# PEOPLE & OPERATIONS LEAD - GTC Global Trade Company Limited
Job Description, Responsibilities, Workflow, Compensation Structure, and KPIs
## 1. Position Objective
The People & Operations Lead is responsible for connecting people, processes, inventory, and operations to ensure the organization operates efficiently, consistently, and in alignment with company objectives.
This role exists to strengthen operational execution, inventory control, process development, people development, internal organization, and cross-department alignment while building systems that support long-term scalability and accountability. The People & Operations Lead is expected to identify operational gaps, improve workflows, develop team capabilities, implement controls, and create sustainable systems that reduce dependency on individuals and increase organizational efficiency. Success in this role is measured not only by daily operational performance but also by the ability to build processes, develop people, strengthen accountability, and create an environment where departments function as one coordinated system focused on achieving company goals.
Through leadership, organization, and continuous improvement, this role contributes directly to the company's growth, operational stability, and customer service excellence.
# 2. Role Purpose
## Company Purpose Statement - Our DNA is Customer Service.
The purpose of this role is not simply to manage inventory or administrative tasks.
The purpose of this role is to connect people, processes and operations, strengthen accountability, develop leaders, and build systems that allow the company to grow in an organized, scalable and customer-focused way.
## Ownership & Accountability
At GTC, ownership remains with the assigned leader regardless of circumstances such as:
Vacations
Resignations
Staffing shortages
Training gaps
Operational limitations
Resource constraints
Organizational changes
While these circumstances may explain challenges, they do not eliminate responsibility for Communication, Escalation, Coordination, Problem solving, Follow-up and Resolution.
We are building a culture where people are accountable for results, not only tasks.
This role owns the organization's operational health.
It is responsible for ensuring that:
People work in alignment.
Processes function correctly.
Departments collaborate with one another.
Operational controls are maintained.
Company culture is strengthened.
Systems enable growth without reliance on specific individuals.
Developing people.
Training future leaders.
Monitoring performance.
Strengthening culture.
Leading by example.
Promoting accountability.
## Team Synchronization & Operational Alignment
A critical responsibility of this role is ensuring operational alignment across departments.
The People & Operations Lead must actively connect:
Inventory
Marketing
Customer Service
Sales
Delivery
Administration
Human Resources
Departments must operate as one system to create exceptional customer experiences.
# 3. Company Culture Statement
Every employee, regardless of department, contributes directly or indirectly to the customer experience.
We believe:
Customer experience drives growth.
Accountability drives performance.
Systems create consistency.
Teamwork creates scalability.
Continuous improvement creates long-term success.
Every decision should support these principles. Our DNA is Customer Service.
# 4. Core Areas of Responsibility
Operational Execution & Business Efficiency
Operational oversight
Process optimization
Department alignment
Workflow improvement
### Inventory Control & Stock Management
Inventory accuracy
Stock availability
Inventory controls
Operational reporting
People Development & Team Accountability
Coaching and development
Performance management
Team accountability
Training systems
### Process Development & Documentation
SOP creation
Documentation
Continuous improvement
Operational controls
# 5. Responsibilities & Expected Outputs
## Responsibilities
### Operations
Improve operational efficiency
Monitor workflows
Eliminate bottlenecks
Coordinate department execution
### Inventory
Maintain inventory accuracy
Making inventory cost of products
Ensure stock availability
Implement inventory controls
Monitor requisition processes
### People Development
Conduct performance reviews
Identify training opportunities
Support succession planning
Interview execution
Improve accountability
Link with attorneys teamwork with Administrative team.
### Documentation
Develop SOPs
Build training systems
Maintain operational documentation
Improve process visibility
# 6. Cross-Team Collaboration & Responsibilities
This role works directly with:
### Inventory Team: Operational controls and inventory accuracy.
### Digital & Content Specialist / Data Entry: Product setup, inventory updates, system accuracy, operational support.
### Order Fulfillment Coordinator: Order accuracy, fulfillment efficiency, delivery performance.
### Administration Team: Reporting, compliance, documentation, operational support.
### Marketing Team: Promotion planning, inventory readiness, campaign execution.
### Customer Service Team: Product availability, process improvements, customer feedback.
# 7. Reporting Structure
## Reports Directly To
Sub-Management
General Management
## Direct Reports from
Inventory Team
Digital & Content Specialist / Data Entry
Order Fulfillment Coordinator
Administration Team
# 8. Authority & Decision-Making Framework
## Can Recommend
Hiring decisions
Contract terminations
Internal promotions
Disciplinary actions
Performance improvement plans
Training programs
Operational changes
## Can Directly Approve
Vacation requests (first approval level)
Work schedules and rotations with CSRs coordinator
Minor operational adjustments
Operational requisitions within approved limits
Certifications, documentation and memorandums
## Requires Sub-Management or Management Approval
Contract terminations
Salary increases
New positions
Purchases outside approved budgets
Significant inventory adjustments
Major organizational changes
# 9. Reporting Requirements
### Daily
Operational issues requiring escalation
Inventory concerns
Staffing concerns
### Weekly
Team performance updates
Operational improvements
Inventory performance review
### Monthly
KPI report
Operational improvement report
Department performance summary
Training and development report
# 10. Confidentiality & Company Protection
Employees in this role will have access to confidential company information including:
Financial information
Inventory data
Employee records
Supplier information
Pricing structures
Operational procedures
Strategic initiatives
Disclosure, misuse, or unauthorized sharing of confidential information may result in disciplinary action up to and including termination.
# 11. Growth Within The Company
Career Path:
People & Operations Lead. ↓ Operations Manager / HR Manager ↓ Senior Operations Leader
Growth opportunities are based on:
Results
Leadership
System building
Team development
Delegation capability
Organizational impact
# 12. Compensation Structure
Base Salary: TTD $7,000 Monthly
Performance Bonus Structure:
### KPI #1 - Personnel Retention, Operational Continuity, and Conflict Resolution
Bonus: TTD $500 Monthly
### Shared KPI
Company Target Achievement
Bonus: TTD $500 Monthly
Maximum Monthly Performance Bonus: TTD $1,000
Maximum Total Monthly Compensation: TTD $8,000
# 13. Success Definition
Success in this role means:
Inventory operates through systems, not individuals.
SOPs exist for all critical functions.
Team members perform effectively with minimal supervision.
Departments communicate effectively.
Operational issues decrease over time.
Customer experience improves.
Leadership spends less time solving recurring problems and more time driving growth.
The ultimate goal is to build an organization capable of scaling through systems, accountability, and exceptional customer service.