Operations Team Lead

Team Leader - Recruitment Administration.

Work Location: Pune

Shift: 24*5 Rotational Shift.

Work Model: WFO

About Us

We are AMS. AMS is a global total workforce solutions firm founded in 1996. We enable

organizations to thrive in an age of constant change by building, reshaping, and optimizing

workforces. We do this through talent acquisition and contingent workforce management,

internal mobility and skills development, and talent and technology advisory services. Our

solutions are delivered by our 10,000+ experts who live our passionate, bold, and authentic

values.

At AMS India, we deliver customized RPO solutions across to global brands in Consumer, Digital &

Technology, Engineering & Industrials, Investment, Retail Banking, Insurance, Pharmaceutical &

Life Sciences, Professional Services. AMS India has 1,300+ employees and offices in 5 cities in the

country. We bring a deep understanding of the local market, and we use that with the best

international practices that AMS has to offer to deliver integrated solutions.

AMS – Global Talent Acquisition Partner | RPO & CWS

Purpose and Position in Organisation

The Team Leader provides line management and leadership for a team of administrators, to

ensure they are meeting their relevant targets, KPIs and quality thresholds to drive value for the

client and AMS. They deliver excellent administration services to the client in line with agreed

service levels, acting as the custodian of efficiency, quality and candidate and client experience.

The Team Leader provides line management and leadership to their team, driving engagement,

retention, and well-being. They role model the AMS behaviours and drive team development

Performance Outcomes / Accountabilities

• Conduct regular meetings with key stakeholders and 1:1s with team members, including

quarterly performance and development conversations.

• Maintain voluntary attrition below 20% (subject to local nuances).

• Achieve agreed % increase in MyAMS engagement score.

• Keep operations manual and documentation up-to-date and coherent.

• Ensure agreed % accuracy in data, reporting, and systems.

• Drive team adherence to contractual obligations.

• Deliver continuous improvement projects with proven efficiency gains.

• Meet productivity targets and deliver tasks within SLAs/KPIs.

• Ensure compliance with policies, procedures, and ISO standards.

• Complete mandatory trainings

• Maintain customer satisfaction and service level compliance.

• Foster partnerships with clients and stakeholders through effective collaboration.

• Promote efficient usage of digital automation and technology.

Key Responsibilities

• Support administrators in meeting targets/SLAs and act as an escalation point for process

challenges.

• Provide oversight of administration services as guardians of quality and experience.

• Mentor administrators to deliver services and build strong partnerships.

• Maintain team morale and well-being in an inclusive environment.

• Manage induction, objective setting, performance, development, and succession planning.

• Conduct regular communication, including 1:1s and virtual team sessions.

• Act as an escalation point between administrators and managers.

• Ensure service delivery aligns with contractual obligations and SLAs.

• Review demand forecasts and manage team capacity.

• Ensure compliance through ISO processes and risk identification.

• Lead continuous improvement initiatives and support new wins, scope expansion, and

transformation.

• Build strong internal and external stakeholder relationships through regular engagement.

• Ensure trackers and systems are maintained and utilized effectively.

• Drive efficient usage of digital automation and technology.