Operations Coordinator – Team Lead (CEO Office)

Role Purpose

The Operations Coordinator – Team Lead is a critical support role within the Office of the CEO. This role exists to relieve operational pressure from the CEO by coordinating daily operations, enforcing accountability, ensuring service quality, and supporting execution across key operational teams.

The role combines PA-level executive support, operations coordination, and service quality oversight, with direct management responsibility over the Billing, Admin, and Customer Service functions.

This role is execution-focused, detail-oriented, and accountability-driven.

Reporting Line

• Reports directly to: CEO
  

• Manages: Billing Team Lead, Admin, Customer Service
  

Key Responsibilities

1. CEO Support & Accountability

• Act as the primary operational support to the CEO
  

• Manage follow-ups from CEO meetings and decisions
  

• Track action items, deadlines, and commitments across teams
  

• Prepare summaries, briefs, and updates for the CEO
  

• Filter, escalate, or resolve operational matters before they reach the CEO
  

• Protect the CEO’s time by ensuring only critical issues are escalated
  

2. Operations Coordination & Oversight

• Coordinate day-to-day operations across Billing, Admin, and Customer Service
  

• Ensure tasks are executed according to agreed timelines and standards
  

• Monitor workloads, bottlenecks, and operational risks
  

• Enforce the use of systems, processes, and SOPs
  

• Drive operational discipline and consistency across teams
  

3. Team Leadership & Management

• Directly manage the Billing Team Lead, Admin, and Customer Service staff
  

• Hold teams accountable for performance, accuracy, and turnaround times
  

• Conduct regular check-ins and operational reviews
  

• Identify performance gaps and escalate concerns with evidence
  

• Support onboarding, training, and role clarity within teams
  

4. Service Quality & Compliance

• Perform regular service quality checks across customer-facing functions
  

• Monitor billing accuracy, invoicing timelines, and customer queries
  

• Ensure customer issues are handled professionally and within SLA
  

• Identify recurring service issues and recommend process improvements
  

• Ensure compliance with internal policies and procedures
  

5. Reporting & Continuous Improvement

• Provide the CEO with regular operational reports and summaries
  

• Track KPIs related to service delivery, billing accuracy, and admin efficiency
  

• Identify inefficiencies and propose practical solutions
  

• Support the implementation of improved workflows and systems
  

Requirements

Key Skills & Competencies

Required

• Strong organisational and coordination skills
  

• Excellent attention to detail
  

• High level of accountability and follow-through
  

• Confident communicator (written and verbal)
  

• Ability to manage multiple priorities under pressure
  

• Strong problem-solving and escalation judgment
  

• High emotional intelligence and professionalism
  

Preferred

• Experience in operations, service delivery, or executive support roles
  

• Experience managing or coordinating teams
  

• Familiarity with billing, admin, or customer service environments
  

• Experience working closely with senior leadership or CEOs
  

Personal Attributes

• Calm, structured, and reliable
  

• Comfortable holding others accountable
  

• Process-driven and organised
  

• Discreet and trustworthy
  

• Proactive rather than reactive
  

• Resilient and emotionally mature
  

• The CEO is freed from daily operational firefighting
  

• Teams deliver consistently without constant CEO intervention
  

• Billing, admin, and customer service operate smoothly and accurately
  

• Issues are escalated early, with solutions proposed
  

• Operations run with clarity, structure, and accountability
  

Benefits