Incident Management Group Lead

Incident Management Group Lead Department: Global Customer Support Employment Type: Full Time Location: Indonesia Description Team Leadership and Management. Operational Excellence. Cross-Functional Team Management. Process Improvement and Innovation. Key

Responsibilities Team Leadership and Management: • Lead, mentor, and develop a team of 20 - 30 professionals, fostering a high-performance culture and supporting individual career growth. • Set clear performance expectations, deliver regular constructive feedback, and conduct performance appraisals in alignment with organizational goals. • Manage team capacity, staffing, and resource allocation to ensure operational demands are met effectively. • Cultivate a collaborative and inclusive environment that promotes knowledge sharing, continuous learning, and team cohesion. Operational Excellence: • Implement and refine operational policies and procedures to meet and exceed service level agreements (SLAs) and key performance indicators (KPIs). • Monitor, analyze, and report on operational metrics and trends, identifying areas for improvement and executing action plans to boost efficiency and quality. • Conduct regular performance reviews and audits to ensure adherence to standards and drive consistent performance uplift. • Proactively address workflow challenges, resolve escalations, and ensure timely and effective problem resolution. Cross-Functional Team Management: • Collaborate closely with other departments such as HR, Training, Quality Assurance, IT, and Workforce Management to align operational activities and achieve shared goals. • Act as a liaison between frontline teams and support functions, ensuring clear communication, coordinated efforts, and streamlined workflows. • Facilitate cross-functional projects and initiatives to enhance end-to-end process efficiency and service delivery. • Represent team interests in cross-departmental meetings and contribute to organizational planning and strategy. Process Improvement and Innovation: • Identify, evaluate, and implement process improvements, automation, and best practices to increase productivity and quality while reducing costs. • Encourage a culture of innovation by empowering team members to propose and pilot new ideas, tools, and methods. • Stay current with industry trends, emerging technologies, and best practices to drive operational innovation and maintain a competitive edge. • Lead or contribute to change management initiatives to ensure smooth adoption of new processes and technologies. Skills, Knowledge & Expertise ● Experience: 4+ years in Operations Management or similar leadership roles, preferably in Customer Service, Ride-hailing industry. ● Availability: Must be open to rotational shifts ● Language : English Language Proficiency. ● Skills: Strong leadership and people management abilities. Excellent analytical and problem-solving skills. Proven experience in cross-functional collaboration and project management. Ability to drive process improvements and operational efficiencies. Effective communication and interpersonal skills. Proficiency in performance monitoring tools and MS Office/Google Workspace.