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 AccountabilitySME - Finance and Sourcing .End to end Project Management, leading projects and ensuring quality delivery. Also Multi Tasking - Multi project management at same timeProject Management & DeliveryNew Finance leasing platform setupCFR- Consolidated Financial Planning platform setup - Stat & IND AS reportingDC Migration across finance & sourcing applicationsAP process simplificationNew SetupsDR Build & Setup for SNAPS , TESLADR coordination for integrated applications- IDAM , Enterprise PortalOS upgrade across SNAPS & TESLA - End of Support on OSMajor DB upgrade across financial & sourcing applicationsConcur - Pre Trip Auth ; Drive & Budgeting Employee Expense spendNew ApplicationsCompany Secretary Trading ApplicationBudget ManagementEnterprise Invoicing PortalHost to host Application Setup for FinanceTransition projects to support and ongoing management post closuresLead Support Engagement across Finance & Sourcing ApplicationResolve Incidents and Service Request, Including end user complaintsRCA's, Key Performance Indicators, Performance Dashboard,CMR's and Release Mgmt. CycleWork with business to find continuous business process improvement opportunitiesManage 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 planningOversees 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 learningsEnsure IT audit completes with no major observationEnsure compliance to Change mgmt. process governancePublish Support KPI to stakeholdersMeasure of Success:Customer satisfaction scores (CSAT)SLA compliance ratesIncident response and resolution timesNet Promoter Score (NPS)Employee satisfaction and retention ratesEffectiveness of service improvement initiativesChurn rate of customersTechnical Skills / Experience / CertificationsAdherence to the agreed SLAs related to services, quality, capacity and availabilityMinimum disruption/downtime to userCustomer Satisfaction ratings received by service recipients / business usersAdherence to Organizational IT policies & ProcessesCompetencies critical to the roleBeach or equivalent from reputed institutionMinimum 6-8 years of professional experience of ERP support at Lead/Manager role in Indian MNCTechno-functional role expertise where 70% is functional and 30% is Technical.Skilled in understanding finance, Tax & sourcing needs and providing quality customer serviceExperience with ServiceNow or other IT Service Management Software preferredExcellent 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 attitudeAbility to multitask with strong attention to detail, organization, and time managementAbility to adapt to shifting priorities, demands, and timelines.QualificationBeach or equivalent from reputed institutionPreferred IndustryExperience working with BFSI organization / Ecommerce organization