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JobDescription

WalmartSpanish

No. 331-B, KIADB, Hebbal Industrial Estate,Layout, Mysuru, Karnataka 571130

Version

Summary of changes

Author

Reviewed By

Approved By

Effective Date

1

Initial Version

Sandeep S

29-Jun-2026

Job Description

Assistant Manager – Walmart SpanishOperations

Job Summary

The Assistant Manager – Walmart Spanish Operations is responsible for managing end-to-end delivery of Walmart Spanish languageoperations, ensuring operational excellence across content validation, datacuration, content moderation, data enrichment, catalogue review, and othereCommerce support activities.

The role is responsible for driving delivery performance,quality, productivity, SLA adherence, workforce planning, and continuousprocess improvement while leading multiple operational teams consisting of TeamLeads, SMEs, Quality Controllers, Quality Analysts, and Process Associates.

The Assistant Manager serves as the primary operationalbridge between clients, internal stakeholders, and delivery teams to ensuresuccessful project execution, high customer satisfaction, and sustainableoperational performance.

Key Responsibilities

Operations & Delivery Management

- Own end-to-end operational delivery for Walmart Spanish projects.
- Ensure daily, weekly, and monthly production targets are consistently achieved.
- Drive operational excellence while maintaining productivity, utilization, and quality benchmarks.
- Monitor workflow queues and ensure timely completion of client deliverables.
- Review operational dashboards and take proactive actions to mitigate delivery risks.
- Drive adherence to Service Level Agreements (SLAs), turnaround time (TAT), and contractual commitments.
- Ensure optimal resource allocation across projects and shifts.
- Collaborate with Workforce Management to optimize staffing and scheduling.
- Support project transitions, ramp-ups, and stabilization activities.
- Drive operational efficiency through automation and workflow optimization.

Quality & Process Management

- Ensure all deliverables comply with Walmart client guidelines and Standard Operating Procedures (SOPs).
- Drive process standardization across all operational teams.
- Review quality dashboards and identify trends affecting overall performance.
- Partner with Quality Analysts and SMEs to improve process accuracy.
- Conduct Root Cause Analysis (RCA) for recurring operational issues.
- Implement Corrective and Preventive Actions (CAPA).
- Ensure process documentation remains current and compliant.
- Drive continuous improvement initiatives using Lean and Six Sigma methodologies where applicable.
- Monitor audit findings and ensure timely closure of action items.

Client & Stakeholder Management

- Act as the primary operational point of contact for client interactions.
- Participate in governance meetings, operational reviews, and business discussions.
- Present delivery updates, quality reports, productivity metrics, and improvement initiatives.
- Build strong relationships with client stakeholders.
- Handle critical client escalations professionally and ensure timely resolution.
- Coordinate with cross-functional teams, including HR, Recruitment, Training, IT, and Quality.
- Ensure proactive communication of risks, dependencies, and mitigation plans.

People Management

Lead and manage Team Leads, SMEs, Quality Controllers,Quality Analysts, and Process Associates.

Key responsibilities include:

- Drive employee engagement initiatives.
- Conduct regular one-on-one meetings.
- Perform periodic performance reviews.
- Coach leaders to improve team effectiveness.
- Develop succession plans for critical roles.
- Drive employee retention initiatives.
- Manage attendance, leave, and schedule adherence.
- Identify high-potential employees.




- Support internal promotions and career development.
- Partner with HR on disciplinary actions when required.
- Foster a culture of accountability, collaboration, and continuous learning.

Workforce Planning & Resource Management

- Forecast staffing requirements based on business volumes.
- Coordinate hiring plans with Recruitment.
- Monitor utilization across teams.
- Optimize workforce allocation.
- Support shift planning and capacity management.
- Ensure adequate backup planning for business continuity.
- Monitor ramp-up effectiveness for new hires.

Reporting & MIS

- Publish Daily Business Reports (DBR), Weekly Business Reviews (WBR), and Monthly Business Reviews (MBR).
- Review productivity, utilization, quality, and SLA dashboards.
- Present operational insights to leadership.
- Drive data-based decision-making.
- Ensure accuracy of operational reports.
- Track action items until closure.

Escalation Management

- Own all operational escalations.
- Resolve customer-impacting issues within defined timelines.
- Coordinate with internal stakeholders during critical incidents.
- Maintain escalation trackers.
- Drive preventive actions to minimize repeat occurrences.

Training & Knowledge Management

- Support onboarding of new employees.
- Ensure completion of process certifications.
- Identify knowledge gaps.
- Sponsor refresher training sessions.
- Encourage cross-training across teams.
- Ensure SOP compliance through regular knowledge assessments.

Process Improvement

- Identify automation opportunities.
- Eliminate operational bottlenecks.
- Improve productivity through workflow optimization.
- Standardize operational practices.
- Lead Continuous Improvement projects.
- Encourage innovation within teams.

Risk & Compliance

- Ensure adherence to Information Security policies.
- Maintain confidentiality of Walmart data.
- Ensure compliance with client policies.
- Support internal and external audits.
- Ensure adherence to organizational compliance standards.
- Drive awareness of data privacy and security practices.

