Operations Leader - Finance Resource center - AP Help Desk

Role Overview: You will be leading a high-performing team as an Operations Leader - Front Desk Store Help at Lowe's, serving as the primary point of contact for both internal and external customers regarding Finance-related transactions and store operational inquiries. Your responsibilities will include managing interactions through various channels, ensuring timely and accurate resolutions, and maintaining revenue integrity and compliance standards. You will play a crucial role in analyzing performance data, identifying improvement areas, and implementing process enhancements to drive service excellence and operational success. Key Responsibilities: - Lead and manage a team of 7 Front Desk associates, providing guidance, coaching, and operational direction for handling inbound calls from store representatives. - Act as the escalation authority for high-risk scenarios, ensuring alignment with company policies and compliance standards. - Oversee daily call queue management, optimize staffing, allocate tasks equitably, and ensure consistent SLA adherence. - Collaborate with cross-functional stakeholders to resolve complex issues, define and monitor key performance indicators, and drive continuous improvement initiatives. - Analyze historical call volume trends, forecast workload, and establish clear, measurable team goals aligned with organizational priorities. - Monitor team performance in real-time, conduct call quality reviews, provide structured feedback, and drive continuous improvement through coaching. - Ensure strict adherence to internal controls, SOPs, compliance guidelines, and risk management standards applicable to store support operations. - Identify process gaps, lead continuous improvement initiatives, and recruit, onboard, and develop high-performing team members. Qualifications Required: - 8-10 years of overall professional experience in Operations, Shared Services, Contact Center, or Retail Support environments. - Minimum 2-3 years of direct people leadership experience managing a team, preferably in a call center or real-time support environment. - Bachelor of Commerce (Accounting & Finance) degree is mandatory. - Proven experience in managing inbound call operations, workforce planning, stakeholder management, and process improvement initiatives is essential. - Exposure to compliance frameworks, internal controls, and standard operating procedures in a corporate environment. - Retail industry or store support experience is highly preferred. Additional Company Details (if present): Lowes is a FORTUNE 100 home improvement company with total fiscal year 2024 sales exceeding $83 billion. Lowes India, the Global Capability Center, drives innovations in technology, business, analytics, and shared services strategy. The company is committed to social impact and sustainability, transforming home improvement retail through initiatives like the Catalyze platform. Role Overview: You will be leading a high-performing team as an Operations Leader - Front Desk Store Help at Lowe's, serving as the primary point of contact for both internal and external customers regarding Finance-related transactions and store operational inquiries. Your responsibilities will include managing interactions through various channels, ensuring timely and accurate resolutions, and maintaining revenue integrity and compliance standards. You will play a crucial role in analyzing performance data, identifying improvement areas, and implementing process enhancements to drive service excellence and operational success. Key Responsibilities: - Lead and manage a team of 7 Front Desk associates, providing guidance, coaching, and operational direction for handling inbound calls from store representatives. - Act as the escalation authority for high-risk scenarios, ensuring alignment with company policies and compliance standards. - Oversee daily call queue management, optimize staffing, allocate tasks equitably, and ensure consistent SLA adherence. - Collaborate with cross-functional stakeholders to resolve complex issues, define and monitor key performance indicators, and drive continuous improvement initiatives. - Analyze historical call volume trends, forecast workload, and establish clear, measurable team goals aligned with organizational priorities. - Monitor team performance in real-time, conduct call quality reviews, provide structured feedback, and drive continuous improvement through coaching. - Ensure strict adherence to internal controls, SOPs, compliance guidelines, and risk management standards applicable to store support operations. - Identify process gaps, lead continuous improvement initiatives, and recruit, onboard, and develop high-performing team members. Qualifications Required: - 8-10 years of overall professional experience in Operations, Shared Services, Contact Center, or Retail Support environments. - Minimum 2-3 years of direct people leadership experience managing a team, preferably in a call center