Job Description

Role Overview

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We 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.

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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.

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This is a high-impact individual contributor role that blends domain expertise, data-driven decision-making, and operational leadership.

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Key Responsibilities

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1. Global Knowledge & Process Ownership

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- Act as the go-to expert for process and policy-related queries across global teams
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- Ensure consistency and standardization of workflows across regions
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- Analyze monthly operational and QA performance data to identify trends and gaps
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- Recommend and implement scalable, process-driven solutions to reduce recurring issues
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- Own and continuously improve internal documentation, SOPs, and knowledge repositories
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2. Training & Enablement

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- Partner with Enablement teams to design and enhance training programs and materials
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- Conduct onboarding sessions and ongoing training for current and existing team members
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- Identify knowledge gaps proactively and implement targeted learning interventions
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- Drive continuous upskilling across teams to improve quality and efficiency
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3. Quality Assurance & Continuous Improvement

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- Review QA trends and generate actionable insights to improve performance and product understanding
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- Monitor effectiveness of improvement initiatives and validate measurable outcomes
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- Introduce scalable improvement frameworks (e.g., query resolution models, knowledge-sharing mechanisms)
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- Promote a culture of continuous improvement and operational excellence
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4. Incident Management

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- Act as Incident Commander during high-priority escalations (including night shift coverage as needed)
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- Coordinate cross-functional stakeholders to ensure timely issue resolution
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- Provide clear, structured communication during incidents
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- Maintain detailed documentation and drive post-incident reviews and corrective actions
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5. Cross-Functional Collaboration

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- Participate in regular cross-functional forums to share insights, trends, and operational challenges
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- Collaborate with Product, Engineering, QA, and Operations teams to resolve systemic issues
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- Contribute to workflow enhancements and system improvements
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- Act as a bridge between operations and supporting functions
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Requirements

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- 5–8 years of experience in operations, HR advisory, support, or a related domain
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- Strong understanding of process management, quality assurance, and operational metrics
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- Proven experience analyzing data and translating insights into actionable improvements
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- Experience in training, knowledge management, or enablement roles
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- Strong stakeholder management and cross-functional collaboration skills
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- Ability to manage high-pressure situations and lead incident response effectively
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- Excellent written and verbal communication skills
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- High attention to detail and structured problem-solving ability
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Preferred Qualifications

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- Experience in Employer of Record (EOR), HR operations, or global support environments
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- Familiarity with QA frameworks and performance metrics
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- Experience working with HRIS, CRM, or ticketing tools (e.g., Salesforce, Zendesk, ServiceNow)
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- Exposure to multi-region or global operations
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- Experience in process improvement methodologies
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Core Competencies

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- Subject matter expertise
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- Data-driven decision making
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- Process optimization
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- Training & coaching
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- Incident leadership
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- Cross-functional influence
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- Operational excellence
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📌 Team Lead Customer Experience (Bengaluru)
🏢 Multiplier
📍 Bengaluru