Key Responsibilities:

- Lead and manage 24 7 operations across Asset Protection and Facilities Maintenance functions
- Ensure consistent delivery against defined SLAs KPIs and operational targets across all service lines
- Oversee daily operations workflow allocation queue management and escalation handling across teams
- Drive governance cadence including performance reviews reporting and stakeholder updates
- Monitor operational metrics volume turnaround time accuracy cost savings quality and drive corrective actions
- Lead incident and crisis management ensuring timely escalation resolution and communication
- Ensure adherence to SOPs compliance standards data security and audit requirements across functions
- Drive continuous improvement initiatives leveraging data insights automation and process optimization
- Standardize processes ensure documentation updates and improve operational efficiency
- Oversee capacity planning resource allocation and demand forecasting across functions
- Ensure quality assurance frameworks are implemented and adhered to across all teams
- Collaborate cross functionally to resolve dependencies and improve end to end process outcomes
- Provide periodic management reports with actionable insights and recommendations
- Drive knowledge management training plans and capability development across teams
- People Management Responsibilities
- Lead mentor and develop a team of analysts across multiple service lines Asset Protection Facilities




- Manage team performance through goal setting reviews coaching and feedback mechanisms
- Ensure adequate staffing shift coverage and succession planning
- Drive employee engagement retention and high performance culture
- Identify skill gaps and implement training and upskilling initiatives
- Handle escalations conflict resolution and team governance
- Experience
- 6 8 years of experience in retail operations fraud management security operations facilities management
- Minimum 3 5 years of experience in team leadership operations management role
- Experience managing multi function teams and 24 7 operations
- Exposure to retail e commerce or asset protection environments preferred
- Demonstrated experience in owning and running projects independently
- Knowledge of retail fraud prevention loss prevention and detection
- Skills
- Strong people management and leadership skills team handling coaching performance management
- Operations management and service delivery governance
- Analytical mindset with ability to drive insights from data
- Stakeholder management and executive communication
- Incident management and problem solving skills
- Process improvement and automation orientation
- Ability to manage multiple workstreams and priorities
- Solid reporting and presentation skills
- Awareness of client controlled processes such as vendor governance legal workflows and strategic decision making frameworks

Preferred Skills:

Retail Operations

📌 Senior Process Lead (Bengaluru)
🏢 Infosys BPM
📍 Bengaluru