Operations Team Lead

The Operations Team Lead supports and guides the Operations Coordinators, who carry out the execution of operational tasks. The role's focus is on removing obstacles, setting direction, maintaining standards, and ensuring the team achieves the desired result on each case — not simply completing tasks — following through until matters are genuinely resolved.

The Team Lead is the direct reporting line for all Operations Coordinators, responsible for their performance and day-to-day management, and — being office-based for most of the working day — is expected to stay on top of internal and external written correspondence. The one exception to the Team Lead's non-execution role is Operations Administration, covering file creation, OI# assignment, and final file review.

Competencies

• Strong leadership and coordination skills

• Solid understanding of customs, shipping, and operational workflows

• Excellent organizational and time-management abilities

• Strong problem-solving and decision-making skills

• Clear and professional verbal and written communication

• Ability to manage multiple priorities under pressure

• High level of integrity, accountability, and attention to detail

Basic Requirements

• High school diploma or equivalent (post-secondary education an advantage)

• Proven experience in operations, logistics, customs brokerage, or shipping

• Prior experience leading or coordinating teams is a strong advantage

• Working knowledge of customs processes and documentation

• Computer literacy (MS Office, email, and other operational systems as required by the role)

• Ability to work flexible hours and respond to urgent operational needs when required

1. Team Oversight & Coordination

• Provide daily oversight and guidance to Operations Coordinators.

• Ensure clear task allocation, workflow alignment, and cooperation across the team.

• Monitor workloads and priorities to maintain operational continuity and prevent bottlenecks.

• Act as the first point of escalation for operational issues arising within the team.

• Ensure roles and responsibilities are clearly understood and consistently applied.

• Stay on top of internal and external written correspondence (email), ensuring items are read, actioned, and responded to promptly.

2. Operational Monitoring & Performance Control

• Track the progress of customs processing, clearances, vessel activities, and related operational tasks.

• Ensure deadlines, service standards, and regulatory requirements are met.

• Ensure the team's focus is on achieving the intended outcome for each case — not simply completing individual tasks — following through until matters are genuinely resolved.

• Follow up regularly with Coordinators on outstanding items to confirm progress, close gaps, and keep cases moving toward completion.

• Identify delays, risks, or recurring issues and take corrective action.

• Review operational logs, trackers, and reports for accuracy and completeness.

• Ensure timely escalation of critical issues to management when required.

3. Operations Administration (Retained Duties)

• Create operational files for new cases, as the Team Lead and the Managing Director are first to receive incoming case content and instructions.

• Assign OI# reference numbers at file creation, in accordance with the Company's file naming and numbering convention.

• Ensure the OI# system is applied consistently to support accurate case tracking, documentation, and billing.

• Once a job is completed by the Operations Coordinator, review the hard file for accuracy and completeness, ensuring all relevant documents are present.

• Hand over the reviewed file to the Administrative Officer, who is responsible for maintaining files and records on an ongoing basis.

4. Direct Operational Support (As Needed)

• Step in to provide coordination support during peak periods, staff absences, or urgent situations.

• Support field operations, third-party coordination, and documentation follow-ups as needed.

• Ensure continuity of operations during disruptions or high-pressure scenarios.

• Provide hands-on guidance to team members during complex or unfamiliar cases.

5. Stakeholder & Third-Party Management

• Serve as the primary point of contact for clients; the Team Lead owns the client relationship and general client communication.

• Exception: the Operations Coordinator handling a specific job may communicate directly with that client where a live, in-progress update is needed — this does not change who the client's main point of contact is.

• Oversee communication with key external stakeholders, including regulatory agencies, port authorities, shipping lines, transporters, and warehouse operators.

• Ensure communications are professional, timely, and aligned with company standards.

• Support Operations Coordinators in resolving third-party or field-based challenges.

• Maintain oversight of client-facing operational updates to ensure accuracy and consistency.

6. Department Oversight & Team Performance

• Monitor the overall performance and functioning of the department to ensure it runs smoothly and efficiently as a whole.

• Monitor individual and team performance to identify who may need additional training or support, and flag this to the Company's training and support function.

• Identify where efficiency can be improved across the team and recommend appropriate action.

• Monitor compliance with customs, port, and licensing requirements at a department level, escalating concerns to management as required.

• Ensure confidentiality and proper handling of sensitive operational information.

7. Use of Company Systems

• Adhere to the Company's designated operational and reporting systems consistently and accurately in own work.

• Ensure Operations Coordinators use these systems consistently and accurately for tracking, updates, and reporting relevant to the department.

• Ensure adoption and correct use of any new systems or tools introduced by the Company across the team, in line with training and guidance provided.

8. Process Improvement & Reporting

• Identify operational inefficiencies, gaps, or recurring challenges.

• Recommend and implement process improvements, checklists, and standard operating procedures.

• Support documentation of procedures and best practices.

• Provide regular operational updates and performance feedback to management.

9. Other Duties

• Perform any other operational or administrative duties as may reasonably be assigned from time to time.