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 of drivers
- Conduct periodic reviews with teams and Driving Program Managers
- Facilitate team 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 stakeholders
- 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
- Ensure 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
Preferred Qualifications:
- Bachelor's Degree or equivalent experience
- Driving program specific knowledge
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