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

Work arrangement
Hybrid