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:
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Manage team of Data Collection Driving Operations field resources
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Drives day-to-day operations following standard operating procedures
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Assist in identifying knowledge gaps, coaching, mentoring and the professional development field surveyors
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Conduct periodic reviews with teams and Program Managers
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Facilitate teams meetings to disseminate relevant information to the Team
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Collaborate with other Team members to manage the collective workload and coordinate various logistics including coverage for Team members as needed
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Provide Subject Matter Expert (SME) advice on regional issues and concerns
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Assist with strengthening relationships with: Internal/ External Customers and vendor/partner organizations
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Participate in weekly and monthly business review meetings with internal and external stakeholder
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Assist in gathering and analyzing reporting details
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Provide status reports (weekly, monthly, etc.) as required
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Support with special projects; Invoice verification, and reporting metrics as needed
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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
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Assist with creating/maintaining resource forecast in conjunction with customer for vendor/partner sourcing organization
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Assist in adherence to quality, safety and financial controls
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Identify and monitor performance trends and take necessary corrective actions to meet
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SLA targets and ensure customer satisfaction.
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Provide insight, guidance, Continual Service Improvement and Service Assurance support
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Assist in driving service improvement programs and initiatives
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Ensuring RCA contains the proper analysis methodology, documented actions, root cause identification and effective proactive and corrective actions.
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Escalate issues (performance/functional) to management team as needed
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Additional duties as defined
Required qualifications:
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Experience as a people manager, and/or operations lead
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Strong written and verbal communication skills
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Able to work at a fast pace, manage a heavy flow of emails, and be interruptible to address urgent program issues
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Great people management skills (effective communication, understanding, respectful, able to build rapport, set clear expectations, give constructive feedback, etc.)
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Self-motivated with a proven track record
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Team player and willing to assist when and where needed
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Ability to analyze data and establish measurable action plans to improve performance