CFCO 1427 Team Lead Operations
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15 hours ago
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Job Summary
Job Description - Team Lead Operations
Location: Hyderabad
Experience: 8-10 Years
Role Overview
The Tier 1 Team Lead is the operational heartbeat of FMGs operational pod responsible for leading a team of 45 Operations Analysts to deliver consistent high-quality P2P transaction processing across global markets. The role will be the first escalation point within the pod the coach who develops talent and the person who ensures seamless cross-time zone handoffs keep the 24x6 operation running without a hitch. This role bridges operational execution with performance management making it critical to FMGs ability to scale efficiently.
Key Responsibilities
Pod Leadership & Performance
- Lead a pod of 45 Tier 1 Operations Analysts setting daily priorities managing workload distribution and ensuring SLA targets are met
- Monitor individual and pod-level KPIs (volume accuracy cycle time escalation rates) and take corrective action where performance drifts
- Conduct regular 1:1s provide real-time coaching and run brief daily stand-ups to align the pod on priorities and blockers
Operational Execution
- Process transactions alongside the team during peak periods maintaining hands-on capability across all E2E P2P processes
- Serve as the first escalation point for exceptions that are borderline between Tier 1 SOP scope and Tier 2 specialist escalation
- Make judgment calls on whether an exception can be resolved within the pod or must be escalated ensuring accurate categorisation
Shift Handoff Governance
- Own the quality and completeness of shift handoff documentation ensuring incoming pods have full context on open and in-progress items
- Coordinate with Team Leads in other time zones to maintain continuity flag trends and resolve recurring handoff friction points
- Establish and enforce handoff protocols that prevent task drops and information loss across the 24x6 cycle
Quality Assurance & SOP Compliance
- Conduct spot checks and quality audits on transactions processed by the pod to ensure adherence to SOPs and data governance standards
- Identify SOP gaps or ambiguities based on team feedback and exception patterns and raise change requests to Tier 2/Tier 3 for SOP improvement
- Ensure the pod is trained on and compliant with updated SOPs and best practices pushed down from Tier 3
Talent Development & Career Pathing
- Onboard new Tier 1 team members guiding them through initial training on the tech platform and FMGs operational processes
- Identify high-potential team members and support their development toward Tier 2 or Tier 3 progression within the 1218 month framework
- Foster a culture of accountability continuous learning and collaboration within the pod
Reporting & Communication
- Produce daily/weekly operational reports for Tier 2 specialists and management highlighting volumes exceptions SLA adherence and emerging risks
- Participate in regular operational reviews with Tier 2 Vanguards to discuss service health recurring issues and improvement opportunities
Requirements & Qualifications
Essential
- Bachelors Degree in a finance economics or supply chain management related discipline
- 8-10 years experience in operations supply chain procurement or shared services environments ideally in a team lead or senior analyst capacity
- Demonstrated ability to lead small teams in a fast-paced process-driven setting
- Strong understanding of P2P processes (PO management invoice matching goods receipts payments)
- Excellent analytical skills with the ability to interpret KPI dashboards and take data-driven action
- Clear structured communication skills both written (handoff documentation reports) and verbal (stand-ups coaching escalations)
- Comfortable working rotating shifts in a 24x7 follow-the-sun model
- Proficiency with enterprise platforms; ability to become a power user of the Ascend system quickly
Desirable
- Prior experience in food & beverage supply chain QSR or FMCG sectors
- Experience managing geographically distributed or remote teams
About Softobiz:
Innovation begins with like-minded people aiming to transform the world together. At Softobiz we invite you to become a part of an organization that has been helping clients transform their business by fusing insights creativity and technology. With a team of 300 technology enthusiasts we have been trusted by leading enterprises around the globe for over 15 years.
At Softobiz we foster a culture of equality learning collaboration and creative freedom empowering our employees to grow and excel in their careers. Our technical craftsmen are pioneers in the latest technologies like AI machine learning and product development.
Why Should You Join Softobiz
- Work with technical craftsmen who are pioneers in the latest technologies.
- Access training sessions and skill-enhancement courses for personal and professional growth.
- Be rewarded for exceptional performance and celebrate success through engaging parties.
- Experience a culture that embraces diversity and creates an inclusive environment for all employees.
Softobiz is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will be afforded equal employment opportunities without discrimination based on race creed color national origin sex age disability or marital status.
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Softobiz Technologies builds AI-powered digital platforms that modernize legacy systems and accelerate innovation for global enterprises
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Softobiz prepares businesses for transformative success by embracing change and engineering innovative digital products.
