Job Description - Team Lead Operations
Location: Hyderabad
Experience: 8-10 Years
Role Overview
The Tier 1 Team Lead is the operational heartbeat of FMG’s operational pod — responsible for leading a team of 4–5 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 FMG’s ability to scale efficiently.
Key Responsibilities
Pod Leadership & Performance
Lead a pod of 4–5 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 FMG’s operational processes
Identify high-potential team members and support their development toward Tier 2 or Tier 3 progression within the 12–18 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
Bachelor’s 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?
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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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