Required Qualifications

- Bachelor's Degree in any discipline.
- Spanish Language Proficiency (preferred B2/C1 or equivalent).
- Excellent written and verbal communication in English and Spanish.
- Strong understanding of Walmart eCommerce operations.
- Proficiency in Microsoft Excel, Google Sheets, and reporting tools.
- Strong analytical and problem-solving abilities.

Experience

- 5–8 years of Operations/BPO/eCommerce experience.
- Minimum 3 years in people management.
- Experience managing multilingual operations preferred.
- Experience working with Walmart or Retail Marketplace projects is desirable.
- Exposure to client-facing operational roles.

Preferred Skills

- Stakeholder Management
- Workforce Planning
- Capacity Planning
- Performance Management
- Quality Governance
- Lean / Six Sigma awareness
- Reporting & Dashboard Management
- Coaching & Mentoring
- Conflict Resolution
- Change Management
- Operational Excellence
- Process Transition Management

Key Competencies

- Leadership
- Customer Obsession
- Decision Making
- Business Acumen
- Accountability
- Ownership
- Collaboration
- Coaching
- Analytical Thinking
- Continuous Improvement
- Adaptability
- Problem Solving

Key Performance Indicators (KPIs)

Delivery

- SLA Adherence
- On-Time Delivery
- Productivity Achievement
- Throughput

Quality

- Process Accuracy
- Defect Reduction
- Audit Scores
- Compliance Adherence

Customer

- Client Satisfaction
- Escalation Resolution
- Governance Effectiveness

People

- Employee Engagement
- Attrition
- Attendance
- Internal Promotions
- Team Development
- Succession Readiness

Financial

- Resource Utilization
- Cost Optimization
- Capacity Utilization
- Overtime Control

Operational Excellence

- Process Improvement Initiatives
- Automation Adoption
- RCA Effectiveness
- CAPA Closure
- Risk Mitigation





Attitude & Attributes We Look For

- Deliver beyond commitments with ownership and accountability.
- Demonstrate a passion for learning and continuous improvement.
- Champion customer success through quality-focused execution.
- Make data-driven decisions with a long-term perspective.
- Foster collaboration, innovation, and inclusivity.
- Embrace change and adapt quickly to evolving business needs.
- Act with integrity while maintaining confidentiality and compliance.
- Inspire and develop teams through coaching, mentoring, and recognition.

Job Description

Team Lead – Walmart Spanish Operations

Job Summary

The Team Lead – Walmart Spanish Operations isresponsible for managing the day-to-day operations of Walmart Spanish languageprojects, ensuring the timely delivery of high-quality outputs while meetingproductivity, quality, and Service Level Agreement (SLA) commitments.

The Team Lead provides operational leadership to a teamof Process Associates, Senior Process Associates, SMEs, and Quality Controllersby driving performance, coaching employees, resolving operational challenges,and ensuring adherence to client guidelines and Standard Operating Procedures(SOPs).

The role acts as the first line of leadership betweenOperations Management and the production floor, ensuring smooth workflowexecution, operational discipline, employee engagement, and customersatisfaction.

Key Responsibilities

Operations & Delivery Management

- Manage day-to-day operations for assigned Walmart Spanish projects.
- Ensure achievement of daily, weekly, and monthly production targets.
- Monitor workflow queues and ensure timely completion of assigned tasks.
- Allocate work effectively based on business priorities, employee capability, and workload.
- Drive productivity while maintaining quality and SLA commitments.
- Monitor team utilization and schedule adherence.
- Ensure business continuity through effective shift planning and resource management.
- Track operational performance and proactively address delivery risks.
- Coordinate with cross-functional teams to resolve operational dependencies.
- Ensure uninterrupted workflow execution across all shifts.

Workflow & Queue Management

- Monitor production queues and prioritize workloads based on client requirements.
- Balance workloads among team members to maximize productivity.
- Ensure timely movement of work items across operational stages.
- Identify bottlenecks impacting delivery timelines.
- Escalate workflow constraints to Operations Management.
- Support business continuity during volume fluctuations and peak periods.

Quality & Process Management

- Ensure adherence to Walmart client guidelines, SOPs, and quality standards.
- Review team quality performance regularly.
- Partner with Quality Analysts and SMEs to improve process accuracy.
- Conduct regular quality discussions with team members.
- Monitor defect trends and implement preventive measures.
- Ensure timely closure of quality-related action items.
- Drive process discipline across the team.
- Participate in calibration sessions and guideline discussions.
- Promote first-time-right execution across all operational activities.

People Management & Team Development

Lead and manage Process Associates, Senior ProcessAssociates, and other direct reports.

Key responsibilities include:

- Conduct daily team huddles and production meetings.
- Set explicit expectations for productivity, quality, and behavioral performance.
- Conduct one-on-one meetings and regular coaching sessions.
- Monitor employee performance against KPIs.
- Prepare Performance Improvement Plans (PIPs) for low performers.
- Identify high-performing employees for career development.
- Support internal promotions and succession planning.
- Drive employee engagement initiatives.
- Foster collaboration, accountability, and teamwork.
- Address employee concerns promptly and professionally.
- Ensure adherence to attendance, leave, and schedule policies.
- Coordinate with HR on employee-related matters when required.
- Lead onboarding and mentoring of new hires until they achieve expected productivity.

Performance Management

- Monitor individual and team performance daily.
- Publish productivity and quality reports.
- Analyze performance trends and identify improvement opportunities.
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