Operations Team Lead

Team Leader – Operations | Mumbai (Thane) | Quantanite

Full-Time
• Onsite (WFO)
• Growth Opportunity in a Global Organisation

About Us

Quantanite is a global customer experience and digital solutions partner that blends cutting-edge AI with a strong human touch. Headquartered in London and operating across four continents, our 2,000-strong team helps some of the world's fastest-growing brands scale smarter, work faster, and deliver better service — every time.

We're not your typical outsourcing company. We believe great service is built on two things:
smart tech and even smarter people
. Whether it's through our proprietary AI tools like MöBIUS or our collaborative, people-first culture, we empower our teams with the training, tools, and trust they need to make a real impact. If you're passionate about leading people, driving performance, and shaping exceptional customer experiences, this role offers a strong platform for growth within a fast-moving global organisation.

Position Overview

The
Team Leader – Operations
is responsible for managing a team of associates supporting one of Quantanite's key clients. Reporting to the Operations Manager, you'll oversee daily performance, ensure SLA and KPI achievement, and create a positive experience for both employees and clients.

This is a hands-on leadership role that requires strong people management, operational discipline, and a commitment to Quantanite's values.

This role is fully onsite (WFO) in Mumbai.

Key Responsibilities

Core Operations

• Oversee daily planning, workflow execution, and team performance
• Ensure consistent achievement of SLAs, KPIs, and quality standards
• Conduct regular coaching, feedback sessions, and performance discussions
• Monitor compliance with all company policies and operational processes
• Drive training and development plans for team members
• Apply Quantanite's performance and disciplinary frameworks fairly and consistently

Leadership & People Development

• Motivate, mentor, and support your team to build a high-performance culture
• Role-model Quantanite's values and promote operational excellence
• Support onboarding and integration of new team members

Client Support & Continuous Improvement

• Assist the Operations Manager in identifying risks, gaps, and opportunities
• Escalate issues appropriately after exhausting internal channels
• Maintain strong client satisfaction through accurate and proactive delivery

Compliance & Reporting

• Ensure strict adherence to data protection, confidentiality, and information security standards
• Support and conduct WBRs (Weekly Business Reviews) and MBRs (Monthly Business Reviews)
• Maintain accurate reporting and performance metrics for internal and client-facing use

Qualifications

Essential

• Graduate degree from a recognised university/institute
• 2–3 years' experience in operations, team leadership, or a similar supervisory role
• Strong computer literacy (MS Office, spreadsheets, presentations)
• Solid process knowledge, strong cognitive ability, and results-oriented mindset
• Experience conducting MBRs/WBRs and supporting client onboarding
• Excellent English communication skills (advanced reading, writing, listening, and speaking)
• Strong skills in problem-solving, decision-making, coaching, empathy, and people management

Preferred

• Experience in BPO or customer experience environments
• Familiarity with workflow tools, CRM systems, or onboarding software
• Additional Indian or international language proficiency

What We Offer

• Work Model:
  Full-time, onsite (WFO) at our Mumbai delivery centre
• Development:
  Leadership training, structured career pathways, and continuous learning
• Culture:
  Inclusive, supportive, and people-first environment where performance is recognised
• Benefits:
  Market-aligned compensation, health benefits, and cross-regional collaboration opportunities

Quantanite is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.