Role Overview

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

  Transportation, Employee Safety and Security:

• 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

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 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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