IDC Regional Manager

Intelcom | Dragonfly; Mississauga; On-site; CAD 110,000 - 160,000; Full time

Job summary

Intelcom | Dragonfly seeks a strategic leader to oversee the IDC Business Partner group in the Mississauga region. You will coach and supervise teams, manage market performance, and ensure delivery of KPIs and strategic initiatives.

You will align goals with regional leadership, drive continuous improvement, and collaborate across Operations, HR, and Legal to sustain high standards and partner relationships.

Qualifications

• Bachelor's degree in administration, business relations, management, logistics or related field; 8–10 years of relevant experience OR MBA with 5–7 years of relevant experience
• Experience in team management or supervision
• Experience in partnership development, account management or operating environment
• Knowledge of independent contractor models (strong asset)
• Knowledge of small business challenges, strategic planning, and financial analysis to support informed business decisions
• Entrepreneurial background (strong asset)
• Experience in logistics or operations (asset)
• Mobilizing leadership and organizational maturity
• Strong analytical and data-driven capabilities (KPI)
• Excellent communication and conflict management skills
• Ability to navigate a matrix environment
• Strategic thinking combined with rigorous execution
• Strong relational intelligence

Responsibilities

• Lead, supervise and coach the IDC Business Partner team in regional markets
• Ensure rigorous follow-up of deliverables, KPIs, and action plans
• Maintain IDC capacity, performance and development within the region
• Act as BP for the most critical IDCs in the region
• Define goals aligned with department priorities and regional MD input
• Provide ongoing coaching focused on performance and continuous improvement
• Identify training needs and develop team skills
• Foster collaboration, rigor and commitment
• Monitor IDC KPI performance and compliance; document interventions
• Escalate and manage complex situations as needed
• Coordinate with Operations, HR, Legal and other departments
• Conduct regular station visits and maintain relationships with ROMs and SMs
• Promote Intelcom's partnership approach and values
• Contribute to strategic planning and harmonization of practices
• Ensure consistent application of policies per Global IDC Compliance
• Implement monitoring and optimization tools
• Drive IDC BP activity toward underperforming IDCs
• Identify opportunities for process improvements
• Support deployment of new initiatives and technologies
• Maintain proactive risk management and escalation processes
• Serve as internal reference on IDC best practices
• Provide strategic support to Regional MD
• Ensure smooth collaboration between BP's and stations/ROMs
• Communicate emerging trends, capacity issues, partner risks, and compliance issues
• Align with organizational needs and resource planning

Skills

Leadership

Coaching

Strategic thinking

Analytical skills

Communication

Conflict management

KPI proficiency

Matrix organization

Partnership building

Industry knowledge

Education

Bachelor's degree

MBA

Job description

Intelcom | Dragonfly

With more than 100 sorting stations and operations across three continents,

to deliver fast, accurate, and reliable service powered by cutting-edge technology.

A Strategic Role at the Heart of Logistics

Salary Range

Responsibilities

• Leadership and Coaching of the IDC Business Partner Team
• Supervise, coach and support IDC BP’s in the day-to-day management of their markets and ensure full delivery of all their key deliverables (see BP job profile).
• Ensure rigorous follow-up of deliverables, priorities and KPIs for BP’s and IDC’s in the region.
• Maintain overall accountability for IDC capacity, performance and development in their region
• Act as the BP for the most critical and large IDC’s in the region
• Define individual goals aligned with the department's strategic priorities, ensure alignment with Regional MD on goals and priorities.
• Provide ongoing coaching focused on performance, accountability and continuous improvement.
• Identify training needs and contribute to the development of the team's skills.
• Foster a climate of collaboration, rigor and commitment.
• Performance Supervision and Quality Control
• Ensure that the BP’s:
• Maintain rigorous monitoring of IDC KPIs and compliance.
• Adequately document their interventions and action plans.
• Ensure proactive communication with partners.
• Execute IDC performance reviews / QBR’s as per company policy and that follow up actions are realized or escalated as per company policy
• Review the performance analyses produced by the team before escalation to the MD
• Validate the consistency of policy recommendations made to IDCs.
• Identify operational deviations or risks and recommend corrective actions.
• Strategic support to the Regional MD
• Act as the main point of relay between the MD and the team.
• Ensure smooth collaboration between IDC BP’s and Stations / ROM’s
• Centralize and structure the needs reported by the BP’s.
• Report:
• Emerging trends
• Capacity issues
• Partner Risks
• Compliance issues
• Organizational Needs
• Contribute to the strategic planning of the department.
• Participate in inter-departmental meetings when required.
• Harmonization of practices and standardization
• Ensure consistent application of processes and policies, following policies set out by Global IDC Compliance team and provide input into improving those processes and policies.
• Implement monitoring and optimization tools.
• Ensure IDC KPI performance achievement through IDC BP activities towards underperforming IDC’s
• Identify opportunities for process improvement.
• Support the deployment of new initiatives, technologies or organizational changes.
• Escalation, mediation and management of complex situations
• Ensure the IDC BP team is aware of any risk and proactively addresses them before operational impacts are suffered
• Intervene in cases requiring a higher level of negotiation or mediation.
• Support BP’s in the management of underperforming and/or non-compliant IDCs.
• Ensure a professional and compliant approach to sensitive situations.
• Work in collaboration with the relevant departments (Operations, HR, Legal).
• Development of expertise and credibility in the field
• Maintain a thorough understanding of operational issues.
• Conduct regular station visits and maintain a close working relationship with ROM’s and SM’s.
• Act as an internal reference on IDC best practices.
• Promote Intelcom's partnership approach and values.

Qualifications

• Bachelor's degree in administration, business relations, management, logistics or related field and a minimum of 8 to 10 years of relevant experience OR Master's or MBA with a minimum of 5 to 7 years of relevant experience
• Experience in team management or supervision
• Experience in partnership development, account management or operating environment
• Knowledge of independent contractor models (strong asset)
• Knowledge of small business challenges, strategic planning, and financial analysis to support informed business decisions
• Entrepreneurial background (strong asset)
• Experience in logistics or operations (asset)
• Mobilizing leadership and organizational maturity
• Strong analytical and data-driven capabilities (KPI)
• Excellent communication and conflict management skills
• Ability to navigate a matrix environment
• Strategic thinking combined with rigorous execution
• Strong relational intelligence

Success Indicators

• Overall performance of the markets under his supervision
• Quality and coherence of action plans
• Reduction of critical escalations
• Link Engagement and Retention
• IDC Partner Satisfaction and Strategic Alignment

This position has been opened to address a genuine organizational need within the company.

At Intelcom | Dragonfly, we move forward guided by strong values: collaboration, innovation, excellence, and responsibility.

We embrace diversity, ensure equity, and foster a true sense of belonging.

Accommodation measures are available for individuals with disabilities throughout our recruitment process, in compliance with the law. Please let us know if you have any specific needs.