Tsmg24mo ago

Operations (Ops) Team Lead

Canada·TorontoRemoteContract Full timelead

OtherManagementTeam Lead

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Quick Summary

Overview

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.

Technical Tools

mentoringpeople-management

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.

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

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