Team lead, global business solutions

We are seeking a structured and proactive Team Leader – Operations (Pan India) to support end‑to‑end operational services for a Global Capability Center (GCC). The role oversees a multi‑city team of 4–5 members and is responsible for day‑to‑day operations, vendor coordination, transportation and safety governance, and employee experience services.

This role also plays a key part in project execution and PMO governance, including project planning, tracking milestones, maintaining dashboards, driving process improvements, and ensuring standardized operating practices across all India locations.

Key Responsibilities

Team/ People Management:

• Lead, guide, and motivate a multi-city operations team; allocate tasks and conduct weekly performance reviews.
• Coach team members on SOP compliance, SLA monitoring, ticketing hygiene, vendor coordination, and RCA documentation.
• Plan team schedules, ensure backups, and maintain an escalation matrix for uninterrupted operations.
• Serve as the first escalation point for Pan India operational issues and drive timely resolution.

Project Management & Continuous improvement:

• Drive small and consistent process improvements across locations to streamline operations.
• Create and maintain project plans, trackers, and publish regular status updates (fortnightly/monthly).
• Promote standardized templates, SOPs, audit readiness, and disciplined documentation practices.
• Conduct RCA for operational deviations and implement corrective/preventive actions.
• Support key projects related to employee experience, automation, optimization, and vendor rationalization.
• Oversee SLA adherence, safety protocols, and operational hygiene across all transport activities.
• Ensure strict compliance with women’s safety guidelines for night-shift operations.
• Analyze transport data, highlight exceptions, trends, and implement cost-optimization measures.

Transportation, Employee Safety and Security:

Snacks & Employee Experience Services

• Govern snacks/refreshment services Pan India ensuring quality, hygiene, and timely availability.
• Consolidate employee feedback and drive improvements in service experience.
• Oversee key vendor partners (transport, security, snacks) and ensure smooth coordination and uniformity across cities.
• Verify vendor onboarding documentation, maintain KYC compliance, and track agreement renewals.
• Review invoices and supporting documents for accuracy and ensure timely processing.
• Support procurement activities and onboarding for new vendors.
• Ensure vendors maintain compliance, conduct regular audits, and meet quality standards.

Vendor Management and Governance

Data & Reporting

• Collate and maintain data such that it is ready for Pan‑India dashboards covering SLAs, ticketing performance and cost metrics.
• Validate data for accurate entity-level billing and financial alignment.
• Utilize TMS/OnePoint data for trend analysis, service improvements, and cost optimization.

Requirements:

• Bachelor’s degree from an accredited institution.
• 8–12 years in operations/administration/facilities, including 3–5 years team leadership.
• Strong stakeholder engagement and vendor management skills.
• PMO capabilities: project planning, trackers, status reporting, milestone governance.
• Proficiency in MS Office; Power BI preferred.
• Experience with ServiceNow or similar ticketing tools.
• Strong analytical ability, attention to detail, and process discipline.

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