Team Lead

Ortigas, Philippines (Hybrid)

A leader with people management experience in support services or demonstrated active leadership potential within the team. Skilled in staffing, managing capacity, communicating with stakeholders, anticipating business needs, and engaging proactively with peers. Inspires and motivates the team to stay focused on relevant targets while fostering a culture of praise and growth. Collaborates with SAP peers on relevant projects to empower the team for high impact. Manages team performance and well-being across all SLAs and proactively presents solutions for at-risk topics.

Requirements:

  • Proven leadership and advanced business support experience.
  • Excellent communication skills.
  • Proficient in leading a team to success.
  • Advanced ability to anticipate and address business requirements proactively.
  • Strong project and stakeholder management skills.

Coverage: To ensure smooth handover between shifts and consistent touchpoints for SAP leadership, one team lead per region (time zone) is recommended. This structure ensures operational excellence and effective capacity management within each shift.

Baseline Experience & Skills for All Roles

  • Customer-Service Attitude: Polite, helpful, quality-oriented, and empathic.
  • Analytical Skills/Inquisitive Mindset: Asks the right questions.
  • Multitasking/Prioritization Skills: Identifies priorities and executes for the highest business impact.
  • Business-Technical Translation: Navigates business context and translates it into technical requirements.
  • Global Environment Navigation: Understands dependencies and complexities of working in a matrixed, global environment.
  • Communication Skills: Strong English communication skills.
  • Can-Do Attitude: Positive and proactive approach.
  • Team Player: Positive feedback from customers and peers.
  • Confidence in Challenging Situations: Handles challenging situations effectively.
  • Educational Background: Bachelor's degree or equivalent experience in technical, business, support desk, or sales operations roles.

Senior/Expert Responsibilities:

  • Serve as liaison between SAP and GECO.
  • Provide transactional end-user support via tickets and chat for core Sales Applications and Systems, adhering to GCO direct SLAs.
  • Create and refine documentation for support and sales self-enablement in line with the release schedule and content prioritization.
  • Attend training sessions to learn about new applications and cross-train peers within the hub, including onboarding new team members.
  • Collaborate across Sales Technology (Levels 1, 2, and 3) support to identify and address in-scope solutions for end-user inquiries promptly and effectively.
  • Utilize standardized support infrastructures and ensure data compliance.
  • Contribute to support-specific projects aimed at long-term simplification (e.g., collecting feedback, submitting training questions).
  • Provide QEC/YEC weekend or holiday coverage on chat and tickets within agreed hours, generally 3-6 hour shifts during the last three weekends of every quarter, coordinated with SAP’s regional management and vendor.

Leadership and Management:

  • Expected time to progress from Grade 4 to Grade 5: 3-5 years.
  • Skilled in staffing, managing capacity, and communicating with stakeholders at various levels.
  • Fosters a culture of praise and growth.
  • Collaborates with SAP peers on relevant updates to empower the team to create impactful outcomes.
  • Enables, empowers, and guides team members clearly and autonomously.
  • Demonstrates effective leadership and people management skills.
  • Possesses the soft skills to handle complex situations professionally.

Hard Skills / Core Competencies

  • Ownership of Team Outcome:
    • Demonstrates leadership in larger scope projects involving inter-departmental collaborations.
    • Contributes to strategic planning and forecasting.
    • Exhibits multi-hat thinking and cross-functional/system thinking.
    • Leads task force/project teams.

Soft Skills

  • Complex Situations Handling:
    • Displays soft skills for conflict management and professionalism in ambiguous situations.
    • Demonstrates strong work ethics.
    • Manages people in project teams/task forces.
Job description

Team Lead

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