Job
Description
As an Associate Lead at GlobalLogic, you will be responsible for managing a team of 25+ members to ensure the consistent delivery of high-quality outcomes aligned with client-defined Service Level Agreements (SLAs). Your role will require strong leadership, analytical, and interpersonal skills to drive team performance, maintain process excellence, and cultivate a positive and high-energy work environment. **Key Responsibilities:** - Lead and manage a team of 25+ associates, ensuring adherence to SLAs, quality benchmarks, and productivity targets. - Conduct daily team briefings, status meetings, and communicate new product updates, policy changes, and procedural improvements. - Monitor and manage associate escalations, providing timely coaching and constructive feedback to enhance individual and team performance. - Conduct 1-on-1 sessions with team members to discuss performance metrics, career aspirations, and feedback. - Facilitate quarterly and self-appraisals, using stack ranking and defined KPIs for fair and transparent evaluations. - Drive continuous improvement initiatives within the team to enhance overall efficiency and output. - Deliver all process SLAs, including Quality, Productivity, Production, Shrinkage, TAT, and Tool Utilization metrics. - Maintain, monitor, and review daily process reports and dashboards for accurate tracking and reporting. - Assign, track, and prioritize daily tasks across the team based on operational needs and business priorities. - Identify potential process bottlenecks and collaborate with stakeholders to develop effective solutions. - Perform quality audits, identify gaps, and provide actionable quality feedback to the team. - Serve as the point of contact for cross-functional coordination and client communication. - Ensure seamless information flow within the team and maintain consistent alignment with leadership and client expectations. - Foster a positive and collaborative team culture that balances performance excellence with engagement and "fun at work." - Display strong interpersonal skills, maintaining composure, confidence, and empathy in handling sensitive or challenging situations. - Encourage a proactive learning culture by sharing knowledge of new concepts, process improvements, and tools. - Lead by example with a positive attitude, resilience under pressure, and a commitment to team success. **Qualifications Required:** - 3 - 8 years of experience in operations or process management, including at least 2 years in a team lead/associate lead capacity. - Proven experience in handling 25+ team members in a high-performance environment. - Strong understanding of SLAs, quality metrics, and performance reporting. - Excellent verbal and written communication and presentation skills. - Demonstrated ability to analyze performance data, identify improvement areas, and implement corrective measures. - Skilled in coaching, feedback, and conflict resolution. - Proficient in MS Excel, Google Sheets, dashboards, and reporting tools. - Proactive, adaptable, and able to lead under pressure in a fast-paced, dynamic environment. - Must possess any graduation degree (Must have Provisional Certificate & Consolidated Marks Memo). - Must be willing to work from the office & in rotational shifts (5 Working Days & 2 Week Offs). - Must be ready to join immediately. At GlobalLogic, you will experience a culture of caring, continuous learning and development opportunities, interesting and meaningful work, balance and flexibility, and a high-trust organization committed to integrity and trust. Join our team and be a part of our journey in transforming businesses and redefining industries through intelligent products, platforms, and services.,
