Senior Manager - ERP Operations

Role Purpose-

Role Accountability

1. SME - Finance and Sourcing .End to end Project Management, leading projects and ensuring quality delivery. Also Multi Tasking - Multi project management at same time
2. Project Management & Delivery
3. New Finance leasing platform setup
4. CFR- Consolidated Financial Planning platform setup - Stat & IND AS reporting
5. DC Migration across finance & sourcing applications
6. AP process simplification
7. New Setups
8. DR Build & Setup for SNAPS , TESLA
9. DR coordination for integrated applications- IDAM , Enterprise Portal
10. OS upgrade across SNAPS & TESLA - End of Support on OS
11. Major DB upgrade across financial & sourcing applications
12. Concur - Pre Trip Auth ; Drive & Budgeting Employee Expense spend
13. New Applications
14. Company Secretary Trading Application
15. Budget Management
16. Enterprise Invoicing Portal
17. Host to host Application Setup for Finance
18. Transition projects to support and ongoing management post closures
19. Lead Support Engagement across Finance & Sourcing Application
20. Resolve Incidents and Service Request, Including end user complaints
21. RCA's, Key Performance Indicators, Performance Dashboard,CMR's and Release Mgmt. Cycle
22. Work with business to find continuous business process improvement opportunities
23. Manage the support team and ensure SLA adherence for Incidents and SR raised by users.
24. Lead day to day operations of ERP support delivery team. Set direction, priorities and expectations for the team. Provide necessary coaching, mentoring, development planning
25. Oversees the deliveries by Support and Project team. Partnering with business and IT leaders to analyze requirements and design solutions. Manage and collaborate with IT team to design, build and implement solutions that achieve successful business outcomes.
26. Spearheading design , delivery and support of developments in various phases of projects such as scoping and planning , details design, build and test.
27. Arrange for Cross functional sessions to facilitate a better understanding of the complete business life cycle by respective department.
28. Proactively work to improve existing support procedures, processes, and tools.
29. Ensure required support is provided to critical financial activities (i.e. Month end, Audit etc.).
30. Ensure P1 and P2 incidents have proper RCA and implement the learnings
31. Ensure IT audit completes with no major observation
32. Ensure compliance to Change mgmt. process governance
33. Publish Support KPI to stakeholders

Measure of Success:

1. Customer satisfaction scores (CSAT)
2. SLA compliance rates
3. Incident response and resolution times
4. Net Promoter Score (NPS)
5. Employee satisfaction and retention rates
6. Effectiveness of service improvement initiatives
7. Churn rate of customers

Technical Skills / Experience / Certifications

1. Adherence to the agreed SLAs related to services, quality, capacity and availability
2. Minimum disruption/downtime to user
3. Customer Satisfaction ratings received by service recipients / business users
4. Adherence to Organizational IT policies & Processes

Competencies critical to the role

1. Beach or equivalent from reputed institution
2. Minimum 6-8 years of professional experience of ERP support at Lead/Manager role in Indian MNC
3. Techno-functional role expertise where 70% is functional and 30% is Technical.
4. Skilled in understanding finance, Tax & sourcing needs and providing quality customer service
5. Experience with ServiceNow or other IT Service Management Software preferred
6. Excellent oral and written communication skills in English.
7. Ability to communicate effectively with both internal and external customers and suppliers, including both technical and non-technical stakeholders.
8. Strong interpersonal skills, especially a customer service-oriented attitude
9. Ability to multitask with strong attention to detail, organization, and time management
10. Ability to adapt to shifting priorities, demands, and timelines.

Qualification

Beach or equivalent from reputed institution

Preferred Industry

Experience working with BFSI organization / Ecommerce organization