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
- Transparent, 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

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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