Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.
Essential Duties/Principal Responsibilities
Team lead resources responsible to provide first-line support for global P2P queries across Coupa and SAP S/4HANA
Lead, coach, and develop a team of Analysts and Senior Analysts within the Shared Service Centre
Set transparent objectives, manage performance, and conduct regular 1:1s and appraisals
Drive team engagement, accountability, and a strong customer-service culture
Support onboarding, training, and career development of team members
Manage capacity planning, workload allocation, and shift coverage (if global support model)




Ensure team manage and resolve tickets related to requisitions, purchase orders, invoices, and payments within SLA
Ensure high-quality delivery of P2P support across Coupa and SAP S/4HANA
Oversee daily operations: ticket queues, backlog, SLA adherence, and issue resolution
Act as escalation point for critical or complex cases impacting business operations
Ensure consistent and standardized execution of end-to-end P2P processes
Serve as the primary contact for business stakeholders and key suppliers for escalations
Provide regular reporting and insights to senior management
Analyse trends and implement corrective actions to improve performance
Build strong relationships with Procurement, AP, Treasury, and IT leadership
Ensure high levels of customer satisfaction (CSAT) and proactive communication
Monitor and drive performance against key metrics:
SLA compliance
Ticket resolution time and backlog
First-time resolution rate
Invoice/query cycl

📌 P Customer Support Team Leader (Bengaluru)
🏢 Xylem
📍 Bengaluru