Ops Lead - Deal Ops
Virtusa
Operations Team Lead Role
The Team Lead will be responsible for managing a team of Associates/Senior Associates to deliver on Google's Deal Operations processes, including Order Management Product Fulfillment (OMPF) and Deal Management. The role requires strong people management, workflow expertise, and process governance to ensure SLA adherence, quality, and team productivity.
Key Responsibilities:
- Manage day-to-day operations for assigned workflow(s), ensuring SLA compliance (Productivity, Accuracy, TAT).
- Drive team huddles, daily governance checks, and workflow prioritization.
- Provide floor support to resolve process queries and act as SME for the team.
- Conduct regular RCA discussions for errors, implement corrective measures, and ensure compliance adherence.
- Maintain accurate reporting on productivity, shrinkage, and performance metrics.
- Conduct performance reviews, 1:1s, and coaching sessions to drive team engagement and effectiveness.
- Collaborate with Training, Quality, and Tools teams to improve delivery.
- Handle escalations at team level and ensure timely resolution.
Key Deliverables:
- SLA compliance for throughput, productivity, and timeliness.
- Team accuracy and error reduction in line with client expectations.
- 100% participation in governance forums and RCA loops.
- Improved team engagement, lower attrition, and skill development.
Qualifications & Experience:
Graduate with 5 to 8 years of experience in BPO/KPO, with 2 to 3 years in team management. Work Schedule: 18x7 rotation shifts Experience in Order Management, Deal Operations, or Contract workflows preferred. Strong people management, workflow governance, and client-handling exposure. Excellent written & verbal communication, coaching, and analytical skills.