Team Lead, Global Business Solutions

Kroll; New Delhi; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Kroll, Pan India, seeks a structured Team Leader – Operations to oversee a multi-city team delivering end‑to‑end services for its GCC. You will drive PMO governance, project planning, dashboards, and process improvements across locations.

Responsibilities include vendor coordination, employee experience services, and ensuring safety, compliance, and cost optimization in transport and operations.

Qualifications

• Bachelor’s degree from an accredited institution.
• 8–12 years in operations/administration/facilities, including 3–5 years team leadership.
• Strong stakeholder engagement and vendor management skills.
• PMO capabilities: project planning, trackers, status reporting, milestone governance.
• Proficiency in MS Office; Power BI preferred.
• Experience with ServiceNow or similar ticketing tools.
• Strong analytical ability, attention to detail, and process discipline.

Responsibilities

• Lead, guide, and motivate a multi-city operations team; allocate tasks and conduct weekly performance reviews.
• Coach team members on SOP compliance, SLA monitoring, ticketing hygiene, vendor coordination, and RCA documentation.
• Plan team schedules, ensure backups, and maintain an escalation matrix for uninterrupted operations.
• Serve as the first escalation point for Pan India operational issues and drive timely resolution.
• Drive small and consistent process improvements across locations to streamline operations.
• Create and maintain project plans, trackers, and publish regular status updates (fortnightly/monthly).
• Promote standardized templates, SOPs, audit readiness, and disciplined documentation practices.
• Conduct RCA for operational deviations and implement corrective/preventive actions.
• Support key projects related to employee experience, automation, optimization, and vendor rationalization.
• Oversee SLA adherence, safety protocols, and operational hygiene across all transport activities.
• Ensure strict compliance with women’s safety guidelines for night‑shift operations.
• Analyze transport data, highlight exceptions, trends, and implement cost‑optimization measures.
• Govern snacks/refreshment services Pan India ensuring quality, hygiene, and timely availability.
• Consolidate employee feedback and drive improvements in service experience.
• Oversee key vendor partners (transport, security, snacks) and ensure smooth coordination and uniformity across cities.
• Verify vendor onboarding documentation, maintain KYC compliance, and track agreement renewals.
• Review invoices and supporting documents for accuracy and ensure timely processing.
• Support procurement activities and onboarding for new vendors.
• Ensure vendors maintain compliance, conduct regular audits, and meet quality standards.
• Collate and maintain data such that it is ready for Pan‑India dashboards covering SLAs, ticketing performance and cost metrics.
• Validate data for accurate entity‑level billing and financial alignment.
• Utilize TMS/OnePoint data for trend analysis, service improvements, and cost optimization.

Skills

Team leadership

Vendor management

PMO governance

Project planning

Dashboards

MS Office

ServiceNow

Analytical skills

Stakeholder engagement

Education

Bachelor's degree

Tools

Power BI

MS Office

ServiceNow

TMS/OnePoint

Job description

We are seeking a structured and proactive Team Leader – Operations (Pan India) to support end‑to‑end operational services for a Global Capability Center (GCC). The role oversees a multi‑city team of 4–5 members and is responsible for day‑to‑day operations, vendor coordination, transportation and safety governance, and employee experience services

This role also plays a key part in project execution and PMO governance, including project planning, tracking milestones, maintaining dashboards, driving process improvements, and ensuring standardized operating practices across all India locations

Key Responsibilities

Team/ People Management:

• Lead, guide, and motivate a multi-city operations team; allocate tasks and conduct weekly performance reviews.
• Coach team members on SOP compliance, SLA monitoring, ticketing hygiene, vendor coordination, and RCA documentation.
• Plan team schedules, ensure backups, and maintain an escalation matrix for uninterrupted operations.
• Serve as the first escalation point for Pan India operational issues and drive timely resolution
• Drive small and consistent process improvements across locations to streamline operations
• Create and maintain project plans, trackers, and publish regular status updates (fortnightly/monthly).
• Promote standardized templates, SOPs, audit readiness, and disciplined documentation practices.
• Conduct RCA for operational deviations and implement corrective/preventive actions
• Support key projects related to employee experience, automation, optimization, and vendor rationalization
• Oversee SLA adherence, safety protocols, and operational hygiene across all transport activities
• Ensure strict compliance with women’s safety guidelines for night‑shift operations
• Analyze transport data, highlight exceptions, trends, and implement cost‑optimization measures

Transportation, Employee Safety and Security:

Snacks & Employee Experience Services

• Govern snacks/refreshment services Pan India ensuring quality, hygiene, and timely availability
• Consolidate employee feedback and drive improvements in service experience
• Oversee key vendor partners (transport, security, snacks) and ensure smooth coordination and uniformity across cities
• Verify vendor onboarding documentation, maintain KYC compliance, and track agreement renewals
• Review invoices and supporting documents for accuracy and ensure timely processing
• Support procurement activities and onboarding for new vendors
• Ensure vendors maintain compliance, conduct regular audits, and meet quality standards

Vendor Management and Governance

Data & Reporting

• Collate and maintain data such that it is ready for Pan‑India dashboards covering SLAs, ticketing performance and cost metrics
• Validate data for accurate entity‑level billing and financial alignment.
• Utilize TMS/OnePoint data for trend analysis, service improvements, and cost optimization

Requirements:

• Bachelor’s degree from an accredited institution
• 8–12 years in operations/administration/facilities, including 3–5 years team leadership
• Strong stakeholder engagement and vendor management skills
• PMO capabilities: project planning, trackers, status reporting, milestone governance
• Proficiency in MS Office; Power BI preferred
• Experience with ServiceNow or similar ticketing tools
• Strong analytical ability, attention to detail, and process discipline