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TSMG

Posted 24 months ago

Open

Operations (Ops) Team Lead

TorontoOn-siteFull-time

AI Summary

Ops Team Lead responsible for guiding data collection driving operations, coaching drivers, coordinating logistics, and driving service improvements and performance against SLAs.

About this role

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

    • Skills

    Budget/financial ControlsBusiness ReviewsCommunicationContinuous Service ImprovementData AnalysisData Collection ProcessesForecastingInvoice VerificationLogistics CoordinationOperations ManagementPerformance MetricsProcess ImprovementProject CoordinationRCA MethodologyReportingResource PlanningRisk AssessmentRoot-cause AnalysisSafety And Quality ControlsSchedulingSLA ManagementSOP AdherenceStakeholder ManagementTeam LeadershipVendor/partner CoordinationWorkload Management

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