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Operations (Ops) Team Lead

3 months ago

London Ontario KZ, Middlesex, Canada TSMG Holding Full time

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
  • Collaborate with other team members to manage the collective workload and coordinate various logistics
  • 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
  • Work with internal teams and external vendor/partner teams to provide resource planning support for applicable projects and programs
  • Assist with creating/maintaining resource forecasts in conjunction with the 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 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 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
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