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

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- 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

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- 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

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- 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

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- Conduct spot checks and quality

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