Lead - Digital Platform Support

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TMF Group is a leading global provider of high-value business services to clients operating and investing globally. We focus on providing specialized and business-critical financial and administrative services that enable our clients to operate their corporate structures, finance vehicles and investment funds in different geographical locations.

TMF India is a Great Place to Work, ISO & ISAE certified organization.

Discover the Role
The Team Lead – Support will lead a team of approximately 20 L1/L2 support professionals responsible for supporting the HRP (HR Platform) application. This is a people leadership and service delivery role where the focus is on managing the team, ensuring SLA adherence, handling escalations, driving operational excellence, and maintaining strong stakeholder relationships rather than hands-on technical development.

Key Responsibilities

Team Supervision

- Lead, mentor, and supervise a team of ~20 L1/L2 support executives across shifts
- Drive performance management: goal-setting, 1:1s, appraisals, and skill development plans
- Oversee attendance, shift rosters, leave planning, and attrition/backfill coordination
- Build a culture of ownership, accountability, and continuous improvement within the team

Operations & Process Management

- Own day-to-day support operations: ticket queues, SLA adherence, escalation handling, and turnaround times
- Monitor and report on key support metrics (SLA%, CSAT, ticket volume/aging, first-response/resolution times)
- Identify recurring issues and drive root-cause analysis and process improvements with relevant stakeholders
- Ensure adherence to defined support processes, knowledge base updates, and documentation standards
- Supervise escalations — both client-facing and internal — ensuring timely resolution and communication

Stakeholder & Communication

- Act as the primary point of contact between the support team and internal/external stakeholders (product, engineering, clients)
- Prepare and present regular performance/status reports to leadership
- Collaborate with cross-functional teams (Product, Engineering, QA) to relay recurring issues and feature feedback
- Handle client/stakeholder communication professionally during high-priority incidents

Training & Enablement

- Onboard and train new team members on support processes and tools
- Continuously upskill the team through coaching, refreshers, and knowledge-sharing sessions

Key Requirements

Required Skills & Experience

- Strong communication skills — verbal and written — with ability to interact confidently with stakeholders and clients
- Solid process orientation — comfortable defining, documenting, and enforcing SOPs, SLAs, and escalation matrices
- Proven experience leading/supervising a team (10+ team size preferred) in a support, operations, or service delivery environment
- Prior experience in L1/L2 support, helpdesk, or operations environment (application/product support experience is a plus, but not mandatory)
- Working knowledge of ticketing tools (e.g., Freshdesk, ServiceNow, Zendesk, Jira Service Management) or willingness to learn
- Data-driven mindset — comfortable working with dashboards, MIS reports, and SLA metrics
- Strong problem-solving and conflict-resolution abilities
- Bachelor's degree in any discipline; relevant certifications (ITIL, Six Sigma, etc.) are a plus

Experience

- Open to candidates with less overall experience but strong, demonstrated leadership capability (e.g., have led a shift/pod/small team even if total experience is on the lower side)
- Prior exposure to HR-tech, SaaS, or enterprise application support is a plus, not a prerequisite

Good to Have (Technical Skills)

- Basic working knowledge of Java — enough to read logs/code and coordinate effectively with engineering during escalations (not required to code)
- Familiarity with ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management) for incident, problem, and change management
- These are added advantages, not mandatory — the role is primarily a people/process leadership position

- Work Mode

- Hybrid / WFH flexible

- What We're Looking For (Soft Skills)

- A people-first leader who can motivate and retain a large team
- Calm under pressure, especially during escalations or high-ticket-volume periods
- Someone who can balance empathy for the team with accountability for outcomes
- Comfortable working with ambiguity and driving process where none exists yet

What’s in it for you?

Pathways for career development

- Work with colleagues and clients around the world on interesting and challenging work.
- We provide internal career opportunities, so you can take your career further within TMF.
- Continuous development is supported through global learning opportunities from the TMF Business Academy.

Making an impact

- You’ll be helping us to make the world a simpler place to do business for our clients.
- Through our corporate social responsibility program, you’ll also be making a difference in the communities where we work.

A supportive environment

- Strong feedback culture to help build an engaging workplace.
- Regardless of where you are in your career, TMF Group opens a world of opportunity where you will be part of our team and is supported in your global career journey.
- Our inclusive work environment allows you to work from our offices around the world, as well as from home, helping you find the right work-life balance to perform at your best.
- At TMF Group, it’s our people who make us who we are. Our company thrives on entrepreneurial spirit and is full of proactive people who combine enthusiasm with responsibility and accountability.

Other Benefits

- Anniversary & Birthday Leave policy
- Be part of One TMF
- Paternity & Adoption leaves
- Salary advance policy
- Work flexibility – Hybrid work model
- Talk about growth opportunities (we invest in talent)
- Well-being initiatives

We’re looking forward to getting to know you!