Incident Management Group Lead – Pakistan
Team Leadership and Management:
- Lead, mentor, and develop a team of 20 – 30 professionals, fostering a high-performance culture and supporting individual career growth.
- Set clear performance expectations, deliver regular constructive feedback, and conduct performance appraisals in alignment with organizational goals.
- Manage team capacity, staffing, and resource allocation to ensure operational demands are met effectively.
- Cultivate a collaborative and inclusive environment that promotes knowledge sharing, continuous learning, and team cohesion.
- Implement and refine operational policies and procedures to meet and exceed service level agreements (SLAs) and key performance indicators (KPIs).
- Monitor, analyze, and report on operational metrics and trends, identifying areas for improvement and executing action plans to boost efficiency and quality.
- Conduct regular performance reviews and audits to ensure adherence to standards and drive consistent performance uplift.
- Proactively address workflow challenges, resolve escalations, and ensure timely and effective problem resolution.
- Collaborate closely with other departments such as HR, Training, Quality Assurance, IT, and Workforce Management to align operational activities and achieve shared goals.
- Act as a liaison between frontline teams and support functions, ensuring clear communication, coordinated efforts, and streamlined workflows.
- Facilitate cross-functional projects and initiatives to enhance end-to-end process efficiency and service delivery.
- Represent team interests in cross-departmental meetings and contribute to organizational planning and strategy.
- Identify, evaluate, and implement process improvements, automation, and best practices to increase productivity and quality while reducing costs.
- Encourage a culture of innovation by empowering team members to propose and pilot new ideas, tools, and methods.
- Stay current with industry trends, emerging technologies, and best practices to drive operational innovation and maintain a competitive edge.
- Lead or contribute to change management initiatives to ensure smooth adoption of new processes and technologies.
- Experience: 4+ years in Operations Management or similar leadership roles, preferably in Customer Service, Ride-hailing industry.
- Availability: Must be open to rotational shifts
- Must be open to work in Hybrid model (Remote+office)
- Language : English Level or Regional Language Proficiency.
- Skills:
- Strong leadership and people management abilities
- Excellent analytical and problem-solving skills
- Proven experience in cross-functional collaboration and project management
- Ability to drive process improvements and operational efficiencies
- Effective communication and interpersonal skills
- Proficiency in performance monitoring tools and MS Office/Google Workspace
