Innovate in Bengaluru

This position is based at our on-site office in Bengaluru. Lowe's offers an ultramodern work environment, complete with cutting-edge technology, collaborative workspaces, an on-site gym and clinic, and other perks to enhance your work experience. 

About Lowe’s
Lowe’s is a FORTUNE® 100 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2024 sales of more than $83 billion, Lowe’s operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowe’s supports the communities it serves through programs focused on creating safe, affordable housing, improving community spaces, helping to develop the next generation of skilled trade experts and providing disaster relief to communities in need. For more information, visit Lowes.com.

About Lowe’s India

Lowe’s India, the Global Capability Center of Lowe’s Companies Inc., is a hub for driving our technology, business, analytics, and shared services strategy. Based in Bengaluru with over 4,500 associates, it powers innovations across omnichannel retail, AI/ML, enterprise architecture, supply chain, and customer experience. From supporting and launching homegrown solutions to fostering innovation through its Catalyze platform, Lowe’s India plays a pivotal role in transforming home improvement retail while upholding strong commitment to social impact and sustainability. For more information, visit Lowes India

About the Team

The Accounting Department is responsible for ensuring accurate financial management across various functions, including Customer Payments Accounting, Cost and Margin Analysis, Vendor Set-Up and Maintenance, Expenses Payables, Invoice Processing and Capital Assets, and Inventory Accounting. This role involves maintaining and reconciling the General Ledger, ensuring the reporting of accurate balances of P&L and Balance Sheet, processing invoices, and supporting comprehensive Reporting and Analytics to guide business decisions. The department also plays a key role in transforming IT tools and systems to streamline accounting processes, improve data accuracy, and enhance overall efficiency, contributing to the company’s financial integrity and operational success.

Job Summary:

The Operations Leader – Front Desk Store Help is responsible for leading a high-performing team that serves as the first point of contact for internal and external customers regarding Finance-related transactions and store operational inquiries. The team manages interactions across multiple channels, including phone, email, paper-based documentation, and internal case management tools such as Remedy Incident Management, ensuring timely and accurate resolution. This role requires comprehensive understanding of the end-to-end retail lifecycle, including Accounts Payables, Accounts Receivables, store sales processes, vendor transactions, and customer-related challenges. The leader ensures that resolutions align with Lowe’s systems, financial controls, and operational frameworks while safeguarding revenue integrity and compliance standards. The Operations Leader exercises strong operational judgment to prioritize business-critical issues, especially during high-volume periods or service disruptions. Through analysis of performance data and recurring issue trends, the leader identifies systemic breakdowns, drives cross-functional collaboration, and implements both immediate stabilization measures and long-term process improvements.  Additionally, this role oversees workforce planning, service continuity strategies, and quality governance to ensure SLA adherence and consistent service excellence. The leader supports special projects, operational enhancements, and initiatives that strengthen the Accounting and Finance support framework. This is a five-day, work-from-office role with shift timings from 6:30 PM to 3:30 AM IST.

This role requires working five days from the office with shift timings from 5:30 PM to 2:30 AM IST

Roles & Responsibilities:

Core Responsibilities:

• Effectively lead and manage a team of 7 Front Desk associates handling inbound calls from store representatives, providing guidance, coaching, and operational direction.
• Serve as escalation authority for high-risk, sensitive, or financially impactful scenarios, ensuring alignment with company policies and compliance standards.
• Oversee daily call queue management, ensuring optimal staffing, equitable task allocation, and consistent SLA adherence.
• Partner with Finance, Store Operations, IT, Procurement, and other stakeholders to resolve complex cross-functional issues and improve upstream processes
• Collaborate with stakeholders to define and monitor key performance indicators (KPIs), including:
• Average Handle Time (AHT)
• First Call Resolution (FCR)
• Service Level (SLA adherence)
• Call Quality Scores
• Customer Satisfaction (CSAT)
• Schedule Adherence
• Analyze historical call volume trends and performance data to forecast workload, identify improvement areas, and implement operational enhancements.
• Establish clear, measurable team goals aligned with organizational priorities and service excellence standards.
• Monitor real-time team performance, conduct call quality reviews, and provide structured feedback and coaching to drive continuous improvement.
• Ensure accurate documentation of call interactions and adherence to case logging standards where applicable.
• Act as an escalation point for complex or high-impact store issues, ensuring timely resolution and appropriate stakeholder communication.
• Facilitate seamless coordination between offshore and onshore teams to optimize workflow, communication, and issue resolution efficiency.
• Ensure strict adherence to internal controls, SOPs, compliance guidelines, and risk management standards applicable to store support operations.
• Identify process gaps and lead continuous improvement initiatives to enhance call handling efficiency and store satisfaction.
• Recruit, onboard, and develop high-performing team members with strong customer service and problem-solving capabilities.
• Conduct regular performance evaluations, provide constructive feedback, and create individual development plans (IDPs) for team members.
• Promote team engagement through regular connects, recognition programs, and development discussions.
• Address operational challenges proactively, make informed decisions, and maintain business continuity during high-volume or critical periods.

Years of Experience:

• 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).

Education Qualification & Certifications (optional)

Required Minimum Qualifications:

• Bachelor of Commerce (Accounting & Finance)

Skill Set Required

Primary Skills (must have)

• Proven experience managing inbound call operations with accountability for KPIs such as AHT, FCR, SLA, CSAT, and Quality scores.
• Experience in workforce planning, queue management, and performance monitoring in a high-volume support model.
• Strong background in stakeholder management and cross-functional collaboration (onshore/offshore coordination preferred).
• Experience handling escalations and driving root cause analysis to prevent recurring issues.
• Exposure to compliance frameworks, internal controls, and standard operating procedures in a corporate environment.
• Experience in process improvement initiatives (Lean, Six Sigma, or continuous improvement exposure preferred but not mandatory).
• Retail industry or store support experience is highly preferred.

Secondary Skills (desired)

• Ability to work under pressure in a fast-paced dynamic environment.
• Willingness to learn and take on new responsibilities across teams.
• Strategic mindset to learn things on the go and upskill team
• Knowledge on Microsoft Office Suite (Power Point, Word, Advanced Excel) is a must
• Knowledge on advanced excel and Visualization skills such as Power BI/Tableau/ MicroStrategy etc.,
• will be an added advantage.

Lowe's is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.