Manager I, MLD Ops, GO-AI

Role overview

Key responsibilities

• Lead, motivate, and manage a team of 20–25 employees; set and review individual and team performance goals.
• Manage workflows and meet SLA, operational, and quality KPIs, including APL, SPL, and quality scores.
• Generate performance reports; analyze data to identify trends, bottlenecks, and opportunities for improvement.
• Conduct quality checks and audits, arrange training, and coach associates.
• Translate organizational goals into team actions and promote continuous learning and career development.
• Prepare metrics and SOPs, create processes, and work with operations management and internal partners on improvements.
• Ensure compliance with company policies and build a high-performing team focused on quality output.

Basic qualifications

• Graduate or equivalent; basic qualifications also specify a bachelor's degree or four or more years of education or related field experience.
• At least four years of experience, including 18 months as a team leader or team manager.
• Strong leadership, team motivation, analytical ability, and confidence using data.
• Ability to prioritize tasks, schedule a team, manage time, and meet deadlines.
• Very good written and verbal English communication; strong presentation, feedback, and coaching skills.
• Hands-on MS Office experience; Excel and PowerPoint are preferred.
• Comfortable with 24x7 rotational shifts.

Additional skills

• Basic data handling and interpretation skills are required.
• Pulling data from databases and performing ad hoc reporting and analysis is a plus.
• Process improvement, workforce planning, and quality management are relevant to the role.

About the team