Delivery Operations Team Lead-Voice

Skill required Next Generation Customer Operations - Customer Service Technology Designation Delivery Operations Team Lead

Qualifications Any Graduation Years of Experience 7 to 11 years Language Ability English (International) - Expert What would you do? This person will support global payment processing activities and serve as a coordination point between internal teams, client stakeholders, and international academic institutions.

Reporting to the Manager – Payment Operations, this role focuses on timely execution of payments, accuracy of data, effective documentation, and maintaining transparency across all operational workflows. The Payment Operations Lead will help drive process improvements, support escalations, and manage day‑to‑day tracking, reporting, and stakeholder communication to ensure smooth global operations and also be responsible for leading the team to success. What are we looking for?

Educational Qualification: Bachelor’s degree required (preferred in Finance, Business, Economics, Operations, or quantitative fields). Professional Experience: 7-11 years of experience in consulting, operations, finance, payment processes, or related fields. Experience working with cross‑cultural or global teams is an added advantage. Technical and analytical skills: Proficiency in creating and maintaining pivot tables, formulas, reconciliations, basic automation.

Ability to manage and maintain operational spreadsheets, trackers, and dashboards. Basic understanding of financial processes, regulatory concepts, and operational controls. Communication and collaboration skills to lead the team and liaise with leadership. Strong command of the English language – written and verbal. Ability to collaborate effectively with internal teams and external stakeholders. Good documentation and presentation skills to support reporting

requirements. Roles and

Responsibilities Payment processing and operational execution: drive the team to perform end‑to‑end processing of global payments in alignment with established SOPs and compliance standards. Ensure timely execution of payments within defined SLAs and accuracy benchmarks. Maintain daily trackers, dashboards, and status logs to support operational visibility and reporting.

Stakeholder support and coordination: support communication and coordination with global academic institutions, internal teams, and client stakeholders regarding payment status, required documentation, or escalations. Respond promptly to routine queries related to payment progress, data discrepancies, and documentation needs, keeping management and seniors in the loop. Assist the ops head by preparing updates, reports, and summaries for client discussions.

Process governance and documentation: ensure the team is up‑to‑date with process documentation including SOPs, STPs, checklists, and workflows. Identify basic operational issues and propose initial corrective steps for review by the management. Help conduct preliminary root cause analyses (RCAs) for discrepancies, escalating complex issues appropriately.

Data management and reporting: manage and ensure timely updation of operational spreadsheets, trackers, and logs with high accuracy. Support creation of performance metrics, throughput dashboards, and weekly/monthly reports. Ensure data integrity while working with large datasets and performing routine checks. Compliance and quality assurance: ensure that all payment activities by the team adhere to local and global regulatory

requirements. Participate in internal audits, documentation reviews, and compliance checks in sync with the management. Support review of contracts and agreements by preparing required information and documentation. #J-18808-Ljbffr. Compensation: 1.200000 - 1.800000.