Job Description (JD)

Team Leader Operations

Job Title

Team Leader

Reporting To

Operations Manager

Location

Vadodara

Position Overview

The Team Leader / Shift Supervisor leads day-to-day operations, taking ownership of service delivery, team effectiveness, and operational governance for assigned stores. The role combines strong people management with analytical thinking and a structured, logical approach to problem-solving and decision-making. The successful candidate will maintain process compliance, drive continuous improvement, and manage global stakeholders across time zones. This position requires willingness and flexibility to work rotational shifts in a 24×7 operating setting, including nights, weekends, and public holidays as scheduled.

Key Responsibilities

Team Management & Leadership

· Lead, coach, and support Store360 Associates during assigned shifts, setting transparent expectations for service quality, productivity, and accountability.

· Manage attendance, schedule adherence, breaks, and staffing coverage to support consistent shift delivery.

· Lead focused daily huddles and structured shift handovers, ensuring clear ownership of priorities, open issues, and follow-up actions.

· Provide regular coaching, constructive feedback, and on-the-job training to strengthen team capability and engagement.

· Reinforce adherence to standard operating procedures (SOPs), company policies, and agreed ways of working.

· Address capability and delivery gaps through clear development actions, agreed timelines, and consistent follow-up.

· Support recruitment, onboarding, and training to build a capable, service-focused team.

Operations Management

· Own timely and accurate completion of daily operational activities within agreed service levels.

- Monitor store reconciliations, invoice processing, inventory management, price maintenance, and other assigned activities.

· Validate work quality, accuracy, and completeness before submission.

- Track pending cases and ensure closure within defined SLAs.

· Allocate workloads according to capacity, capability, and business priorities.

· Resolve operational escalations using a structured, logical approach, escalating risks promptly when additional support is required.

Customer & Global Stakeholder Management

· Serve as the primary operational contact for assigned stores and stakeholders during the shift.

· Build effective working relationships with global stakeholders, store owners, managers,



and cross-functional teams across time zones.

- Ensure customer queries are acknowledged and resolved promptly.

· Lead operational review discussions with clear updates on service delivery, risks, decisions, and agreed actions.

· Escalate critical issues with a concise assessment of business impact, supporting data, and recommended solutions.

Operational Governance, Quality & Compliance

· Maintain strong operational governance through adherence to SOPs, quality standards, defined controls, and escalation protocols.

· Conduct sample-based quality checks and audits to validate compliance and identify control gaps.

· Track process deviations, assign corrective actions, and follow through to closure.

· Maintain accurate, audit-ready documentation, action trackers, and records of operational decisions.

· Strengthen process controls and support continuous improvement through regular governance reviews.

Performance & Reporting

- Monitor KPIs including:
- Productivity
- Accuracy
- SLA Adherence
- Quality Scores
- Escalation Management
- Customer Satisfaction
- Prepare daily, weekly, and monthly operational reports.

· Apply analytical thinking to operational data, identify trends and underlying causes, and recommend evidence-based improvements.

· Present concise performance updates, risks, and action plans to management and relevant stakeholders.

Process Improvement

· Use structured root-cause analysis and logical reasoning to resolve recurring operational issues.

· Evaluate opportunities for automation and efficiency improvements using operational evidence.

· Embed consistent best practices and share practical learning across the team.

· Contribute to process optimisation initiatives and track the impact of implemented changes.

Required Skills & Competencies

Technical Skills

- Retail operations knowledge.
- Inventory and stock management understanding.
- Reconciliation and invoice processing knowledge.
- Proficiency in Microsoft Excel, Google Sheets, and reporting tools.

· Strong analytical thinking,



with the ability to interpret data, identify patterns, and apply logical, structured problem-solving.

Leadership Skills

· Strong people management, including coaching, delegation, team development, and employee engagement.

· Ability to resolve conflicts constructively and address team concerns professionally.

· Sound judgement and a logical, evidence-based approach to decisions and prioritisation.

· Effective workload planning, task prioritisation, and delegation across shifts.

· Robust ownership and operational governance, with disciplined follow-through on controls, commitments, and corrective actions.

Communication Skills

· Clear, professional verbal and written communication, tailored to the audience.

· Customer-focused communication and professional handling of service concerns.

· Strong global stakeholder management, with the ability to align expectations and coordinate across functions, cultures, and time zones.

· Structured escalation management, including clear communication of impact, ownership, next steps, and resolution timelines.

Qualifications

- Bachelor's Degree in Business, Commerce, Retail Management, or related field.
- 5+ years of experience in Retail Operations, Back Office Operations, Store Support Services, or BPO Operations.

· A minimum of 1–2 years of team management experience is mandatory.

Key Performance Indicators (KPIs)

- Team Productivity
- Task Accuracy
- SLA Compliance
- Escalation Resolution Rate
- Quality Audit Score
- Customer Satisfaction
- Employee Engagement
- Process Improvement Initiatives
- Attendance & Adherence Management

Preferred Candidate Profile

· An analytical, detail-oriented operational mindset with a structured and logical approach to problem-solving.

· Ability to manage competing priorities and maintain sound judgement in a fast-paced operating environment.

· A customer-focused approach and the ability to build effective relationships with global stakeholders.

· A collaborative leadership style, strong people management skills, and clear accountability for operational governance.

· Confidence in using data to support decisions, communicate risks, and drive measurable improvements.

· Willingness and flexibility to work rotational shifts in a 24×7 setting, including nights, weekends, and public holidays as scheduled.

Benefits:

- Paid sick time
- Paid time off
- Provident Fund

Work Location: In person

📌 Team Lead (Vadodara)
🏢 MostEdge
📍 Vadodara