Operations Supervisor - Incidence and Stakeholder Management , Quality Excellence, Risk Management - 6-9 Years - Indore

Responsibilities

• Team Leadership and Operations
• Lead a team , setting clear goals, KPIs, and performance expectations aligned to SLAs and partner commitments.
• Manage daily operations: queue oversight, case assignment, prioritization, and workload balancing across shifts/time zones.
• Conduct regular 1:1s, coaching, and skills development; deliver performance reviews and manage improvement plans as needed.
• Oversee onboarding and cross-training to maintain coverage and build bench strength.
• Monitor and report on productivity, quality, and SLA adherence; drive corrective actions where performance gaps exist.
• Coordinate workforce management inputs (scheduling, time-off planning, peak coverage) to ensure capacity aligns with forecasted volumes.
• Partner Relations and Stakeholder Management
• Serve as the primary operational point of contact for Partner Managers and key partner stakeholders.
• Run regular partner touchpoints (weekly/monthly reviews) covering KPIs, backlog, incident status, and upcoming changes.
• Maintain partner profiles, escalation paths, and communication cadences; ensure runbooks are current and distributed.
• Collaborate with Partner Managers, Sales, Operations, and Product/Tech to anticipate partner needs and align on joint action plans.
• Represent the support function in partner launches, migrations, and change initiatives, ensuring readiness and minimal disruption.
• Escalation and Incident Management
• Own the escalation ladder for partner-impacting issues: assess severity, mobilize response, and lead incident bridges.
• Ensure timely, clear communications (internal and external) including situation updates, ETAs, and post-incident summaries.
• Drive root cause analysis (RCA) and corrective/preventative actions; track follow-through to closure.
• Maintain 24x7 on-call rotation coverage as required; define thresholds for paging SMEs and leadership.
• Quality, Compliance, and Process Excellence
• Enforce adherence to SOPs, runbooks, and compliance requirements (e.g., data handling, audit controls).
• Lead quality programs: case QA reviews, coaching feedback loops, and error reduction initiatives.
• Identify and implement process improvements to reduce handling time, rework, and escalations; update documentation accordingly.
• Partner with Training/Enablement to keep the team current on product changes, policies, and tooling.
• Reporting, Analytics, and Planning
• Produce and review daily/weekly dashboards: volume, SLA performance, backlog aging, escalations, CSAT/NPS.
• Analyze trends to forecast demand, staffing needs, and risk windows; recommend adjustments to meet targets.
• Prepare partner- and leadership-ready reports, including RCAs, service reviews, and quarterly business reviews (QBRs).
• Cross-Functional Coordination and Tooling
• Liaise with Product/Engineering on defects, releases, and feature rollouts; ensure support readiness and feedback loops.
• Coordinate with Finance/Billing for credit/charge disputes impacting partners; ensure timely resolution and communication.
• Champion tooling improvements (ticketing, knowledge base, alerting) and ensure team adoption and data hygiene.
• Culture and Risk Management
• Foster a customer- and partner-centric culture focused on accountability, transparency, and continuous improvement.
• Proactively identify operational risks (capacity, knowledge gaps, systemic issues) and implement mitigations.
• Ensure business continuity plans are in place for peak periods and critical incidents.

Requirements

• Bachelor's degree or the equivalent combination of education, training, or work experience.
• People leadership: Coaching, feedback, performance management, conducting 1:1s, and developing skills/career paths.
• Operational execution: Queue management, case triage/prioritization, schedule adherence, and workload balancing across shifts/time zones.
• Escalation management: Quickly assess severity/impact, run incident bridges, coordinate cross-functional responders, and communicate clearly under pressure.
• Stakeholder management: Build strong relationships with Partner Managers and external partner contacts; align on goals, expectations, and communication cadences.
• Communication: Clear, concise written and verbal updates, including incident notices, RCAs, service reviews, and executive-ready summaries.
• Analytical thinking: Use data to spot trends, diagnose root causes, and drive actions that improve SLA, quality, and partner satisfaction.
• Process improvement: Lean/continuous improvement mindset to reduce handle time, errors, and rework; document and socialize SOP updates.
• Decision-making and prioritization: Balance urgent escalations with backlog health; make trade-offs that protect SLAs and partner outcomes.
• Training and enab

Benefits

Additional Information

Ready to take your career global? Make your mark at one of the biggest names in payments. We're looking for an Operations Supervisor to join our Worldpay International SMB - IP Management team and help us unleash the potential of every business.

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