Travel and Expense Team Manager, Bangalore

Role & responsibilities

Operational Delivery and Controls

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.

Provide operational leadership for SAP Concur Expense queries, expense-report issues, workflow exceptions, employee support and complex troubleshooting.

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, aging, backlogs, recurring issues, quality and productivity; use performance insights to drive corrective actions and continuous improvement.

Own the creation, standardization, review and ongoing maintenance of SOPs, process documentation, job aids and knowledge articles for Global T&E operations, ensuring clear process ownership, controls, version governance and audit readiness.

Lead the definition and finalization of key T&E KPIs and performance metrics, including clear definitions, targets, ownership and reporting cadence, aligned with Global T&E priorities.

Strategy, Simplification 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.

Develop and execute an improvement roadmap based on employee impact, capacity creation, risk reduction, control effectiveness and business value.

Drive root-cause analysis for recurring issues and ensure sustainable remediation instead of repeated manual intervention.

Use operational data and internal and external insights to identify trends, benchmark practices, build fact-based business cases for change and translate performance data into actionable management insights.

Promote adoption of automation, self-service, knowledge management and digital solutions to improve efficiency and the employee experience.

ServiceNow and Technology Enhancements

Act as the T&E business lead for ServiceNow enhancements and workflow improvements that support the Global T&E team.

Own or coordinate the enhancement lifecycle, change management and post-implementation benefit validation.

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 that provide clear visibility into service, productivity, quality, backlog, trends and improvement opportunities.

Partner with Digital Technology, application support and other stakeholders to resolve system issues and deliver sustainable improvements across Concur, ServiceNow, SAP, JDE and connected processes.

Support functional and business requirements for Concur implementations, deployments, upgrades and enhancements, including testing, training and stabilization.

People Leadership and Stakeholder Management

Provide strong people leadership through clear goals, consistent performance management, coaching, feedback, recognition and career development.

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.

Serve as an escalation point for complex operational matters and communicate risks, trends, performance and improvement priorities to Global T&E leadership.

Partner effectively with Finance, Accounting, Digital Technology, HR, Procurement, Audit, Compliance and other regional and global stakeholders.

Required Qualifications

Bachelor's 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.