Team Lead

Contract Type: Full time, Permanent
Location: Noida

JOB OVERVIEW

The Team Lead is responsible for driving operational excellence, productivity, and quality outcomes for an assigned sub-region. This role ensures adherence to SLAs and turnaround times while managing team performance, resolving escalations, and fostering a high-performance, collaborative culture. The Team Lead works closely with Operations Managers, Sales teams, Quality, and Knowledge Management (KM) stakeholders to support business goals and continuous improvement.

ABOUT THE ROLE

Operational & Productivity Management

• Manage daily productivity and application volume processing in line with defined SLAs and turnaround times (TAT).
• Monitor quality performance against established benchmarks and maintain internal quality trackers.
• Oversee team boards and conduct daily board walks to drive performance visibility, accountability, and transparency.
• Conduct audits for coordinators in the bottom quartile based on quality scores and implement corrective and improvement actions.

 Query & Escalation Management

• Manage end-to-end query handling for assigned sub-regions, escalating unresolved or complex queries to the Knowledge Management (KM) team as required.
• Handle escalations and processing delays, ensuring timely resolutions with minimal TAT.
• Perform Root Cause Analysis (RCA) for recurring issues and share insights with relevant stakeholders.

Team & Resource Management

• Conduct regular one-on-one meetings, performance discussions, and feedback sessions with team members.
• Manage shift planning, shrinkage, and overtime (OT) rosters for the sub-region, ensuring all changes are communicated at least 24 hours in advance to the operations support team.
• Support Operations Managers in achieving conversion and productivity goals through effective workforce planning and execution.

Collaboration & Stakeholder Engagement

• Participate in weekly meetings and cadence calls with Sales teams as per sub-region requirements.
• Maintain strong communication and alignment with RPRM and Sales stakeholders, ensuring adherence to agreed SLAs and operational commitments.
• Act as a point of contact for operational updates, risks, and performance metrics for the sub-region.

Training & Quality Alignment

• Ensure team adherence to training calendars and mandatory learning programs.
• Proactively identify skill gaps and training needs and communicate them to the KM team.
• Partner closely with Quality teams to address gaps, improve outcomes, and reinforce quality standards
•  People Development & Culture Building
• Drive people development initiatives, including coaching, mentoring, and performance improvement plans.
• Promote a positive, inclusive, and high-performance culture within the team.
• Encourage collaboration, ownership, and continuous improvement across the sub-region.

ABOUT YOU

• Prior experience in operations or service delivery roles
• Experience managing teams with SLA-driven deliverables
• Exposure to quality management, audits, and escalation handling

ABOUT US

Study Group is a leading international education provider that is dedicated and passionate about helping students around the world, creating a brighter future and reaching their full potential. With university partnerships and a variety of face-to-face, online, and hybrid study programmes, we are able to provide students with the resources and guidance they need to succeed. Our global network of offices and university partnerships ensure that students receive the best educational services available. Additionally, our Insendi platform enables us to deliver innovative, accessible, and intuitive digital learning experiences with the most advanced digital tools available.

ORGANISATIONAL COMPLIANCE

Study Group is proud of its high standards in safeguarding and recognises its importance in enabling the best possible student experience and outcomes. For successful applicants, the following checks will be conducted- Criminal Background Check (country-specific), x2 References, ID and Right to Work checks as well as Education Verification.
We are proud to be an equal-opportunity employer and we strive to create a diverse and inclusive workplace. We are committed to providing equal opportunities for all individuals, regardless of race, gender, religion, nationality, or any other factor. We believe that the best person for the job should be selected based on skills and experience alone. Your information will be kept confidential and stored securely. Please see our .