Lead and manage the Business Support team for Finance and Procurement by ensuring efficient, high quality 2nd level support, solid SLA/ KPI performance, well documented processes and effective collaboration with OSS, country stakeholders and process teams to enable resilient, user friendly finance operations.
Drive continuous improvement with a strong focus on the 3 E’s (Efficiency, Experience and Effectiveness).
What we're looking for
• University degree and 3+ years of relevant experience, or a minimum of 7 years of overall professional experience, in P2P, O2C and/or R2R processes. Experience across more than one process stream and practical experience with SAP/S4HANA are preferred.
• Minimum 2 years of managerial experience
A DAY IN YOUR LIFE WITH US
• Lead, coach and develop the Business Support Specialists, fostering a culture of ownership, accountability and continuous improvement.
• Act as the primary escalation point for operational issues impacting Finance & Procurement services across supported countries.
• Oversee day to day operations of the Business Support team across Finance and Procurement functions, ensuring service consistency, operational efficiency and a user friendly experience for all stakeholders.
• Ensure timely, accurate and high quality case resolution by managing helpdesk performance in alignment with defined SLAs, KPIs, case management standards and service performance metrics for both country and OSS stakeholders.
• Monitor operational performance, identify trends and convert insights into actionable improvements that enhance service delivery and user experience.
• Drive governance through regular performance reviews, dashboards, service reporting and operational reviews with key stakeholders.
• Strengthen operational communication and stakeholder engagement by providing timely updates, visibility and support on key initiatives.
• Work closely with OSS Finance & Procurement teams, Group F&P; CoE, IBM CoEs, and country le
📌 Finance & Procurement Business Support Team Leader (Bengaluru)
🏢 Ikea
📍 Bengaluru
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