Team Lead – Operations

About the role

Reporting to the Technology Centre Manager, the Team Lead will lead a small team in a structured, SLA‑driven operational environment. The role balances hands‑on delivery with people leadership to ensure service levels, quality standards and client commitments are consistently met, supporting document digitisation services for clients.

Key responsibilities

• Lead and support the team in day‑to‑day operational activities and client commitments.
• Monitor team output against SLAs, ensuring processes are followed and quality standards are met.
• Act as the first point of escalation for operational issues and client queries.
• Coordinate workflow and priorities to ensure consistent delivery across the team.
• Support onboarding, training and ongoing development of team members.
• Maintain accurate reporting and provide regular performance updates.
• Identify and implement process improvements to enhance efficiency and service quality.
• Work closely with internal stakeholders to ensure alignment and effective service delivery.

Required profile

• Previous experience supporting or leading a team.

Required skills