Requisition ID: 228231
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

Managers are responsible for supporting the success of not only their direct reports, but also the success of all employees within the larger team to which they belong. Managers identify development opportunities and support team members as they work to achieve their goals. This role shares insights with other managers, looks for opportunities to coach and recognize employees directly, and provides just-in-time feedback to its direct reports.

Responsibilities

• Facilitate and champion a culture of mentorship within own team.
• Identify stretch and growth opportunities for all direct reports.
• Drive implementation of projects/initiatives as assigned (or delegate as appropriate).
• Coach poor performers, and when required, develop and enforce Performance Improvement Plans (PIPs).
• Recognize and develop high performers.
• Manage and be accountable for team operations, such as staffing and resource utilization, Product Lead management of critical issues and technical mentorship, execution of goals, and adherence to Key Performance Indicators (KPIs).
• Captures and surfaces opportunities to improve issue resolution.
• May engage with critical incidents to facilitate a resolution or customer communication.
• Finds and jumps in to fill gaps when needed.
• Drives adoption and usage of Knowledge-Centered Service (KCS) with direct reports.

Critical Performance Competencies

• Communicate a clear vision of the future: develop, discuss, explain and actively promote the vision within own team, to peers, within own department as well as SAP Concur broadly, to partners, external stakeholders and to customers.
• Motivate through inspiration and mobilize teams: draw an inspiring target picture and mobilize people to get there, challenge people to leave their comfort zone, seek for feedback and call for people’s opinions, turn issues/threats into opportunities.
• Set demanding goals and empower accountability to execute on the mission: derive clear and challenging targets, assign targets and set priorities, encourage people to take ownership, do not delegate back to yourself in critical situations.
• Actively establish relationships characterized by mutual respect and trust: build a reliable, efficient and effective network, stimulate individuals to broaden and use their network, actively create a culture of trust, mutual respect and openness, live this culture and act as a role model, work to overcome organizational boundaries and silo thinking.
• Encourage people to continuously question the status quo and activate their creative and innovative skills: motivate people to think new, different, critical and to look for unusual ways to find solutions, reward ideas, extraordinary achievements and innovations, accept failing investments, think and act lean.
• Coach people on their individual development and career opportunities and act as a mentor: support team members and mentees in development planning and fulfilment, act as mentor for several mentees, guide individuals to find their right career track, handle performance issues actively and immediately.
• Show passion on the job: act as a role model for the team, show authentic behavior, pride and enthusiasm in the own job, demonstrate best practices and encourage team members to share own experiences, celebrate success, promote SAP Concur as a great place to work.

Qualifications, Experience and Education

• Bachelor’s degree or equivalent experience.
• Six or more years of experience in a call center, help desk, or general customer/client support environment, preferably in the tech sector.
• Experience working with software applications and at least a business understanding of Cloud applications.
• Experience with creative problem solving for new and undocumented issues.
• Four or more years of experience writing or using technical process documentation.
• Three or more years of experience with new hire mentoring.
• Customer focused with the highest standards for delivering value & exceeding customer expectations. Flexibility to include willingness and ability to readily respond to changing circumstances and expectations.
• Excellent analytical, training, facilitation, presentation and writing skills, as well as the ability to communicate and collaborate effectively in English.
  

What does success look like in this role?
Customer Focus:
Takes accountability for ensuring that his or her team prioritizes the customer experience. Takes pride in considering the customer first and weaves empathy for the customer experience into every aspect of his or her role and decision-making. Communicates transparently about the good, the bad, and the ugly, and in a solution-oriented manner. Deep sense of ownership and accountability for the customer service experience his or her team delivers, including the product leads that may report in to him or her.

Performance:
Monitors performance daily using available resources. Engages in regular 1:1s with direct reports to deliver both difficult and productive performance conversations. Takes accountability for and coaches poor performers. Seeks out members of his or her team who are excellent mentors, or develops that skillset when lacking, and ensures that development of junior individual contributors is a shared task among more senior individual contributors and Product Leads. Understands when to begin documenting performance concerns and managing individuals out of the role and does so without pushing the responsibility to others. Recognizes and rewards high performers. Holds team accountable to Key Performance Indicators (KPIs) and drives toward continuous improvement. Identifies stretch and growth opportunities for individual contributors and Product Leads on team that align with their interests, skillsets, and overall professional and personal development.

Soft skills:

Listens actively to directs and peers; tailors communication to differing communication styles. Leads by example. Conducts sensitive communications with clients, colleagues, and directs capably, using the right communication tools at the right times. Focuses on learning from mistakes and moving forward rather than dwelling on ownership of blame. Eager to learn and improve in all areas. Receptive to feedback, but also able to provide necessary feedback in a productive manner.

WHAT YOU GET FROM US

Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.

SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you 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 (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com).

Successful candidates might be required to undergo a background verification with an external vendor.

Additional Locations: