Operations (Ops) Team Lead

TSMG Holding; Toronto; On-site; CAD 70,000 - 100,000; Full time

Job summary

TSMG Holding in Toronto, Canada seeks an Operations Team Lead to guide day-to-day driver operations, ensure adherence to SOPs, and provide mentorship to field surveyors. You will coordinate resource planning, review performance, and partner with internal and external stakeholders to keep projects on track.

The role emphasizes data-driven improvements, service levels, and safe, compliant operations. You will report to the Country Manager and require strong communication, leadership and travel

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)
• 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

Responsibilities

• Oversee day-to-day driver operations and manage field resources
• Coach and mentor field surveyors; conduct periodic reviews with teams and Program Managers
• Coordinate workload and logistics; ensure coverage for team members as needed
• Provide SME advice on regional issues and customer/vendor concerns
• Lead meetings with internal/external stakeholders and report on progress
• Monitor performance trends and drive service improvement initiatives

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