Team Lead PO Desk & Operations

WPP Production; Gurugram District; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

WPP Production in India seeks an experienced Team Lead to manage a team handling PO Desk and related business operations. The role emphasizes people management, resource planning, workload allocation, SLA and quality controls, and stakeholder coordination.

Ideal candidates have strong team leadership in SLA-driven environments and experience in coaching, performance management, and driving process improvements across cross-functional teams.

Qualifications

• Must have strong team-handling experience in a SLA-driven setup such as BPO, KPO, GCC or shared services.
• Excellent ability to coach, review performance and develop teams.
• Experience in resource planning, workload allocation and capacity management.
• Proven track record in meeting SLA, KPIs, quality and productivity targets.
• Strong stakeholder management with escalation handling.
• Proficient in MS Excel, PowerPoint, Word and Outlook.
• Capable of owning root-cause analysis and corrective actions.
• Able to coordinate across Finance, Procurement, Marketing and Legal.

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 and team capabilities.
• Maintain skill matrices, backup plans and cross-skilling arrangements for continuity.
• Coordinate onboarding, training, system access readiness and transitions.
• Oversee intake, validation, PO coordination, documentation checks and supplier follow-ups.
• Monitor backlogs, ageing, turnaround times, risks and service-delivery gaps.
• Act as first escalation point for operational and stakeholder concerns.
• Collaborate with Finance, Procurement, Marketing, Legal and Operations.
• 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, controls, compliance and audit documentation.
• Support process changes, automation, system enhancements and UAT.

Skills

People management

Resource management

Capacity planning

Workload allocation

SLA management

KPI management

Quality

Productivity

Operations delivery

Stakeholder management

Escalation management

Coaching

Performance management

Capability building

Analytics

Reporting

Problem-solving

Decision-making

Communication

Tools

MS Excel

PowerPoint

Word

Outlook

Job description

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.