CFCO-1493 - Operations Lead
HyderabadFull-time8–10 yrsPosted 2 months ago
Senior operations role at Softobiz Technologies in Hyderabad. Needs 8–10 years and a B.Com.
About the role
The Tier 1 Team Lead is the operational heartbeat of FMG’s operational pod — responsible for leading a team of 4–5 Operations Analysts to deliver consistent, high-quality P2P transaction processing across global markets. The role will be the first escalation point within the pod, the coach who develops talent, and the person who ensures seamless cross-time zone handoffs keep the 24x6 operation running without a hitch.
What you'll do
- Pod Leadership & Performance
- Lead a pod of 4–5 Tier 1 Operations Analysts, setting daily priorities, managing workload distribution, and ensuring SLA targets are met
- Monitor individual and pod-level KPIs (volume, accuracy, cycle time, escalation rates) and take corrective action where performance drifts
- Conduct regular 1:1s, provide real-time coaching, and run brief daily stand-ups to align the pod on priorities and blockers
- Process transactions alongside the team during peak periods, maintaining hands-on capability across all E2E P2P processes
What you need
- Accounts payable
- SOP writing
- Documentation
- Reporting
- Performance management