Operations (Ops) Team Lead

Operations (Ops) Team Lead

The Operations (Ops) Team Lead 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
• Drive day-to-day operations following standard operating procedures
• Assist in identifying knowledge gaps, coaching, mentoring and professional development of field surveyors
• Conduct periodic reviews with teams and Program Managers
• Facilitate team meetings to disseminate relevant information to the Team
• Collaborate with other Team members to manage collective workload and coordinate 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 stakeholders
• Assist in gathering and analyzing reporting details
• Provide status reports (weekly, monthly, etc.) as required
• Support 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
• Ensure RCA contains the proper analysis methodology, documented actions, root cause identification and effective proactive and corrective actions
• Escalate performance or functional issues to management team as needed
• Additional duties as defined

Required Qualifications

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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