Operations Manager - Team Lead
- Tech Mahindra
- 7 - 12 years
- Pune
- 3 months ago
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Job Description
Our Client is the worlds leading SAP with more than 40,000 customers including over 80 percent of the Fortune 500 and a network of more than 4,000 partners and resellers. The Clients software helps organizations gain better insight into business, improving decision-making and enterprise performance.
Process / Project: SAP Product Support
Position: Support Team Manager-
Role :Team Lead
Reporting to: Project Manager
24/7 rotation shifts
5 Days work from office
Job Location : Bangalore and Pune
Exp : 7 - 15 Yrs
Work Description
As a people manager, you are responsible for supporting the success of not only your direct reports, but the success of all employees within the larger team you are a part by helping to identify development opportunities and supporting team members to achieve their goals. You are expected to know about the members of your extended team and share insights with your peer managers. Look for opportunities to coach and recognize employees directly and provide just-in-time feedback so that employees can reflect on your input immediately.
All these tasks must combine to ensure your team is driving towards execution on the overall PS and SAP strategies.
1) Success Commit to the success of customers, partners, colleagues, and SAP SAP competencies are Customer Focus, Business Acumen, Strategic Thinking and Innovative Thinking.
- Make the SAP and PS strategy meaningful for your team members through All-hands meetings, Coffee Corners and relevant performance goals
- Provide goals for your team members which clearly show a link between their success and that of PS and SAP
- Take larger topics covered in PS All-hands and ensure these are understood by your team members
- Drive transformation activities and ensure that your team members demonstrate the right behaviors to be able to be fully engaged to support these activities
- Create best practices for your team in your own responsibility area helping PS move towards Next Generation Support
- Leading work-packages within strategic PS initiatives
2) Accountability - Keep your word by executing on commitments made to ourselves and others. SAP competencies are: Challenge Complexity, Change Agility and Results-Driven
- Ensure achievement of both team KPIs as well as overall PS KPIs
- Balance queue and incident management with training and development opportunities for your staff
- Ensure compliance on all mandatory SAP and PS processes and training
- Ensure development plans are documented in SuccessFactors and regularly reviewed with your team members
- Provide clear and timely feedback to your employees regarding their performance and development
3) Professionalism - We exhibit professionalism by consistently delivering quality work. Act with integrity, treat others with respect, pursue personal expertise, and execute with discipline. SAP competency is: Professionalism
- Be the face of PS and SAP by regularly participating in customer meetings and events
- Hold team members to account during performance reviews and where necessary manage negative performance in line with PS guidelines
4) Integrity - We are honest and fair and take responsibility for all our actions. Treat our customers and co-workers with sincerity and respect. SAP competencies are - IT Principles & Data Security and Quality Focus
- Handle any personnel conflicts with maturity and fairness
- Role model SAP policies and procedures to ensure team members are compliant on PS and SAP processes
- Be transparent in your decision making e.g. clear and fair promotion and career progression decisions
5) Teamwork - Take personal initiative in collaborating to achieve success. SAP competencies are: Teamwork & Collaboration and Partner & Third-Party Engagement
- Create a culture of teamwork, where staff work together to both achieve goals and develop themselves
- Organize mentoring and taking over of new tasks and projects in own team
- Support Product family with regular alignment and execution of strategic goals for your product area
- Regular alignment and ensure good cooperation with managers of all AGS departments (e.g. Product Support, IMS, Solution Support)
- Efficient resource allocation within own responsibility area
6) Trust - We work for each other's success and take personal responsibility for all our relationships, be it with customers, partners, or colleagues. The SAP competencies are: Communication and Intercultural Sensitivity
- Ensure a high NPS Leadership Trust score
- Mentoring others as part of the PS and SAP programs
- Offer development opportunities fairly across team members
- Be the management point of contact for customer escalations
- Follow up on negative CSAT ratings within your product area
- Build relationships with key decision makers in at least one customer/partner in region
- Planning of and adherence to travel and 3rd party budget for own team
7) Overall responsibility:
- Responsible for managing a team of engineers providing enterprise support to customers of SAP
- Answer escalated emails and phone calls, assess customers technical issues
- Motivating engineers through effective management, career development & implementation of reporting mechanisms
- Mentor and assist new hires
- Analyze various reports including process dashboards & team performance reports. (If needed help in the assimilation of the data)
- Manage attendance & attrition
- Managing periodic shift level projects / initiatives
- Agree and set clear and timely goals for your direct reports and regularly tracking their progress toward their targets in their individual KRAs
- Responsible for all aspects of team management including job profiling, coaching, personal development and all HR management
- Required to work in any shift time based on the business needs.
Business
- Work closely with transaction analysts and be the SME
- Work closely with internal stakeholders associated with IT
- External Presence and collaboration
- Participate in technical forums and other appropriate events.
- Willingness to cross-train across other SuccessFactors application areas (technical, not end-user) and/or other employee-facing products that integrate with the SAP SuccessFactors suite.
- An understanding of information technology and the linkage between business processes, people and SAP HR systems.
Essential qualifications
- Relevant Degree in management or a technical stream
- Proven experience handling global customers in a fast-moving support environment
- Good analytical and problem-solving ability and understanding of performance metrics
- Is proactive, responsive and focused on discovering, anticipating and meeting customers needs
- Adapts positively to change and is self-motivated
- Ability to win the trust and respect of the co-workers
- Ability to work independently as well as part of a team
- Strong interpersonal, leadership, communication, presentation and organizational skills
- Excellent communication, verbal and written skills and open to work in US based shifts.
- Must be in a Team Leader role for minimum 3 years and managing a team of 10 to 15 at least in a Technical Support environmentRole & responsibilities
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: Tech MahindraLocation(s): Pune
Keyskills: Operations Manager KPI SLA Kpi Dashboards
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