The Senior Manager for ERP HCM Support oversees L1 support operations, collaborates with global stakeholders, and manages a support team to ensure effective service delivery.
Overview of the Role: The Senior Manager for ERP HCM Support is responsible for leading and managing the ERP/HCM L1 support operations within the Shared Service Centre. This role involves strategic oversight and collaboration with global stakeholders to ensure efficient and effective support services.
Roles and Responsibilities:
- Lead and manage the ERP/HCM L1 support operations.
- Develop and implement support frameworks and processes.
- Collaborate with global stakeholders to align support strategies with business objectives.
- Oversee the resolution of complex support issues and escalations.
- Ensure compliance with global support standards and practices.
- Manage a team of support professionals, providing guidance and support.
- Monitor and report on the effectiveness of support operations.
- Drive continuous improvement in support processes and systems.
Key Deliverables:
- Successful implementation of support frameworks and processes.
- High stakeholder satisfaction and engagement.
- Efficient resolution of support issues and escalations.
- Regular reports on support operations and their impact.
Key Functional and Operational Skills:
- Strong leadership and team management skills.
- Excellent stakeholder management and communication skills.
- In-depth knowledge of ERP/HCM support operations.
- Proficiency in Oracle Fusion or SuccessFactors HCM.
- Strategic thinking and problem-solving abilities.
- Ability to work in a fast-paced, dynamic environment.
Education Qualifications:
- Bachelor’s degree in computer science, Information Technology, Business Administration, or a related field.
- certifications in ERP systems (e.g., Oracle Fusion, SuccessFactors HCM) are highly beneficial
- Advanced degrees such as an MBA or a Master’s in Information Systems can be advantageous
Top Skills
Oracle Fusion
Successfactors Hcm
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