Operations (Ops) Team Lead

TSMG•Chicago, IL

About The Position

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.

Requirements

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

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