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Supervisor, Integration Services
Job ID #: 16606 Location: Philippines Functional Area: Customer Support Department: Global Services-Global Operating Center Manila Position Type: International Full Time Education Required: Not Indicated Experience Required: Not Indicated Relocation Provided:
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Position Description
Job Overview:  

  • Lead and manage a team responsible for the design, delivery, and support of system integration solutions. Coordinate resources and efficient execution of services that ensure that our clients are supported by a professional and knowledgeable staff performing at or above Service Level Agreements and with a high level of client satisfaction.

    • Hire and coordinate training to develop and maintain a staff delivering a high level of client satisfaction
    • Develop and maintain an onboarding process that insures resources are operational and with access to all required systems and features within days of hire or new feature availability.
      b)Team Leadership
    • Be aware of and comply with all corporate policies
    • Coordinate with and maintain relationships with cross-functional organizations and departments within Concur to ensure efficient operations.
    • Establish and report a set of metrics and dashboard that reports on accomplishments and forecasts outcomes.
      c)Compliance and Development
    • Ensure team compliance with role based responsibilities by audit and evaluation of work performance.
    • Ensure quality of staff by periodic monitoring of both written and verbal communications with internal and external customers
    • Perform monthly coaching sessions for the development of the team and to review performance observations.
    • Maintain and develop an on-going training program to ensure staff is knowledgeable about all aspects of the service and applications and kept up to date with the latest releases and innovations.
    • Edit/review documentation (including training, process, and customer documentation).
    • Personnel administration including conducting interviews, performance reviews, coaching, discipline, training, terminations, etc.
      d)Workload Management and Project Assignments
    • Coordinate resource assignments to support project workload and employee scheduling requests and manage the work schedule to ensure coverage for all administrative, monitoring, and role based duties including rotating shift hours for potentially all weekdays and holidays.
    • Act as a point of escalation to resolve complex issues and/or reassignment of work to ensure efficient execution of services and response to client issues.
    • Monitor project queue and assignments to insure an equitable distribution amongst resources and maintain service levels for ATS support requests
    • Coordinate work with US Counterparts to insure continuous exchange of requests and deliveries and insure staffing for administrative roles such as monitoring the ATS central email account and client support cases

    Position Requirements
    Education, Experience & Training required:

    • Two or more years experience:
    • Technical or service support interfacing with customers
    • Responsibility for 4 or more direct reports
    • Acting as the a point of escalation to resolve complex cases and determining resources required to resolve
    • Providing training, advice and guidance to other technical support resources
    • Excellent written and verbal communication skills, including persuasion and documentation skills
    • Successful candidate will need to be fluent in most MS Office applications and comfortable with digital media in a paperless environment.
    • Relevant skills working with MS products such as Word, Excel, Outlook, Access, and Visio.
    • An understanding of how to manage and manipulate text and csv files required
    • Previous Experience in financial solutions such as: Great Plains, QuickBooks, Navision, Netsuites, SAP, Oracle, Sage, etc.
    • Knowledge of Database SQL Skills
    • Web services
    • Software Design and Development
    • Basic network concept understanding (firewalls, proxy servers, SSL, etc)
    • Expense and/or finance/accounting principles
    • Financial/accounting software
    • Salesforce ( exposure / other independent platform development
    • Automated Expense Processing
    • File transfer logic & protocols

    Performance Competencies:

    • Hire, develop, & reward great people (if a management role)
    • Professional Will
    • Ability to work as part of a team and in isolation
    • Ability to work under pressure with attention to detail
    • Technical/Professional Expertise
    • Adaptability/Flexibility
    • Analytical skills - Ability to turn design documents into technical solution(s)
    • Attention to detail
    • Continuous Learning
    • Decisiveness/Judgment
    • Initiative
    • Planning and Organizing
    • Stress Management
    • Energy/Drive
    • Tenacity

    Cultural Competencies:

    • Passion and commitment to customer service
    • Innovation
    • Passion for what you do and a drive to improve
    • Commitment to win
    • Personal and corporate integrity

    Value Competencies:

    • Displays passion for & responsibility to the customer
    • Hires, develops & rewards great people
    • Displays leadership through innovation in everything you do
    • Displays a passion for what you do and a drive to improve
    • Displays a relentless commitment to win
    • Displays personal & corporate integrity

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