Finance & Procurement Business Support Team Leader

IKEA Gruppe; Bengaluru; On-site; Confidential; Full time

Job summary

IKEA Gruppe in Bengaluru, India seeks a leader to manage the Business Support team for Finance and Procurement, delivering efficient 2nd level support with strong SLA/KPI performance. You will drive continuous improvement across P2P, O2C and R2R, combining process excellence with hands-on coaching of a multidisciplinary team.

The role requires a university degree and 7+ years total experience, including at least 2 years in a managerial capacity, and practical SAP/S4HANA knowledge to optimize

Qualifications

• University degree and 3+ years of relevant experience, or 7+ years overall in P2P, O2C and/or R2R processes.

Responsibilities

• Lead and manage the Business Support team for Finance and Procurement with a focus on efficiency and high SLA/KPI performance.
• Act as primary escalation point for operational issues across Finance & Procurement services.
• Oversee day-to-day operations to ensure service consistency and user-friendly experiences for stakeholders.
• Ensure timely, accurate case resolution by managing helpdesk performance against SLAs and KPIs.
• Drive governance with regular performance reviews, dashboards and service reporting.
• Strengthen stakeholder engagement through timely updates and cross-functional collaboration.
• Drive continuous improvement using data, analytics and root-cause analysis.
• Build team capability and succession readiness through coaching and development planning.

Skills

People management

Cross-process experience (P2P, O2C, R2

SAP/S4HANA knowledge

Education

University degree

Tools

SAP/S4HANA

Job description

Who you are

Lead and manage the Business Support team for Finance and Procurement by ensuring efficient, high quality 2nd level support, strong 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 level business stakeholders to align support processes with business needs and drive cross functional improvements.
• Ensure all business support processes, procedures and knowledge base content are clearly documented, regularly maintained and easily accessible to enable consistency, compliance, operational resilience and new hire onboarding.
• Drive root cause analysis of recurring issues in OSS service delivery, implement long term corrective actions and continuously improve support processes, operational performance and stakeholder satisfaction.

Business Support specific responsibilities

• Own day-to-day Business Support operations and ensure consistent service delivery across all supported countries.
• Establish and monitor SLAs, KPIs, case management standards and service performance metrics ensuring delivery of 3 Es
• Ensure effective case management, issue resolution, escalation handling and proactive support monitoring.
• Expand and strengthen operational monitoring practices to identify risks before they impact business operations.
• Drive trend analysis and operational reporting to proactively identify opportunities for improvement.
• Convert recurring operational issues into structured continuous improvement initiatives.
• Collaborate with Knowledge Specialists to ensure support learnings are reflected in documentation, training materials and knowledge articles.
• Enable increased self-service adoption by promoting knowledge utilization and digital support solutions.
• Contribute to the future-state vision of predictive, insight-driven support through data, analytics and operational intelligence.
• Build team capability and succession readiness through coaching, knowledge sharing and development planning.