The purpose of the role is to drive operational performance in sourcing with a focus on lead generation and validation metrics. The manager is responsible for managing daily operational targets to ensure consistent delivery and maintaining strong client relationships through structured weekly, fortnightly, and monthly progress reporting. The role also includes recruiting, onboarding, and conducting performance appraisals for internal associates, as well as ensuring full alignment with client policies by updating and disseminating guidelines across the team.

Oversee verification and quality of processed cases

Act as checker for critical cases and manage escalation queues

Monitor daily absenteeism and ensure productivity continuity

Allocate workloads based on case complexity and risk

Develop strategies for clean-up activities and process optimization

Validate client/vendor reports and team queries

Collect dashboard requirements and prepare performance review decks

Track daily operations, analyze service delivery, and highlight process variances

Conduct audit reviews, initiate corrective actions, and maintain SLA adherence

Conduct knowledge transfer and product/market training sessions

Handle edge cases and contribute to policy refinement

Lead calibration and quality alignment sessions across reviewers

Share best practices and promote continuous improvement culture

Allocate tasks and workflows, ensuring coverage across sub-processes

Conduct team building, coaching, and performance appraisals

Identify training needs and deliver refresher/process training

Manage attrition, absenteeism, and early warning indicators

Support recruitment and onboarding, including KT sessions for new members

Act as primary contact for internal/external customers for process deliverables

Provide updates, reports, and performance metrics to customers

Resolve customer escalations and gather feedback to feed into improvement loops

Ensure optimal resource utilization via cross-training and buffer planning

Interface with cross-functional teams to secure support and alignment

Lead program delivery ensuring adherence to timelines, quality, and client expectations

Travel readiness: up to 10% (domestic/international)

Education: Bachelor’s degree preferred

Tools: Familiarity with CRM systems, MS Excel, PowerPoint, QA/QC exposure

Team Manager - Testing Operations

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