Associate - Process Lead

Key responsibilities Team leadership and people management Supervise a team across one large site or multiple smaller sites Hire, onboard, coach, and develop team members; drive performance through regular feedback, coaching, and performance reviews Allocate resources, schedule shifts, and manage day-to-day workload to meet service levels Shift and operations management Manage day and night shifts; ensure smooth handoffs between shifts Monitor and adjust staffing to meet inbound/outbound processing targets Drive adherence to safety, quality, and process standards (4M/5S audits) Delivery and performance improvement Oversee end-to-end delivery operations; ensure on-time, accurate order processing and escalation handling Track key delivery metrics (throughput, cycle time, on-time delivery, defect rate) Identify bottlenecks, implement improvements, and sustain delivery performance Customer escalation handling Be customer-obsessed; address and resolve escalations promptly Communicate root causes and corrective actions to customers and internal stakeholders Implement measures to prevent recurrence and improve customer experience Process optimization and compliance Continuously improve delivery processes; implement lean practices (4M/5S) Ensure compliance with company policies, safety rules, and regulatory requirements Training and development Create and execute training plans; upskill team on tools, procedures, and safety Promote a culture of accountability and continuous learning