Team Lead PO Desk & Operations

Job Summary

We are looking for an experienced Team Lead to manage a team responsible for PO Desk and related business operations. The role will focus on people management, resource planning, workload allocation, SLA and quality management, stakeholder coordination, escalations, reporting, and process improvement.

Professionals with strong team-handling experience in a BPO, KPO, GCC, shared services, banking, customer operations, or other SLA-driven setup may be considered.

Key Responsibilities

• Lead, coach, and manage a team to achieve SLA, quality, productivity, and compliance targets.
• Conduct regular one-to-one discussions, performance reviews, coaching, and development planning.
• Manage resource allocation, capacity planning, utilization, shrinkage, attendance, and leave coverage.
• Allocate and rebalance workloads based on volumes, priorities, complexity, and team capabilities.
• Maintain skill matrices, backup plans, and cross-skilling arrangements for business continuity.
• Coordinate onboarding, training, system-access readiness, and employee transitions.
• Oversee request intake, validation, PO coordination, documentation checks, supplier follow-ups, invoice and Proof of Execution reviews.
• Monitor backlogs, ageing, turnaround times, operational risks, and service-delivery gaps.
• Act as the first point of escalation for operational and stakeholder-related concerns.
• Work closely with Finance, Procurement, Marketing, Legal, Operations, and other stakeholders.
• Prepare and present operational, resource, SLA, quality, and productivity reports.
• Conduct root cause analysis and drive corrective actions and process improvements.
• Ensure adherence to SOPs, internal controls, compliance requirements, and audit documentation.
• Support process changes, automation initiatives, system enhancements, and User Acceptance Testing.

Must-Have Skills

• Strong people and team-management experience.
• Resource management, capacity planning, and workload-allocation skills.
• Experience managing SLAs, KPIs, quality, productivity, and operational delivery.
• Strong stakeholder and escalation-management capability.
• Experience in coaching, performance management, and capability building.
• Good analytical, reporting, problem-solving, and decision-making skills.
• Excellent verbal and written communication.
• Proficiency in Microsoft Excel, PowerPoint, Word, and Outlook.

Preferred Skills

• Experience in PO management, procurement, invoice processing, accounts payable, budget operations, or finance operations.
• Exposure to audits, compliance, process documentation, UAT, automation, or transformation projects.
• Experience supporting global stakeholders or multi-region operations.