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Job description
Role:
The Team Lead will be responsible for managing a team of Associates/Senior Associates to deliver on Googles 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.
Qualification
JOB DESCRIPTION
Skill – Deal Ops Lead
Role / Tier: - Deal Ops Lead / Tier 2
Job Description
The Team Lead will be responsible for managing a team of Associates/Senior Associates to deliver on Googles 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.
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.
Key job details
About Virtusa
Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 27,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.
Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.
Virtusa is an Equal Opportunity Employer. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state or local law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government-issued ID during each interview. All candidates must be authorized to work in the USA.
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