Role Summary

• The Real Time Operations Team Lead is responsible for driving operational excellence by ensuring adherence to service level agreements (SLAs), leading process improvement initiatives, overseeing day-to-day operations, and providing effective leadership across the Team. The role combines operational oversight, coaching, and stakeholder management to ensure the accurate, timely, and consistent execution of business-critical tasks.

Key Responsibilities

• Oversee daily Team operations and ensure SLAs and operational targets are consistently met.
• Manage operational escalations and coordinate with stakeholders to resolve high-impact issues promptly.
• Make operational decisions in line with business goals, processes, and quality standards.
• Keep management updated on team performance, key issues, risks, and operational developments.
• Support workforce planning and ensure adequate team coverage based on business needs.
• Conduct quality audits to ensure process compliance and maintain required quality standards.
• Coach team members and provide regular feedback to support performance and development.
• Identify and implement process improvements to improve efficiency, accuracy, and service quality.
• Monitor operational performance, prepare reports, and share key insights with management.
• Promote accountability, teamwork, continuous improvement, and operational excellence.
• Perform any other operations-related tasks as required.

Requirements

• Bachelor’s degree or equivalent.
• Experience in operations and team leadership within a fast-paced environment.
• Strong leadership, coaching, and stakeholder management skills.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication, organization, and time management skills, with the ability to prioritize multiple tasks.
• Proficiency in Google Sheets and reporting tools.
• Strong attention to detail and commitment to quality.
• Ability to work independently and collaborate effectively with cross-functional teams.
• Continuous improvement mindset with the ability to identify and implement process improvements.
• Positive attitude, adaptability, and ability to work effectively under pressure.
• Interest in leveraging emerging technologies, including AI and automation, to drive operational efficiency and continuous improvement.