Team Lead - Retail Operations

TMS Global are a wholly owned subsidiary of DS Smith PLC, a FTSE100 listed multi-national packaging and display manufacturing business who are a leading global provider of corrugated packaging solutions. TMS Global specialise in the outsourcing of retail display, print and packaging for a variety of global customers and are active in 97 markets globally and we are made up of just over 300 people.

About the Role

As our Retail Operations Team Lead, you will play a vital role in our established shared service centre of excellence in Gurgaon. In this role you will manage the Retail Operations Team, ensuring all global backend administrative tasks related to retail transactions are processed accurately, compliantly, and within agreed timelines.

This role offers an ideal balance, with 3 days remote and 2 days onsite to align with EU operational hours.

Key responsibilities include:

• Lead and mentor the Retails Operations team to achieve performance goals and maintain high service standards.
• Allocate tasks and monitor progress to ensure timely completion.
• Ensure all backend administrative tasks are processed accurately, in compliance with company policies.
• Maintain agreed SLAs and KPIs for operational activities.
• Collaborate with Client Services team to resolve escalations and conduct investigations.
• Manage global stakeholders to ensure customer satisfaction and delivery against requirements.
• Work closely with the Head of Shared Service Centre to identify and implement process efficiencies.
• Identify opportunities for automation and process optimization.
• Support audits and reviews.

About You

If you thrive on providing exceptional service and can lead a team that not only delivers, but exceeds on their commitments, then this is an outstanding opportunity for you. You will possess outstanding communication and interpersonal skills and have the ability to drive process improvements and efficiency.   

The ideal candidate will possess the following skills and experience:

• Experience of working in a retail operations, transaction processing, or back-office administration environment.
• A proven track record of managing and leading teams to deliver excellence.
• Demonstrable experience of managing global stakeholders in a matrix environment.
• Experience of print management, packaging and display would be advantageous.
• You will be technically savvy with competence across the Microsoft Office suite including strong Excel skills.
• Fluency in both spoken and written English is essential.
• Exceptional attention to detail and proficient in process mapping and improvement.

The successful candidate will be detail-oriented, able to follow processes, and have a track record of taking initiative.

If this role sounds like an exciting challenge and you feel you have the skills and experience to succeed, then please get it touch!

“To achieve our aim of being among the most successful, sustainable and responsible companies in the world, we aim to build a diverse, motivated, and engaged workforce. Our goal is to create a culture of inclusion where everyone is treated fairly, differences are valued, and everyone has an equal opportunity to succeed.

Our people come from diverse backgrounds, bring different perspectives, ideas and experiences to generate unique solutions focused on present and future sustainability challenges. We welcome all candidates to apply, even those not meeting all criteria.”