SAP Business Processes Senior Consultant 

India, Karnataka, Bengaluru 

163816071

Position Description:

The Select Care Consultant is an individual contributor role which is a high demanding role and requires the Select Care Consultant to be able to multi-task to enable their Select Care Managers to serve the unique and complex needs of SAP Concur’s largest and most complex clients.

Key responsibilities include:

• Delivers excellent service during every interaction across SAP Concur to ensure a high level of client satisfaction
• Advocates for the customer by sharing customer point of view or business case in order to influence internal teams and achieve positive outcome for the customer

• Maintains oversight of case log and perform trend analysis for proactive risk mitigation, issue resolution, and to drive SLA adherence
• Creates and Maintains customer dashboards to ensure real time overview of important performance metrics are available
• Follows predefined processes and adheres to Select Care templates and documents.

• Escalates unresolved client issues/cases as necessary to meet SLA timelines and to provide issue resolution.
• Help SCMs to prepare for briefing to provide background and status on high profile customer issue(s).

• Identifies and suggests improvements to Select Care processes or documentation and works with the relevant manager and program director to streamline and improve the scalability and efficiency of the service
• Shares knowledge or expertise with less experienced SCCs
• Assists with recruiting/Interview efforts
• Coaches/mentors new-hire SCCs

Critical Performance Competencies:

• Anticipates and builds business case independently to meet clients’ needs in a manner that creates value and provides meaningful results for the client
• Leverages and coordinates with internal resources, such as Service Account Teams or Support, to effectively address client requirements or issues

• Shares “big picture” business knowledge and expertise with team
• Stay informed & educates the team on relevant product changes and business trends.
• Clearly understands and adopts change to support SAP Concur business strategies and can effectively communicate the why to internal and external customers.

• Independently seeks opportunities to assist in minimizing inefficiencies in work processes and activities to achieve business objectives & improved user experience.

• Participates in initiatives and proactively evaluates project and process management to effectively improve functional business decisions
• Independently identifies customer needs through discovery and advises on how to provide quality service to deliver results that bring value to the customer.

• Conducts interviews/recruiting for new Select Care Consultants
• Coaches or mentors’ new employees and provides constructive feedback

• Able to meet deadlines, work under pressure, and deliver on many things at once
• Ability to balance internal initiatives along with customer deliverables
• Independently plans and executes initiatives and projects to completion.

• Expected to work autonomously without additional guidance
• Takes ownership of customer deliverables
• Establishes processes to solicit constructive feedback and identify areas of self-improvement
• Provides constructive feedback to others to improve performance and support a developmental culture

• Demonstrates expertise in analyzing issues/data with minimal guidance to solve problems and make decisions

• Serves in an ongoing mentorship role to help fellow co-workers through active listening and guidance and resolution.

​

EOE AA M/F/Vet/Disability:

Requisition ID: 418309 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.