Team Manager role

Designation : Team Manager (TM)

Business Vertical : IOA

Reporting Manager : Service Delivery Manager (SDM)

Location : Bangalore (Work from Home)

Typical Background : 7–10+ years in HR Service Delivery / HR PMO / Knowledge Management, leading content or QA teams; strong governance & stakeholder management

Role Purpose

Own delivery outcomes (quality, safety, TAT), enforce policy‑true standards, and run governance with client POCs (Product & VMO). Lead calibration, reporting, and continuous improvement.

Core Responsibilities

• Set quality goals (Correctness, Helpfulness, Safety) and run the calibration & sampling plan across Rating & Writing.
• Approve policy‑sensitive content; make final calls on escalations with HR SMEs.
• Publish weekly WBR dashboards (Quality, Safety, TAT, productivity) and lead RCAs on misses with clear CAPA.
• Manage capacity & load balancing across pods; maintain trained buffer per contract expectations.
• Govern change control (rubrics, templates, gold sets), risk logs, and dependencies with client teams.
• Lead cross-pod alignment on rubric interpretation and edge-case handling; ensure consistency in judgment.
• Anchor policy fidelity in content workflows; ensure AI-generated outputs reflect HR SOPs and compliance standards.
• Drive reviewer upskilling and readiness; build a bench of policy-literate QA talent.
• Partner with client Product and VMO teams to phase in policy changes and close feedback loops with model trainers.
• Maintain audit readiness through traceable decision logs, escalation records, and version-controlled QA assets.

Must-Have Experience

Minimum Qualifications

Skills Required

Knowledge Management, HR Systems, Safety, hr service delivery