Process Lead

• Lead and manage 24/7 operations across Asset Protection and Facilities Maintenance functions
• Ensure consistent delivery against defined SLAs, KPIs, and operational targets across all service lines
• Oversee daily operations, workflow allocation, queue management, and escalation handling across teams
• Drive governance cadence including performance reviews, reporting, and stakeholder updates
• Monitor operational metrics (volume, turnaround time, accuracy, cost savings, quality) and drive corrective actions
• Lead incident and crisis management ensuring timely escalation, resolution, and communication
• Ensure adherence to SOPs, compliance standards, data security, and audit requirements across functions
• Drive continuous improvement initiatives leveraging data insights, automation, and process optimization
• Standardize processes, ensure documentation updates, and improve operational efficiency
• Oversee capacity planning, resource allocation, and demand forecasting across functions
• Ensure quality assurance frameworks are implemented and adhered to across all teams
• Collaborate cross-functionally to resolve dependencies and improve end-to-end process outcomes
• Provide periodic management reports with actionable insights and recommendations
• Drive knowledge management, training plans, and capability development across teams

• Lead, mentor, and develop a team of analysts across multiple service lines (Asset Protection, Facilities)
• Manage team performance through goal setting, reviews, coaching, and feedback mechanisms
• Ensure adequate staffing, shift coverage, and succession planning
• Drive employee engagement, retention, and high-performance culture
• Identify skill gaps and implement training and upskilling initiatives
• Handle escalations, conflict resolution, and team governance

• 4-6 years of experience in retail operations / fraud management / security operations / facilities management
• Minimum 3-5 years of experience in team leadership/ operations management role
• Experience managing multi-function teams and 24/7 operations
• Exposure to retail, e-commerce, or asset protection environments preferred
• Demonstrated experience in owning and running projects independently
• Knowledge of retail/ fraud prevention/ loss prevention and detection

• Strong people management and leadership skills (team handling, coaching, performance management)
• Operations management and service delivery governance
• Analytical mindset with ability to drive insights from data
• Stakeholder management and executive communication
• Incident management and problem-solving skills
• Process improvement and automation orientation
• Ability to manage multiple workstreams and priorities
• Strong reporting and presentation skills
• Awareness of client-controlled processes such as vendor governance, legal workflows, and strategic decision-making frameworks

Graduate

BPO Service Line