Team Lead Floor Ops MUM

Qualitykiosk; Mumbai; On-site; INR 900,000 - 1,500,000; Full time

Job summary

QualityKiosk seeks a Team Leader (Shift In Charge) to manage a team of engineers and oversee 24x7 shift operations in a BFSI/Fintech context. You will drive SLA adherence, coordinate with clients and internal teams, and ensure service quality across zones.

The role requires a graduate with 3+ years of team management experience, strong communication, and the ability to operate under pressure in a fast-paced environment.

Qualifications

• Graduate with 3+ years of team handling experience.
• Experience leading a team in BFSI/Fintech/e-commerce environments is preferred.
• Strong communication and problem-solving skills.

Responsibilities

• Lead a team of engineers and manage end-to-end shift operations.
• Ensure achievement of SLA/SOP adherence and high service quality.
• Act as interface between operations, clients, and internal stakeholders.
• Handle client interactions and ensure prompt resolution.
• Conduct root cause analysis and implement solutions.

Skills

Team management and Leadership

People leadership

People Management

Education

Graduate

Tools

Monitoring tools

Testing

Job description

QualityKiosk named 2026 UiPath International Agentic Testing Pioneer Partner of the Year! We're heading to the Dubai FinTech Summit, 2–3 Nov — Meet us! QualityKiosk named 2026 UiPath International Agentic Testing Pioneer Partner of the Year!

We're heading to the Dubai FinTech Summit, 2–3 Nov — Meet us! QualityKiosk named 2026 UiPath International Agentic Testing Pioneer Partner of the Year! We're heading to the Dubai FinTech Summit, 2–3 Nov — Meet us!

Team management and Leadership, People leadership, People Management

What you'll do and what you'll bring

Job Description – Team Leader (Shift In Charge) JD No.: SM-TL | Reports To: Assistant Manager

Role Overview

• Responsible for leading a team of engineers and managing end-to-end shift operations.
• Ensure achievement of business goals, SLA adherence, and high service quality.
• Act as a key interface between operations, clients, and internal stakeholders.

Key Responsibilities

• Manage a team handling monitoring of BFSI/related applications and ensure smooth operations across assigned zones.
• Drive SLA and SOP adherence while maintaining service quality and customer satisfaction.
• Coordinate with stakeholders to ensure timely delivery.
• Simplify complex technical issues for clients and leadership.
• Handle client interactions and ensure prompt resolution.
• Perform root cause analysis and implement solutions.
• Manage shift operations including planning and scheduling.
• Ensure required resources and elevate constraints.
• Promote teamwork and collaboration.
• Ensure process discipline and compliance.
• Mandatory to work in a 24x7 shift environment with rotational week offs.

People & Performance Management

• Manage team performance, workload, attrition, and absenteeism.
• Conduct One-on-Ones and performance reviews.
• Motivate and develop team members.
• Resolve conflicts and maintain a positive environment.
• Drive continuous improvement and innovation.

Key Expectations / KPIs

• 100% SLA and SOP adherence.
• Improved service quality and customer satisfaction.
• Timely issue resolution.
• Strong team performance and discipline.
• Effective shift management.

Eligibility & Skills

• Graduate with 3+ years of team handling experience.
• Domain exposure to BFSI / Fintech / E-commerce preferred.
• Strong communication and problem-solving skills.
• Knowledge of monitoring tools and testing (preferred).
• Ability to work under pressure