Operations Team Lead

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

Job summary

A logistics management company in Ontario, Canada, seeks an Operations Team Lead to oversee day-to-day operations and manage field resources. The role includes coaching and mentoring team members, improving service quality, and conducting analysis on performance metrics. Ideal candidates must demonstrate strong people management and communication skills, be self-motivated, and able to work under pressure. The position offers opportunities for professional development and collaboration while ensuring customer satisfaction.

Qualifications

• Experience as a people manager, and/or operations lead.
• Strong written and verbal communication skills.
• Able to work at a fast pace and manage a heavy flow of emails.
• Great people management skills, including effective communication.
• Team player willing to assist as needed.

Responsibilities

• Manage team of Data Collection Driving Operations.
• Drive day‑to‑day operations and identify knowledge gaps.
• Provide training and support to field surveyors.
• Conduct periodic reviews and facilitate team meetings.
• Assist in driving service improvement programs and initiatives.

Skills

People management

Strong communication skills

Data analysis

Team collaboration

Self-motivated

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
• Drive 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 stakeholder
• 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

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgement. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.