EPI-USEOperations/ Engagement Manager
Apr. 2020 - Apr. 2021● Application Management Support Operations Manager. Provides day to day guidance on Success Factor and Payroll Consultants. ● Provided day to day direction to 3 Delivery Leads across EMEA, APAC, Australia, and North American regions. ● Handled a total of 50 SAP Consultants for both Manila and India. ● Handled Escalation from SAP Clients for both Payroll and Success Factor Applications. Leads process improvement and customer satisfaction initiatives. ● Service Delivery Management. Monitor SLA and Finances through effective monitoring of consultant’s billable hours, reduction of unbillable hours through different continuous improvement initiatives.
● Plan and manage the implementation of processes and procedures, tools and techniques for monitoring and managing the performance of automated systems and services, in respect of their contribution to business performance and benefits to the business, where the measure of success depends on achieving clearly stated business/financial goals and performance targets.
● Serve as the overall product owner for SAP SuccessFactors ecosystem, and other supporting HR applications, driving the strategic direction, roadmap, prioritization, and continual pursuit of new, innovative capabilities and features
● Work with solutions architects and technical product marketing to create technical solution briefs and other collateral to enable sales and field engineers
● Provide testing results and feedback to Product Management/Development/QA on issues encountered by our customers.
● Manage employee and customer engagement, constantly striving for measurable improvements in both while maintaining strong financial health of the business unit
● Managing Tickets, Incidents and service request.