Travel and Expense Team Manager

The Team Manager Global Travel & Expense Operations will lead a Bengaluru-based team responsible for delivering accurate timely and employee-focused Travel & Expense (T&E) support in a global team. The role will oversee operations ServiceNow T&E tickets SAP Concur queries and operational support such as Dunning co-ordination on Z-file errors UCP processes and other T&E operational work.

The successful candidate will bring strong SAP Concur expertise a sound accounting background disciplined people leadership and a strategic mindset. The role is expected to simplify and standardize processes reduce recurring manual work resolve root causes create measurable efficiencies and oversee ServiceNow enhancements that improve T&E workflows reporting knowledge management and the employee experience.

• Lead the day-to-day delivery of Global T&E operations establishing clear priorities ownership service standards and escalation paths.
• Oversee ServiceNow tickets related to T&E including intake categorization assignment aging resolution quality SLA performance backlog management and escalations.
• Oversee the identification investigation and timely resolution of Z-file errors Dunning UCP Process Payment queries with a focus on root-cause elimination and prevention of repeat failures.
• Monitor operational KPIs and SLAs ticket volumes; use performance insights to drive corrective actions and continuous improvement.
• Bring a strategic and forward-looking mindset to the function balancing immediate operational delivery with the long-term scalability of Global T&E operations.
• Identify repetitive manual and non-value-added activities and lead initiatives to simplify standardize automate or eliminate them.
• Act as the T&E business lead for ServiceNow enhancements and workflow improvements that support the Global T&E team.
• Improve ticket routing categorization workflow automation user experience knowledge articles and self-service capabilities and oversee the design and finalization of T&E metrics dashboards.
• Partner with Digital Technology to resolve system issues and deliver sustainable improvements across Concur ServiceNow SAP JDE and connected processes.
• Build team capability across SAP Concur accounting ServiceNow problem solving process improvement controls and stakeholder management.
• Manage capacity workload cross-training succession planning and business continuity for critical T&E activities.

• Bachelors degree in Accounting Finance Commerce Business Administration or a related field or equivalent practical experience.
• 10 or more years of relevant experience in Travel & Expense finance operations accounting operations shared services or a comparable global operational environment.
• Demonstrated people-management experience of 6 years including leading coaching and developing teams in a complex service-delivery environment.
• Strong hands-on and functional expertise in SAP Concur Expense including workflows exceptions integrations deployments and operational support.
• Experience managing or overseeing ServiceNow tickets workflows reporting and enhancement requirements.
• Strong analytical problem-solving communication and stakeholder-management skills with the ability to influence across functions and levels.
• Experience with SAP and/or JDE and a strong understanding of ERP interfaces migrations or decommissioning activities.
• Experience building and leading employee-facing support services including phone-based support channels case management processes service metrics and operational governance
• Hands-on experience in Power BI and/or Power Apps for dashboard development data visualization and operational metrics reporting would be an added advantage.