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 proc

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