Operations (Ops) Team Lead

TSMG Holding; London; On-site; CAD 70,000 - 90,000; Full time

Job summary

TSMG Holding in Ontario, Canada, is seeking an Operations Team Lead to oversee day-to-day operations, guide Drivers, and report to the Country Manager.

You will manage a field resource team for data collection driving operations, drive operations per SOPs, coach field surveyors, conduct periodic reviews with teams and Program Managers, and coordinate workload with internal and external partners.

Qualifications

• Experience as a people manager or operations lead.
• Strong written and verbal communication skills.
• Ability to work at a fast pace and manage a heavy email flow.
• Proven people management and coaching abilities.
• Self-motivated with a track record of delivery.
• Team player with adaptability.
• Ability to analyze data and translate into action.
• Willingness to travel.

Responsibilities

• Manage team of Data Collection Driving Operations field resources.
• Drives day-to-day operations following SOPs.
• Assist in identifying knowledge gaps and coaching field surveyors.
• Conduct periodic reviews with teams and Program Managers.
• Facilitate team meetings and disseminate information.
• Coordinate workload and logistics with internal and external teams.
• Provide SME advice on regional issues and concerns.
• Strengthen relationships with customers and vendor/partner organizations.
• Participate in weekly and monthly business review meetings.
• Assist in gathering and analyzing reporting details.
• Provide periodic status reports.
• Support special projects including invoice verification and reporting metrics.
• Resource planning support for projects and programs.
• Maintain resource forecasts in conjunction with customers.

Skills

People management

Communication

Data analysis

Coaching and mentoring

Team coordination

Fast-paced work

Travel willingness

Stakeholder collaboration

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 field surveyors
• Conduct periodic reviews with teams and Program Managers
• Facilitate teams 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
• Ensuring 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 and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.