Role OverviewWe are seeking a highly analytical and proactive Subject Matter Expert (SME) to strengthen global operations by driving knowledge excellence, process consistency, and continuous improvement across regions.In this role, you will act as a central knowledge authority—reducing dependency on team leads, enhancing team capability, and ensuring standardized, scalable processes. You will leverage data insights to identify gaps, lead training initiatives, and collaborate cross-functionally to improve operational efficiency and service quality.This is a high-impact individual contributor role that blends domain expertise, data-driven decision-making, and operational leadership.Key Responsibilities1. Global Knowledge & Process OwnershipAct as the go-to expert for process and policy-related queries across global teamsEnsure consistency and standardization of workflows across regionsAnalyze monthly operational and QA performance data to identify trends and gapsRecommend and implement scalable, process-driven solutions to reduce recurring issuesOwn and continuously improve internal documentation, SOPs, and knowledge repositories2. Training & EnablementPartner with Enablement teams to design and enhance training programs and materialsConduct onboarding sessions and ongoing training for new and existing team membersIdentify knowledge gaps proactively and implement targeted learning interventionsDrive continuous upskilling across teams to improve quality and efficiency3. Quality Assurance & Continuous ImprovementReview QA trends and generate actionable insights to improve performance and product understandingMonitor effectiveness of improvement initiatives and validate measurable outcomesIntroduce scalable improvement frameworks (e.G., query resolution models,



knowledge-sharing mechanisms)Promote a culture of continuous improvement and operational excellence4. Incident ManagementAct as Incident Commander during high-priority escalations (including night shift coverage as needed)Coordinate cross-functional stakeholders to ensure timely issue resolutionProvide explicit, structured communication during incidentsMaintain detailed documentation and drive post-incident reviews and corrective actions5. Cross-Functional CollaborationParticipate in regular cross-functional forums to share insights, trends, and operational challengesCollaborate with Product, Engineering, QA, and Operations teams to resolve systemic issuesContribute to workflow enhancements and system improvementsAct as a bridge between operations and supporting functionsRequirements5–8 years of experience in operations, HR advisory, support, or a related domainStrong understanding of process management, quality assurance, and operational metricsProven experience analyzing data and translating insights into actionable improvementsExperience in training, knowledge management, or enablement rolesStrong stakeholder management and cross-functional collaboration skillsAbility to manage high-pressure situations and lead incident response effectivelyExcellent written and verbal communication skillsHigh attention to detail and structured problem-solving abilityPreferred QualificationsExperience in Employer of Record (EOR), HR operations, or global support environmentsFamiliarity with QA frameworks and performance metricsExperience working with HRIS, CRM, or ticketing tools (e.G., Salesforce, Zendesk, ServiceNow)Exposure to multi-region or global operationsExperience in process improvement methodologiesCore CompetenciesSubject matter expertiseData-driven decision makingProcess optimizationTraining & coachingIncident leadershipCross-functional influenceOperational excellence

📌 Team Lead Customer Experience (Bengaluru)
🏢 Multiplier
📍 Bengaluru