Supervisor (Operations)

Supervisor – Payments Operations

Pune- WFO

2 Shift Timings: (Should be flexible to manage for both)

• 12:00 AM – 9:00 AM

• 4:30 AM – 1:30 PM

The Supervisor is responsible for leading an operational team to ensure the efficient delivery of high-quality services aligned with business objectives, KPIs, and Service Level Agreements (SLAs). This role focuses on driving team performance, ensuring operational excellence, and delivering a seamless client experience.i The Supervisor manages day-to-day activities, develops team capability, resolves escalations, and collaborates with stakeholders while fostering a culture of continuous improvement.

Operations & Service Delivery

• Lead and manage day-to-day team operations to ensure productivity, accuracy, and efficiency.

• Monitor workloads, prioritize tasks, and allocate resources effectively to meet business demands.

• Ensure achievement of KPIs, SLAs, and operational performance targets.

• Track, analyze, and report team performance metrics to management.

• Act as an escalation point for complex, sensitive, or time-critical issues and ensure timely resolution.

People Management & Leadership

• Lead, coach, and develop a team to deliver consistent high performance.

• Set clear goals aligned with business objectives and conduct regular performance reviews and feedback sessions.

• Promote employee engagement, motivation, and a positive team environment.

• Identify development needs, create training plans, and support career progression and cross-training.

• Manage attendance, performance, and employee relations in line with company policies.

Quality & Continuous Improvement

• Ensure adherence to Quality Assurance standards.

• Perform quality checks, identify gaps, and implement corrective actions.

• Initiate and lead process improvement and efficiency initiatives.

• Maintain and update procedures to reflect current processes and requirements.

• Review processes and suggest the removal of repetitive or non-value-added requirements.

• Demonstrate an understanding of internal functional processes and high-level end-to-end (E2E) workflows.

Stakeholder Management & Communication

• Collaborate with internal teams and external stakeholders to ensure alignment and service effectiveness.

• Provide regular updates, reporting, and insights to senior management.

• Participate in cross-functional initiatives, projects, and strategic improvements.

• Communicate effectively on performance, risks, and improvement opportunities.

Change & Risk Management

• Support and lead change management initiatives within the team.

• Identify, manage, and escalate operational risks as appropriate.

• Ensure compliance with company policies, procedures, and regulatory requirements.

Key Skills & Competencies

Leadership & Management: Team leadership, coaching, and decision-making.

Operational Excellence: Understanding of KPIs, SLAs, and process improvement.

Communication & Collaboration: Stakeholder management and strong communication.

Personal Effectiveness: Organization, multitasking, and accountability.

Qualifications & Experience

• Bachelor’s degree in Business, Finance, or a