Service Team Lead II

Service Team Lead II Department: Community Operations Team: Community Operations Location: Hyderabad, India Type: Full-Time **About the Role** As part of the Community Operations, the Senior Team Lead of Team for Review Center will manage a team of 45-60 S2 Risk and Compliance Specialists or 15 to 20 production support SMEs to ensure goals and objectives are achieved with excellence. The Senior Team Lead is a strong people leader and a structured problem solver who has a love for process efficiency, and continuous improvement. The Sr. Team Lead must thrive in working with cross-functional teams at all levels inspiring changes and driving accountability. You will need to be deadline driven and comfortable communicating with multiple partners. At the core of it, you understand people and can empower teams to get results. **What the Candidate Will Do:** - **Team Leadership & Operations:**Manage a team of **45–60 Risk and Compliance Specialists** or **15–20 Production Support SMEs**, depending on business demand, and own end-to-end operational performance, delivery, and outcomes for the assigned Line of Business (LOB). - **SLA & Performance Management:**Own and manage **SLAs, KPIs, and operational metrics**, ensuring consistent performance against targets for quality, productivity, turnaround time, and compliance. Proactively identify risks to SLA attainment and drive corrective actions. - **Process Improvement & Operational Excellence:**Identify operational and structural gaps, drive continuous improvement initiatives, and enhance or build processes to improve efficiency, quality, and compliance. Encourage data-backed insights and lead improvement projects across the LOB. - **Program & Project Management:**Act as a key driver and point of contact for multiple initiatives within the Center of Excellence (COE), managing priorities, timelines, and cross-functional dependencies across the LOB. - **Problem Solving & Decision Making:**Resolve complex operational challenges using a structured, analytical, and calm approach, ensuring timely and effective solutions while maintaining quality and