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