Manager

DWF; Pune District; On-site; INR 800,000 - 1,200,000; Full time

Benefits offered by this job

Learning & Development

Leadership development

Internal mobility

Benefits & well-being

Inclusive culture

Job summary

DWF in Pune seeks an experienced Team Leader to manage and develop an operational team. You will oversee daily workflows, monitor productivity, and drive service quality in a structured, process-driven environment. The role includes performance management, coaching and reporting to stakeholders.

It requires strong people leadership, the ability to handle multiple priorities, and a commitment to continuous improvement, quality assurance, and meeting SLAs and KPIs.

Qualifications

• Six to eight years of experience with at least two years in a team leader or people-management role.
• Experience in business/operational or professional services environments.
• Strong people management and coaching skills.
• Experience managing SLA/KPI performance, productivity, quality and service delivery.
• Understanding of quality assurance, audits and compliance processes.
• Ability to interpret operational data, dashboards and reports.
• Excellent organisational, analytical and problem-solving capabilities.
• Ability to manage multiple priorities in a high-volume environment.
• Willingness to support different working hours.

Responsibilities

• Lead, coach and develop an operational team.
• Manage daily operations, workflows and workload allocation.
• Monitor productivity and quality against targets.
• Manage service delivery against SLAs and standards.
• Conduct coaching, feedback and performance-management activities.
• Support training, onboarding and colleague development.
• Review quality and audit outcomes and implement improvements.
• Analyse operational data, dashboards and performance reports.
• Handle operational queries and escalations.
• Collaborate with internal and business stakeholders.
• Drive process improvements and operational efficiency.

Job description

Why join us?

We are looking for an experienced Team Leader to manage and develop an operational team in Pune.

This role combines people management, operations management, performance management, quality assurance, SLA/KPI management, training, reporting and continuous improvement within a structured, process-driven environment.

Responsibilities

• Lead, coach and develop an operational team.
• Manage daily operations, workflows and workload allocation.
• Monitor productivity, performance, quality and operational targets.
• Manage service delivery against agreed SLAs and operational standards.
• Conduct regular coaching, feedback and performance-management activities.
• Support training, onboarding and colleague development.
• Review quality and audit outcomes and implement improvements.
• Analyse operational data, dashboards and performance reports.
• Manage operational queries and escalations.
• Work closely with internal and business stakeholders.
• Drive process improvement, operational efficiency and service quality.
• Support a high-performance and accountable team culture.

What will help you succeed in this role?

• Total 6 to 8 years' experience with minimum 2 years of experience in a Team Leader or people-management role.
• Experience in business operations, administrative operations, professional services, legal services, shared services or a similar process-driven environment.
• Strong experience in people management, team management, coaching and performance management.
• Experience managing SLA/KPI performance, productivity, quality and service delivery.
• Understanding of quality assurance, audit and compliance-focused processes.
• Experience interpreting operational data, dashboards and reports.
• Strong stakeholder-management and communication skills.
• Excellent organisational, analytical and problem-solving capabilities.
• Ability to manage multiple priorities in a high-volume environment.
• Flexibility to support business requirements across different working hours.

What we offer

• Learning and professional development opportunities.
• Leadership development and career-growth opportunities.
• Internal mobility opportunities.
• Comprehensive benefits and well-being support.
• Inclusive and collaborative working environment.

About us

We are a global professional services organisation focused on delivering high-quality services through collaboration, operational excellence and continuous improvement.

We aim to create an inclusive and supportive workplace where colleagues are encouraged to develop their capabilities, contribute ideas and build meaningful careers.