Team Lead, Global Business Solutions
Kroll · New Delhi
We are seeking a structured and proactive Team Leader – Operations (Pan India) to support end‑to‑end operational services for a Global Capability Center (GCC). The role oversees a multi‑city team of 4–5 members and is responsible for day‑to‑day operations, vendor coordination, transportation and safety governance, and employee experience services
This role also plays a key part in project execution and PMO governance, including project planning, tracking milestones, maintaining dashboards, driving process improvements, and ensuring standardized operating practices across all India locations
Key Responsibilities
Team/ People Management:
- Lead, guide, and motivate a multi-city operations team; allocate tasks and conduct weekly performance reviews.
- Coach team members on SOP compliance, SLA monitoring, ticketing hygiene, vendor coordination, and RCA documentation.
- Plan team schedules, ensure backups, and maintain an escalation matrix for uninterrupted operations.
- Serve as the first escalation point for Pan India operational issues and drive timely resolution
Project Management & Continuous improvement:
- Drive small and consistent process improvements across locations to streamline operations
- Create and maintain project plans, trackers, and publish regular status updates (fortnightly/monthly).
- Promote standardized templates, SOPs, audit readiness, and disciplined documentation practices.
- Conduct RCA for operational deviations and implement corrective/preventive actions
- Support key projects related to employee experience, automation, optimization, and vendor rationalization
- Oversee SLA adherence, safety protocols, and operational hygiene across all transport activities
- Ensure strict compliance with women’s safety guidelines for night-shift operations
- Analyze transport data, highlight exceptions, trends, and implement cost-optimization measures
Transportation, Employee Safety and Security:
Snacks & Employee Experience Services
- Govern snacks/refreshment services Pan India ensuring quality, hygiene, and timely availability
- Consolidate employee feedback and drive improvements in service experience
- Oversee key vendor partners (transport, security, snacks) and ensure smooth coordination and uniformity across cities
- Verify vendor onboarding documentation, maintain KYC compliance, and track agreement renewals
- Review invoices and supporting documents for accuracy and ensure timely processing
- Support procurement activities and onboarding for new vendors
- Ensure vendors maintain compliance, conduct regular audits, and meet quality standards
Vendor Management and Governance
Data & Reporting
- Collate and maintain data such that it is ready for Pan‑India dashboards covering SLAs, ticketing performance and cost metrics
- Validate data for accurate entity-level billing and financial alignment.
- Utilize TMS/OnePoint data for trend analysis, service improvements, and cost optimization
Requirements:
- Bachelor’s degree from an accredited institution
- 8–12 years in operations/administration/facilities, including 3–5 years team leadership
- Strong stakeholder engagement and vendor management skills
- PMO capabilities: project planning, trackers, status reporting, milestone governance
- Proficiency in MS Office; Power BI preferred
- Experience with ServiceNow or similar ticketing tools
- Strong analytical ability, attention to detail, and process discipline
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