P2P Customer Support Team Leader

Ebro Electronic GmbH; Bengaluru; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Xylem Bangalore sucht eine(n) Team Leader im P2P-Support, der das Analysten- und Senior-Analysten-Team im Shared Services Centre führt. Sie steuern Kapazität, SLA-Compliance und KPI-Berichte, arbeiten eng mit Procurement, AP, Treasury und IT zusammen und sind primärer Ansprechpartner für Eskalationen.

Sie bringen 7–10 Jahre AP-Erfahrung, Hands-on mit Coupa S2P und SAP S/4HANA sowie fließendes Englisch und weitere Sprachen mit. Hybrid-Arbeitsmodell, 40h/Woche, Standort Bangalore.

Qualifications

• Bachelor-Abschluss in Wirtschaft/Finanzen oder Sprachen.
• 7–10 Jahre Erfahrung im Accounts Payable.
• Hands-on mit Coupa S2P und SAP S/4HANA.
• Ausgezeichnete Englischkenntnisse.
• Fließend Englisch plus 1–2 weitere Sprachen.
• Erfahrung in Global Shared Services Centre.
• Hohe Detailgenauigkeit, Belastbarkeit bei engen Fristen.
• Kundenorientierung und Problemlösungsfähigkeit.
• Ausgeprägte mündliche/schriftliche Kommunikations- und Moderationsfähigkeiten.

Responsibilities

• Teamleitung von Analysten und Senior Analysts im Shared Service Centre.
• Bereitstellung erstklassigen P2P-Support (Coupa/SAP S/4HANA) innerhalb SLAs.
• Kapazitätsplanung, Arbeitslastenverteilung und Schichtabdeckung.
• Berichterstattung an das Senior Management und Stakeholder.
• Eskaliationen bei kritischen oder komplexen Fällen managen.
• RCA-Ergebnisse ableiten und proaktive Verbesserungen implementieren.
• Zusammenarbeit mit Procurement, AP, Treasury und IT.

Skills

Teamführung

Kommunikationsstärke

Problem solving

Mehrsprachigkeit

Education

Bachelor-Abschluss in Wirtschaft/Finanzen oder Sprachen

Tools

Coupa S2P

SAP S/4HANA

Job description

## P2P Customer Support Team LeaderBewerbenremote type: Hybridelocations: Bangaloretime type: Full timeposted on: Heute ausgeschriebenjob requisition id: R49872Xylem ist ein Fortune 500 Wassertechnologieunternehmen mit global 23.000 Mitarbeitenden in über 100 Ländern und einer Mission: unseren Kunden durch innovative Technologielösungen und unser Fachwissen bei der Lösung von Wasserproblemen und -herausforderungen zu helfen. Wir sind der weltweit führende Anbieter effizienter, innovativer und nachhaltiger Wassertechnologien, die dafür sorgen, dass unser Wasser nachhaltig genutzt, optimal verwaltet, erhalten und wiederverwendet wird.**Essential Duties/Principal Responsibilities*** Team lead resources responsible to provide first-line support for global P2P queries across **Coupa** and **SAP S/4HANA*** Lead, coach, and develop a team of Analysts and Senior Analysts within the Shared Service Centre* Set clear objectives, manage performance, and conduct regular 1:1s and appraisals* Drive team engagement, accountability, and a strong **customer-service culture*** Support onboarding, training, and career development of team members* Manage capacity planning, workload allocation, and shift coverage (if global support model)* Ensure team manage and resolve tickets related to requisitions, purchase orders, invoices, and payments within SLA* Ensure high-quality delivery of P2P support across **Coupa** and **SAP S/4HANA*** Oversee daily operations: ticket queues, backlog, SLA adherence, and issue resolution* Act as escalation point for **critical or complex cases** impacting business operations* Ensure consistent and standardized execution of end-to-end P2P processes* Serve as the **primary contact for business stakeholders** and key suppliers for escalations* Provide regular reporting and insights to senior management* Analyse trends and implement corrective actions to improve performance* Build strong relationships with Procurement, AP, Treasury, and IT leadership* Ensure high levels of customer satisfaction (CSAT) and proactive communication* Monitor and drive performance against key metrics: + SLA compliance + Ticket resolution time and backlog + First-time resolution rate + Invoice/query cycle times* Manage and resolve **high-priority and aged issues*** Ensure robust **root cause analysis (RCA)** is performed for recurring problems* Coordinate cross-functional resolution involving business, IT, and external vendors* Drive preventive actions to reduce reoccurrence**Minimum Qualifications: Education, Experience, Skills, Abilities, License/Certification:*** Bachelor’s degree in commerce, Accounting, Finance or Languages* 7 – 10 years’ experience in Accounts Payable* Hands-on experience with Coupa S2P and SAP S/4HANA* Excellent communication skills (English)* Speak and write fluently English and 1or 2 other languages* Experience working in a Global Shared Services Centre* Prior experience in high-volume of queries* High attention to detail* Problem-solving ability* Customer-service orientation* Ability to work with tight deadlines* Advanced oral, written, and interpersonal communication skills. Strong presentation and facilitation skills to communicate with and persuade a wide range of audiences.* Preferred – Finance and or Procurement background**Physical Demands** (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.)* Work is conducted in an office environment. (5 days a week)* Regularly required to sit, stand, walk, reach with hands and arms, and move about the facility.* Ability to use hands and fingers dexterously to operate office equipment.* Regularly required to listen, talk to, and see employees daily via Teams or Online application.* Vision abilities required by this job include close vision.**Work Environment** (The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.)* Office: Standard office equipment; work performed in an office setting free from any disagreeable elements.* Standard weekly job hours: 40 hours / 5 days a week* This requires the employee to work onsite three days per week (Tuesday to Thursday)* This role operates within a two-shift structure (9:00 AM – 6:00 PM IST and 12:00 PM – 9:00 PM IST) to support North America. The specific shift assignment will be determined during the recruitment and selection process, and the successful candidate will be expected to work in one of the assigned shifts.* For employees assigned to the Late Shift (12:00 PM – 9:00 PM IST), Xylem will provide company-arranged transportation from the workplace to the employee’s home to ensure safety.* This position would be in Xylem Bangalore Office (Karle Town Center).*Xylem is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.*