CFCO-1493 - Operations Lead

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

• 8–10 yrs of experience
• Accounts payable
• SOP writing
• Documentation
• Reporting
• Performance management
• B.Com