Operations (Ops) Team Lead

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