Operations (Ops) Team Lead

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