Relay Human Cloud India
Website:
relayhumancloud.com
Job details:
About Relay Human Cloud
Relay Human Cloud enables growing businesses to scale efficiently with dedicated remote teams based in Mexico, Honduras, India, and the Philippines. Our unique staff augmentation model gives you full control over your team while we manage the infrastructure, compliance, and day-to-day operations. Unlike traditional BPOs, Relay offers a flexible model tailored to your specific needs. Whether you’re expanding operations, support functions, or back-office capabilities, we streamline remote hiring and ensure long-term team performance. With rapid onboarding and access to a diverse global talent pool, we help build high-impact teams across accounting, operations, HR, marketing, data, and more. Relay simplifies global team building without compromising on quality. Let’s build your team, your way.
Job Summary
We are seeking a dynamic and results-driven Operational Team Lead – Corporate to oversee service delivery for US-based clients while managing and scaling a high-performing team in the India region. This role is responsible for end-to-end team leadership, client satisfaction, operational excellence, and continuous improvement. The ideal candidate will combine strong people leadership, client management, and operational expertise to drive performance, ensure service quality, and support organizational growth.
Key Responsibilities
Team Leadership & People Management
- Lead, manage, and mentor a regional team delivering services to US-based clients.
- Drive team engagement, performance, and retention with full ownership and accountability.
- Conduct regular performance reviews, coaching sessions, and provide transparent feedback.
- Foster a high-performance culture focused on collaboration, accountability, and growth.
Client Management & Escalation Handling
- Act as the primary escalation point for clients and internal teams.
- Ensure timely resolution of issues while maintaining strong client relationships.
- Proactively communicate with clients to understand evolving needs and expectations.
Operational Excellence & Delivery
- Track, manage, and drive KPIs across performance, quality, productivity, and team satisfaction.
- Ensure consistent service delivery through SOPs, QA frameworks, and standardized processes.
- Monitor deliverables, identify gaps, and implement corrective actions.
Cross-Functional Collaboration
- Partner with Sales, Customer Success, and HR teams to support:
- Client onboarding and implementations
- Workforce planning and staffing
- Account growth and retention
- Team scaling in the India region
Process Improvement & Strategy
- Identify and implement process improvements and operational efficiencies.
- Introduce best practices, automation, and scalable workflows.
- Contribute to strategic initiatives for operational expansion and excellence.
Scaling & Implementation
- Support new client implementations and transitions.
- Drive workforce readiness planning for new and expanding accounts.
- Play a key role in scaling operations aligned with India growth strategy.
Required Skills & Competencies
- Strong leadership and team management skills.
- Excellent verbal and written communication skills, especially with global stakeholders.
- Proven ability to manage multiple priorities in a fast-paced environment.
- Strong analytical skills with experience in KPI tracking and performance management.
- Problem-solving mindset with a proactive approach.
- Experience in process improvement, SOP creation, and quality frameworks.
Qualifications & Experience
- Bachelor’s degree in Business Administration, Operations, Finance, or a related field (Master’s preferred).
- 5–8+ years of relevant experience in operations, service delivery, or team leadership roles.
- Experience working with US-based clients or global delivery models is highly preferred.
- Prior experience in scaling teams or managing regional operations is a strong advantage.
Why Join Relay Human Cloud? ✨
🌍 Opportunities to work with global clients
🤝 Dynamic and collaborative work environment
⚖️ Excellent work-life balance – 5-day workweek
🩺 Comprehensive health & accident insurance
🌴 Generous paid time off and holidays
🍽️ Complimentary lunches & dinners
🏆 Quarterly, Semi-Annual & Annual recognition, rewards, and giveaways
📚 Employee development programs – Communication, Soft Skills, and more
🎉 Vibrant cultural events – Fun Fridays, Month-End Celebrations, Sports Tournaments, and Festival celebrations
🎯 Excellent Employee Referral Program
Click on Apply to know more.