P2P Customer Support Team Leader

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions. Essential Duties/Principal Responsibilities Team lead resources responsible to provide first-line support for global P2P queries across Coupa and SAP S/4HANA Lead, coach, and develop a team of Analysts and Senior Analysts within the Shared Service Centre Set clear objectives, manage performance, and conduct regular 1:1s and appraisals Drive team engagement, accountability, and a strong customer-service culture Support onboarding, training, and career development of team members Manage capacity planning, workload allocation, and shift coverage (if global support model) Ensure team manage and resolve tickets related to requisitions, purchase orders, invoices, and payments within SLA Ensure high-quality delivery of P2P support across Coupa and SAP S/4HANA Oversee daily operations: ticket queues, backlog, SLA adherence, and issue resolution Act as escalation point for critical or complex cases impacting business operations Ensure consistent and standardized execution of end-to-end P2P processes Serve as the primary contact for business stakeholders and key suppliers for escalations Provide regular reporting and insights to senior management Analyse trends and implement corrective actions to improve performance Build strong relationships with Procurement, AP, Treasury, and IT leadership Ensure high levels of customer satisfaction (CSAT) and proactive communication Monitor and drive performance against key metrics: SLA compliance Ticket resolution time and backlog First-time resolution rate Invoice/query cycle times Manage and resolve high-priority and aged issues Ensure robust root cause analysis (RCA) is performed for recurring problems Coordinate cross-functional resolution involving business, IT, and external vendors Drive preventive actions to reduce reoccurrence Minimum Qualifications: Education, Experience, Skills, Abilities, License/Certification: Bachelor’s degree in commerce, Accounting, Finance or Languages 7 – 10 years’ experience in Accounts Payable Hands-on experience with Coupa S2P and SAP S/4HANA Excellent communication skills (English) Speak and write fluently English and 1or 2 other languages Experience working in a Global Shared Services Centre Prior experience in high-volume of queries High attention to detail Problem-solving ability Customer-service orientation Ability to work with tight deadlines Advanced oral, written, and interpersonal communication skills. Strong presentation and facilitation skills to communicate with and persuade a wide range of audiences. Preferred – Finance and or Procurement background Physical Demands (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.) Work is conducted in an office environment. (5 days a week) Regularly required to sit, stand, walk, reach with hands and arms, and move about the facility. Ability to use hands and fingers dexterously to operate office equipment. Regularly required to listen, talk to, and see employees daily via Teams or Online application. Vision abilities required by this job include close vision.

(The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the