Team Lead, Global Business Solutions

Role Overview

We are seeking a structured and proactive Team Leader Operations (Pan India) to support endtoend operational services for a Global Capability Center (GCC). The role oversees a multicity team of 45 members and is responsible for daytoday 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

  Transportation Employee Safety and Security:

• Oversee SLA adherence safety protocols and operational hygiene across all transport activities

• Ensure strict compliance with womens safety guidelines for night-shift operations

• Analyze transport data highlight exceptions trends and implement cost-optimization measures

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

  Vendor Management and Governance

• 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

Data & Reporting

• Collate and maintain data such that it is ready for PanIndia 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:

• Bachelors degree from an accredited institution

• 812 years in operations/administration/facilities including 35 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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