About this role
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 #LI-JC1 #LI-Hybrid