Role & responsibilities

Operational Delivery and Controls

- Lead the day-to-day delivery of Global T&E; operations, establishing clear priorities, ownership, service standards and escalation paths.

- Oversee ServiceNow tickets related to T&E;, including intake, categorization, assignment, aging, resolution quality, SLA performance, backlog management and escalations.

- Provide operational leadership for SAP Concur Expense queries, expense-report issues, workflow exceptions, employee support and complex troubleshooting.

- Oversee the identification, investigation and timely resolution of Z-file errors, Dunning, UCP Process, Payment queries with a focus on root-cause elimination and prevention of repeat failures.

- Monitor operational KPIs and SLAs, ticket volumes, aging, backlogs, recurring issues, quality and productivity; use performance insights to drive corrective actions and continuous improvement.

- Own the creation, standardization, review and ongoing maintenance of SOPs, process documentation, job aids and knowledge articles for Global T&E; operations, ensuring clear process ownership, controls, version governance and audit readiness.

- Lead the definition and finalization of key T&E; KPIs and performance metrics, including clear definitions, targets, ownership and reporting cadence, aligned with Global T&E; priorities.

Strategy, Simplification and Continuous Improvement

- Bring a strategic and forward-looking mindset to the function, balancing immediate operational delivery with the long-term scalability of Global T&E; operations.

- Identify repetitive, manual and non-value-added activities and lead initiatives to simplify, standardize, automate or eliminate them.

- Develop and execute an improvement roadmap based on employee impact, capacity creation, risk reduction, control effectiveness and business value.





- Drive root-cause analysis for recurring issues and ensure sustainable remediation instead of repeated manual intervention.

- Use operational data and internal and external insights to identify trends, benchmark practices, build fact-based business cases for change and translate performance data into actionable management insights.

- Promote adoption of automation, self-service, knowledge management and digital solutions to improve efficiency and the employee experience.

ServiceNow and Technology Enhancements

- Act as the T&E; business lead for ServiceNow enhancements and workflow improvements that support the Global T&E; team.

- Own or coordinate the enhancement lifecycle, change management and post-implementation benefit validation.

- Improve ticket routing, categorization, workflow automation, user experience, knowledge articles and self-service capabilities, and oversee the design and finalization of T&E; metrics dashboards that provide clear visibility into service, productivity, quality, backlog, trends and improvement opportunities.

- Partner with Digital Technology, application support and other stakeholders to resolve system issues and deliver sustainable improvements across Concur, ServiceNow, SAP, JDE and connected processes.

- Support functional and business requirements for Concur implementations, deployments, upgrades and enhancements, including testing, training and stabilization.

People Leadership and Stakeholder Management

- Provide solid people leadership through clear goals, consistent performance management, coaching, feedback, recognition and career development.

- Build team capability across SAP Concur, accounting,



ServiceNow, problem solving, process improvement, controls and stakeholder management.

- Manage capacity, workload, cross-training, succession planning and business continuity for critical T&E; activities.

- Serve as an escalation point for complex operational matters and communicate risks, trends, performance and improvement priorities to Global T&E; leadership.

- Partner effectively with Finance, Accounting, Digital Technology, HR, Procurement, Audit, Compliance and other regional and global stakeholders.

Required Qualifications

- Bachelor's degree in Accounting, Finance, Commerce, Business Administration or a related field, or equivalent practical experience.

- 10 or more years of relevant experience in Travel & Expense, finance operations, accounting operations, shared services or a comparable global operational setting.

- Demonstrated people-management experience of 6+ years , including leading, coaching and developing teams in a complex service-delivery environment.

- Strong hands-on and functional expertise in SAP Concur Expense, including workflows, exceptions, integrations, deployments and operational support.

- Experience managing or overseeing ServiceNow tickets, workflows, reporting and enhancement requirements.

- Strong analytical, problem-solving, communication and stakeholder-management skills, with the ability to influence across functions and levels.

- Experience with SAP and/or JDE and a strong understanding of ERP interfaces, migrations or decommissioning activities.

- Experience building and leading employee-facing support services, including phone-based support channels, case management processes, service metrics and operational governance

- Hands-on experience in Power BI and/or Power Apps for dashboard development, data visualization and operational metrics reporting would be an added advantage.

📌 Travel and Expense Team Manager, Bangalore (Bengaluru)
🏢 Cargill
📍 Bengaluru