Operational Lead(incident management)

NCR Atleos; Mumbai; On-site; INR 2,500,000 - 3,600,000; Full time

Job summary

NCR Atleos in Mumbai, India seeks an experienced Operations Lead to drive operational excellence, stakeholder coordination, and service delivery across cross-functional teams. The role focuses on improving efficiency, quality, and vendor performance while maintaining customer satisfaction.

The ideal candidate will use data analytics to identify improvement opportunities, build dashboards, and lead continuous improvement initiatives to optimise processes, people, and operations.

Qualifications

• 8+ years in Operations, Service Delivery, or Customer Support roles.
• Experience coordinating cross-functional stakeholders and customer-facing operations.
• Experience in vendor management and performance improvement initiatives.

Responsibilities

• Coordinate across departments to ensure work orders and requests close on time.
• Act as central point of contact to resolve operational challenges and minimise disruptions.
• Drive service delivery initiatives and ensure SLAs are met.
• Monitor team performance metrics and implement corrective actions.
• Develop action plans to improve vendor productivity and quality of service.
• Lead training, governance, and reporting to ensure compliance and insights.
• Present operational performance in customer review meetings and drive improvements.

Skills

Leadership

Cross-functional collaboration

Vendor management

Data analytics

Process improvement

Service delivery

Performance dashboards

Stakeholder management

Education

Bachelor's degree

Job description

Job Summary:

We are seeking an experienced Operations Lead to drive operational excellence, stakeholder coordination, service delivery, and team performance. The role will be responsible for managing cross-functional initiatives, ensuring seamless execution of customer commitments, improving operational efficiency, and driving continuous improvement across processes, people, and vendor performance.

Key Responsibilities:

Operational Excellence & Stakeholder Management

• Coordinate across multiple departments to ensure work orders, customer requests, projects, and operational tasks are executed efficiently and brought to successful closure.
• Act as a central point of contact for cross-functional stakeholders to resolve operational challenges and minimise service disruptions.
• Drive service delivery initiatives and ensure adherence to established processes and service level agreements (SLAs).

Team Performance Management

• Monitor, analyse, and track team performance metrics to drive operational efficiency and productivity.
• Identify performance gaps and implement corrective actions to improve service quality and operational outcomes.
• Establish performance dashboards and provide regular business insights to leadership.

Data Analytics & Continuous Improvement

• Leverage data-driven metrics to identify improvement opportunities and operational risks.
• Quantify business impact, identify performance leakages, and implement controls to improve customer experience and operational effectiveness.
• Drive process improvement initiatives focused on quality, productivity, automation, and cost optimisation.

Team Management

• Evaluate vendor performance against defined service metrics and contractual obligations.
• Develop action plans to improve vendor productivity, quality, and service delivery.
• Build strong relationships with vendors to ensure alignment with business objectives.

Training & Compliance

• Identify training needs across the team and organise refresher training sessions to ensure process and product compliance.
• Ensure employees remain updated on process changes, customer requirements, and operational best practices.
• Drive a culture of continuous learning and development.

Reporting & Governance

• Ensure timely delivery and accuracy of internal and customer-facing reports.
• Periodically audit operational reports to maintain data integrity and compliance standards.
• Ensure daily, weekly, and monthly reporting commitments are met without interruption.

Customer Engagement

• Lead customer review meetings and present operational performance, service improvements, and action plans.
• Build strong customer relationships and ensure high levels of customer satisfaction.
• Handle escalations effectively and drive resolution within agreed timelines.

Project & Quality Initiatives

• Lead and participate in projects that enhance service quality, operational efficiency, and customer experience.
• Support organisational transformation and continuous improvement initiatives.
• Promote best practices, innovation, and operational discipline across the team.

Qualifications & Experience

• Bachelor's degree in Business Administration, Engineering, Operations Management, or a related field.
• 8+ years of experience in Operations, Service Delivery, Customer Support, Help Desk, or Contact Centre environments.
• Experience managing cross-functional stakeholders and customer-facing operations.
• Experience in vendor management and performance improvement initiatives.