Team Lead

Job Title Team Lead - Global Delivery Job Location Bengaluru (WFO) Work Timings 6.30 PM - 3:30 AM IST Qualification Graduate / Post-Graduate Experience 6-8 Years Vacancies 2

Job Highlights:

We are looking for an experienced Team Lead to manage multiple international client projects in a non-technical/global business services environment. The role will be responsible for end-to-end service delivery, client management, SLA adherence, team performance, reporting, and service scalability.

Job Description:

• Manage multiple international client projects and ensure delivery against SLA, KPI, quality, productivity, and timelines.
• Proven record of managing up to 20 members, managing productivity, performance, resource allocation, coaching, and development.
• Act as a key point of contact for international clients and stakeholders, ensuring strong relationships, proactive communication, and effective escalation management.
• Conduct regular client governance/review meetings and present performance reports, risks, action plans, and improvement initiatives.
• Drive process improvement, standardisation, productivity enhancement, and operational efficiency.
• Support new client transitions, service implementation, ramp-up, and scaling of operations.
• Identify opportunities for service expansion and work closely with Sales/BD and Delivery teams to support client growth.
• Prepare and maintain operational dashboards and reports covering SLA, KPI, quality, productivity, utilisation, CSAT, and risks.
• Demonstrate excellent English communication, presentation, stakeholder management, project management, analytical, and problem-solving skills.
• Strong Project Management & People management skills with the ability to work in a fast-paced, international client environment.

Competencies / Skills:

Preferred Certifications:

• PMP / PRINCE2
• Certified ScrumMaster (CSM) or Agile certification
• Lean Six Sigma Green Belt / Black Belt
• Relevant certifications in BPO/BPM, Global Shared Services or Operations Management would be an advantage.

Preferred Experience:

Experience in Global Shared Services, BPO/BPM, Business Support Services, Virtual Assistance, Finance & Accounting, HR Operations, Procurement, Customer Support, or other international non-tech service environments.