Operations (Ops) Team Lead

TSMG Holding; London; On-site; CAD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking an Operations Team Lead to oversee daily operations and guide a team of field surveyors. In this dynamic role, you will manage team performance, facilitate communication, and collaborate with internal and external stakeholders to enhance service delivery. The ideal candidate will possess strong people management skills, a knack for data analysis, and the ability to drive service improvement initiatives. This is an exciting opportunity to make a significant impact in a fast-paced environment while ensuring customer satisfaction and operational excellence.

Qualifications

• Experience as a people manager or operations lead is essential.
• Strong written and verbal communication skills are required.
• Ability to analyze data and improve performance is crucial.

Responsibilities

• Manage a team of Data Collection Driving Operations resources.
• Facilitate team meetings and collaborate on workload management.
• Provide SME advice and assist in service improvement initiatives.

Skills

People Management

Communication Skills

Data Analysis

Team Collaboration

Problem Solving

Job description

The Operations (Ops) Team Lead role assists in overseeing day-to-day operations, providing guidance and management where needed to the Drivers. The Ops Lead reports to the Country Manager.

Primary Responsibilities:

• Manage team of Data Collection Driving Operations field resources
• Drives day-to-day operations following standard operating procedures
• Assist in identifying knowledge gaps, coaching, mentoring and the professional development of field surveyors
• Conduct periodic reviews with teams and Program Managers
• Facilitate team meetings to disseminate relevant information to the team
• Collaborate with other team members to manage the collective workload and coordinate various logistics including coverage for team members as needed
• Provide Subject Matter Expert (SME) advice on regional issues and concerns
• Assist with strengthening relationships with internal/external customers and vendor/partner organizations
• Participate in weekly and monthly business review meetings with internal and external stakeholders
• Assist in gathering and analyzing reporting details
• Provide status reports (weekly, monthly, etc.) as required
• Support with special projects; invoice verification, and reporting metrics as needed
• Work with internal teams and external vendor/partner teams to provide resource planning support (work plan allocation/management/logistics/etc.) for applicable projects and programs
• Assist with creating/maintaining resource forecast in conjunction with customer for vendor/partner sourcing organization
• Assist in adherence to quality, safety, and financial controls
• Identify and monitor performance trends and take necessary corrective actions to meet SLA targets and ensure customer satisfaction
• Provide insight, guidance, continual service improvement, and service assurance support
• Assist in driving service improvement programs and initiatives
• Ensure RCA contains the proper analysis methodology, documented actions, root cause identification, and effective proactive and corrective actions
• Escalate issues (performance/functional) to management team as needed
• Additional duties as defined

Required Qualifications:

• Experience as a people manager, and/or operations lead
• Strong written and verbal communication skills
• Able to work at a fast pace, manage a heavy flow of emails, and be interruptible to address urgent program issues
• Great people management skills (effective communication, understanding, respectful, able to build rapport, set clear expectations, give constructive feedback, etc.)
• Self-motivated with a proven track record
• Team player and willing to assist when and where needed
• Ability to analyze data and establish measurable action plans to improve performance
• Ability to travel