Operations Lead
T.O.N Corporate Services
Job Details
Job Description
T.O.N Corporate Services is recruiting on behalf of its client, a company that provides professional business phone systems. Its services help organisations manage customer calls more effectively, improve communication and deliver better customer experiences while maintaining efficient operations.
The company is seeking an experienced Operations Lead to coordinate daily activities, manage client projects and improve internal workflows to support business growth.
Role Overview
The Operations Lead will oversee daily operations and ensure that client projects are properly planned, coordinated and delivered according to agreed timelines and quality standards.
The successful candidate will manage project workflows, allocate team resources, monitor deadlines and address operational challenges across different departments. The role also involves improving internal processes, strengthening team accountability and providing the CEO or Founder with clear updates on project progress and operational performance.
This position is suited to a professional with strong project management and organisational skills who can coordinate multiple teams, manage competing priorities and maintain consistent delivery standards in a fast-paced, client-focused environment.
Key Responsibilities
Project and Delivery Management
- Oversee client projects from initial briefing and planning through execution, review, approval and final delivery.
- Define project responsibilities, priorities, timelines and expected outcomes.
- Coordinate multiple projects simultaneously and ensure that deadlines and client expectations are met.
- Maintain project trackers, delivery schedules, production calendars and other systems used to monitor progress.
- Identify project dependencies, resource gaps and potential delays before they affect delivery.
- Organise regular project meetings and follow up on outstanding tasks, approvals and milestones.
- Ensure smooth handovers and clear communication between teams throughout the project lifecycle.
Team Coordination and Resource Planning
- Coordinate employees and external partners across account management, creative, content, design, marketing, technology and other relevant functions.
- Monitor team workloads, capacity and utilisation to ensure resources are allocated effectively.
- Provide day-to-day guidance to team members and promote accountability for assigned responsibilities.
- Support staff onboarding, performance monitoring and the improvement of team delivery standards.
- Resolve coordination challenges and help teams manage changing priorities and client requirements.
Quality Assurance and Operational Improvement
- Establish quality-control procedures to ensure that deliverables meet agreed briefs and standards before they are submitted to clients.
- Identify recurring operational problems, workflow delays and quality issues, and implement practical solutions.
- Develop and update standard operating procedures, internal workflows and operational guidelines.
- Recommend suitable software, tools and automation to improve collaboration, reporting and project visibility.
- Review existing processes and introduce improvements that reduce delays and increase efficiency.
- Escalate significant delivery risks and operational issues when management intervention is required.
Management Reporting and Communication
- Provide the CEO or Founder with regular updates on project progress, team capacity, delivery performance and operational risks.
- Communicate client concerns, resource requirements and issues that need management attention.
- Maintain clear communication between departments to prevent misunderstandings and missed deadlines.
- Promote a working culture built around ownership, proactive communication, quality and continuous improvement.
- Support business growth by ensuring that operational systems can accommodate increasing workloads and client demands.
Requirements
Interested candidates should possess the following qualifications and competencies:
- A Bachelor's degree in Business Administration, Management, Project Management, Operations Management or a related discipline.
- Four to six years of relevant experience in operations, project management, client services, production management or a similar role.
- Experience working in a digital, creative, marketing, advertising, consulting or other client-service environment is an advantage.
- Proven ability to manage multiple projects, deadlines, deliverables and stakeholders at the same time.
- Experience coordinating teams across different departments and working with external service providers.
- Good knowledge of project planning, resource allocation, workflow management and quality assurance.
- Experience using project trackers, task management platforms, delivery schedules and reporting tools.
- Ability to develop and improve standard operating procedures and internal processes.
- Strong organisational, analytical and problem-solving skills.
- Excellent communication, leadership and stakeholder management abilities.
- Good commercial awareness, including an understanding of how operational performance affects client satisfaction, retention and business growth.
- Ability to work independently, make sound decisions and take responsibility for projects from start to completion.
- Flexibility to manage changing priorities in a busy work environment.
- Familiarity with ClickUp, Asana, Monday.com, Trello, Google Workspace or similar productivity and project management tools.
- A professional certification in project management or operations management will be an added advantage.