SatisfactionPeople Management
Desired Candidate Profile
Please refer to the Job description above
Education:
UG:B.Tech/B.E. – Any Specialization, B.A – Economics, Journalism, Maths, B.Sc – Any Specialization, Maths
Contact Details:
Recruiter Name: HR
Contact Company: SAP Labs India Pvt. Ltd.
Reference Id: 220870
