Operations Manager

Position Overview
Reporting to the General Manager, the Operations Manager is a leadership role that supports the management team. This position’s primary responsibility is ensuring organizational and financial effectiveness of the branch. The Operations Manager is responsible for ensuring and improving the performance, productivity, efficiency and profitability of each department through the provision of effective methods and strategies, while adhering to differing customer protocol agreements. This role will monitor revenue, expenditures, performance management, and staffing needs and will delegate personnel with tasks and duties. The Operations Manager will assist with file resolution, client relationships, and business growth. They will attend industry functions, seminars and courses with other management staff for the continued professional development of the branch.

Job Duties

1. Improve on departmental operational systems, processes and policies in support of the branch's organization's visions.
2. Manage and increase the effectiveness and efficiency of supporting departments (Human Resources, Marketing, Sales and Finance), through the coordination and communication between the business functions.
3. Play a significant role in both short-term and long-term planning, drive initiatives throughout the management team and in the organization that contribute to long-term operational excellence.
4. Review departmental processes for timely completion of projects and tasks.
5. Collaborate with management for operational effectiveness and implementing change.
6. Review health and safety compliance requirements for all projects with Health and Safety.
7. Follow all internal policies and procedures in association with varying protocols for all jobs.
8. Conduct weekly operational meetings with employees to review previous month's leads, sales, insurance company scoring results, customer survey and satisfaction sheets and to keep employees up to date with corporate and industry changes.
9. Manage and oversee equipment assignment including (but not limited to) cell phones, laptops, vehicle and tracking of fuel consumption.
10. May be required to participate in the on-call rotation as the on-call manager; which will include coordinating after hours emergency services.
11. Provide excellent customer service.
12. Work under time constraints to meet specific timelines.
13. Ensure attention to detail and keen sense of safeguarding other people’s property and information.
14. Practice good housekeeping at all times to ensure a safe and non-cluttered worksite.
15. Participate in and demonstrate an understanding of safety principles and practices; follow all safety policies and procedures to support a safe working environment, including safe operation of machines and equipment.
16. Comply with all Belfor policies and procedures, as well as legislative requirements.
17. Proactively communicate job site conditions and concerns that may or are affecting completion of the job to the appropriate person.
18. Attend all Belfor sponsored training courses.

FINANCIAL

1. Oversee financial management, planning, systems and controls.
2. Analyze monthly financials and provide insight to the General Manager for operational monthly and annual budget opportunities.
3. Track and review monthly and year to date invoicing and accounts receivable to ensure Project Manager and Branch goals are being achieved.

PROJECT BASED

1. Oversee all projects for profitability and staffing.
2. Monitor assignment of new leads for fair distribution and protocol adherence.
3. Oversee and facilitate the administration of internal job processing system.
4. Monitor scorecards from insurance companies, ensuring any changes in office protocol will result in increased performance.
5. Communicate and meet with Insurers to review guidelines.
6. Manage and oversee estimating standards ensuring protocols are adhered to.
7. Monitor estimate/invoice timelines to ensure they are within client expectations, as well as produce reports to review Project Manager performance.
8. Ensure communication and coordination between departments for job completion.
9. Partake in and conduct contract and budget reviews, monitor work in progress (WIP) reports to ensure we are capturing contract and budgets accurately, audit files for closure for compliance issues and margin analysis.
10. Participate with file resolution with customers, clients and vendors as necessary.
11. Review and approve accounts payable invoices and job costing.
12. Review file progression, invoicing and collection efforts.
13. Monitor accounts receivables to ensure accountability.

HUMAN RESOURCES

1. Support daily human resources activities and responsibilities.
2. Review and approve staffing requirements, including the on-call schedule and vacation requests.
3. Conduct interviews with potential candidates.
4. Support on-going HR initiatives and ensure proper communication to all staff throughout the branch.
5. Support training initiatives, both personal and professional, as well as mandatory training as identified by the Human Resources Department.
6. Supervise, coach and mentor all employees.
7. Prepare and conduct performance evaluations.
8. Oversee and participate in Performance Management, ensuring proper accountability and documentation.

MARKETING

1. Support and source marketing opportunities.
2. Prepare, review and pool resources with other members of the management team to review business development, upcoming marketing opportunities and strategies to increase workflow and productivity.
3. Attend industry conferences, meetings and training seminars for continual growth and development of network.
4. Conduct regular office meetings to review recent business development and strategies to increase work-flow and productivity.
5. Identify, incorporate and manage industry “best in class” services, trends and practices offered by Belfor.

Responsibilities

1. Human Resources: Maintain employee confidentiality and performance management by coaching, leading, mentoring and motivating employees.
2. Safety: Verify all Belfor documents are completed accurately; maintaining employee records and compliance; ensuring compliance of all employees and subcontractors with local laws and Belfor policy at all Belfor locations and job sites.
3. Accountability: Ability to identify measures of performance and actions needed to improve or correct performance, ensuring accuracy and documentation.
4. Communication: Ability to communicate effectively and professionally with our staff and customers, both verbal and written.
5. Leadership: Ability to delegate, set expectations, and monitor progress of all direct reports.
6. Time Management: Proven ability to multi-task in a fast-paced office environment.

Qualifications

1. Post-secondary certificate, degree or diploma, preferably in Project Management, Business Management or Construction Management.
2. 5+ years’ experience in construction, insurance or restoration industry.
3. 3+ years’ experience in a leadership role required.
4. Experience with Xactimate and Xactanalysis an asset.
5. Excellent time management skills.
6. Excellent decision making, critical thinking and problem solving skills.
7. Comprehensive understanding of customer service, principles and practices.
8. Eligible to operate a motor vehicle per Belfor’s vehicle policy.
9. Ability to work within a team or independently as needed.
10. Strong written and verbal communication skills.
11. Proven ability to multi-task in a fast-paced environment.
12. Intermediate to advanced computer and/or tablet/iPad experience with Microsoft Office programs such as Excel, Word and Google Suite.
13. Willing to work evenings, on call and weekends when requested.
14. Periodic travel may be required.
15. Criminal Record Check.

Physical Demands

1. Frequent lifting from 5-40 lbs, unassisted (from 35-65% of the time).
2. Occasional lifting from 41 lbs +, assisted (up to 50% of the time).
3. Access and mobility in tight spaces.
4. Fit Testing – half and full face mask as needed, annual certification required.
5. Working at Heights - over 5 feet, periodically.
6. Sustained periods of standing, sitting, walking, bending, and kneeling.

BELFOR (Canada) Inc. is an inclusive and equal opportunity employer. While we appreciate all applications, only those candidates selected for an interview will be contacted. We thank all applicants for their submissions.