SAP Business Processes Senior Consultant - SAP Concur 

India, Karnataka, Bengaluru 

28942216

The Team

• Managing care services customer working for US customers (Working hours: 6:00 PM - 3:00 AM IST).
• Concur select care services team is a shared services team which works with mainly large North American customers who have procured the highly premium Select Care or Advanced Care service.
• This team supports Select care managers in all aspects of select care life cycle.
• The work goes beyond the boundaries of care services, it involves working on cases and projects as deemed necessary depending on volume.

The Role

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.

Responsibilities

• 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 outcomes 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 issues.
• 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 & educate 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.

​