Real Time Operations Team Lead

Role Overview

As the Real Time Operations Team Lead, you own the pulse of a live operational environment where service level agreements are measured in minutes, not weeks. Your day is split between keeping the floor running — monitoring queues, clearing escalations, adjusting coverage as volumes shift — and investing in the people and processes that make that performance repeatable. This role matters because the team's output is business-critical and highly visible: when your team executes accurately and on time, downstream stakeholders, customers, and commitments stay protected.

Key Responsibilities

• Direct day-to-day team activity so that SLAs, throughput targets, and quality thresholds are met consistently, adjusting priorities as real-time demand changes.
• Act as the first point of resolution for operational escalations, working directly with stakeholders to contain high-impact issues and close them out quickly.
• Make judgement calls on operational trade-offs — balancing speed, accuracy, and business priorities — in line with established processes and quality standards.
• Report upward on a regular cadence, giving management a clear picture of performance against targets alongside emerging risks, blockers, and operational changes.
• Plan coverage and capacity so the team is staffed appropriately against expected and actual business volumes, including peaks and absences.
• Run quality audits and compliance checks, then use what you find to close gaps in execution rather than simply logging them.
• Coach individual team members through structured feedback and one-to-ones, developing capability and addressing performance issues early.
• Spot and drive process improvements — including opportunities to apply AI and automation — that raise efficiency, reduce errors, and lift service quality, and see them through to adoption.

Requirements & Qualifications

• Bachelor's degree or equivalent practical qualification.
• Proven background in operations combined with hands-on team leadership in a fast-moving, deadline-driven environment.
• Confident leadership presence, with the ability to coach individuals and manage relationships across stakeholder groups.
• Strong analytical and problem-solving capability, including sound judgement when decisions must be made quickly and without complete information.
• Excellent written and verbal communication, with the organisational skills to juggle competing priorities and keep multiple workstreams moving.
• Comfort with Google Sheets and reporting/dashboard tools for tracking performance and producing regular management reporting.
• High attention to detail and a genuine commitment to quality standards.
• Able to operate autonomously while still collaborating closely with cross-functional partners.
• Continuous improvement mindset — you look for what could work better and take ownership of making it happen.
• Resilient and adaptable under pressure, with a positive approach to shifting demands.
• Interest in emerging technologies, particularly AI and automation, as levers for operational efficiency.

Why Join

• Own a business-critical operation where your decisions have immediate, visible impact.
• Combine operational leadership with genuine scope to improve processes and introduce new technology.
• Develop people directly through coaching, feedback, and day-to-day leadership.