Senior Manager - ERP Operations

Role Purpose- The role is responsible to drive Finance & Sourcing projects & initiatives & Ensure end to end support .Also responsible for Audit compliance & Drive Scoping, Solution , Delivery implementation and adoption of enterprises capabilities across on Oracle application.

Role Accountability

SME - Finance and Sourcing .End to end Project Management, leading projects and ensuring quality delivery. Also Multi Tasking - Multi project management at same time

Project Management & Delivery

New Finance leasing platform setup

CFR- Consolidated Financial Planning platform setup - Stat & IND AS reporting

DC Migration across finance & sourcing applications

AP process simplification

New Setups

DR Build & Setup for SNAPS , TESLA

DR coordination for integrated applications- IDAM , Enterprise Portal

OS upgrade across SNAPS & TESLA - End of Support on OS

Major DB upgrade across financial & sourcing applications

Concur - Pre Trip Auth ; Drive & Budgeting Employee Expense spend

New Applications

Company Secretary Trading Application

Budget Management

Enterprise Invoicing Portal

Host to host Application Setup for Finance

Transition projects to support and ongoing management post closures

Lead Support Engagement across Finance & Sourcing Application

Resolve Incidents and Service Request, Including end user complaints

RCA's, Key Performance Indicators, Performance Dashboard,CMR's and Release Mgmt. Cycle

Work with business to find continuous business process improvement opportunities

Manage the support team and ensure SLA adherence for Incidents and SR raised by users.

Lead day to day operations of ERP support delivery team. Set direction, priorities and expectations for the team. Provide necessary coaching, mentoring, development planning

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.

Spearheading design , delivery and support of developments in various phases of projects such as scoping and planning , details design, build and test.

Arrange for Cross functional sessions to facilitate a better understanding of the complete business life cycle by respective department.

Proactively work to improve existing support procedures, processes, and tools.

Ensure required support is provided to critical financial activities (i.e. Month end, Audit etc.).

Ensure P1 and P2 incidents have proper RCA and implement the learnings

Ensure IT audit completes with no major observation

Ensure compliance to Change mgmt. process governance

Publish Support KPI to stakeholders

Measure of Success :

Customer satisfaction scores (CSAT)

SLA compliance rates

Incident response and resolution times

Net Promoter Score (NPS)

Employee satisfaction and retention rates

Effectiveness of service improvement initiatives

Churn rate of customers

Technical Skills / Experience / Certifications

Adherence to the agreed SLAs related to services, quality, capacity and availability

Minimum disruption / downtime to user

Customer Satisfaction ratings received by service recipients / business users

Adherence to Organizational IT policies & Processes

Competencies critical to the role

Beach or equivalent from reputed institution

Minimum 6-8 years of professional experience of ERP support at Lead / Manager role in Indian MNC

Techno-functional role expertise where 70% is functional and 30% is Technical.

Skilled in understanding finance, Tax & sourcing needs and providing quality customer service

Experience with ServiceNow or other IT Service Management Software preferred

Excellent oral and written communication skills in English.

Ability to communicate effectively with both internal and external customers and suppliers, including both technical and non-technical stakeholders.

Strong interpersonal skills, especially a customer service-oriented attitude

Ability to multitask with strong attention to detail, organization, and time management

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