Operations Team Leader

The Opportunity  

We are seeking a North America Operations Team Lead to manage a team of Associate Analysts and Analysts. This role involves overseeing daily operations for benchmark data service, ensuring service excellence, mentoring team members, and collaborating with global counterparts to drive continuous improvement across the organization.  

Please Note: You will be required to work North America align hours. 

Key Responsibilities  

Team Leadership & Development  

• Lead, mentor, and support a team of Associate Analysts and Analysts.  
• Facilitate onboarding, training, and career development initiatives.  
• Promote team-building and knowledge-sharing activities.  

Operational Oversight  

• Ensure daily business-as-usual (BAU) tasks are completed to a high standard, aligned with KPIs and SLAs.  
• Monitor task prioritization based on client sensitivity, SLAs, and workload fluctuations.  
• Coordinate holiday coverage and daily task allocation with other Team Leads and the manager.  

Cross-Regional Collaboration  

• Partner with other regional Team Leads to share best practices and drive global consistency.  
• Support cross-regional knowledge transfer and collaboration.  

Issue & Incident Management  

• Monitor ongoing issues and ensure proper handovers.  
• Coordinate escalation paths and incident responses in collaboration with incident leaders.  

Stakeholder Engagement   

• Provide regular feedback and updates to management.  
• Manage client escalations effectively and professionally.  
• Identify and communicate areas for operational improvement.  

Required Qualifications:  

• Proven experience in people and regional team management.  
• Strong business acumen and client relationship skills.  
• Expertise in BAU oversight and SLA adherence.  
• Solid project and incident management capabilities.  
• Effective stakeholder engagement and communication skills.  
• Demonstrated ability to mentor and develop team members. 

Desired Experience: 

• Support experience or knowledge in Palantir Foundry or Databricks 

What We Offer:

Competitive Compensation & Benefits Transportation & Rice Allowance, Night Differential (20%), Meal Allowance for night shifts, Holiday Pay (100%), and Weekly GrabFood benefit for onsite work.

Leave & Flexibility: 20 days annual leave (pro-rated), 7 sick days (with flexibility), and 2 volunteer days.

Health & Well-being: Employee Assistance Program for mental health, life insurance, optional pension plan, and annual salary review with bonus eligibility.

Family Coverage: HMO for employee + 2 dependents, medical reimbursement (PHP 15,000/year), and coverage options for spouses/partners, children, siblings, and parents (up to age limits).