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    Operations Officer - Burlington, ON, Canada - Reliance Home Comfort

    Reliance Home Comfort
    Reliance Home Comfort Burlington, ON, Canada

    4 weeks ago

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    Description

    By joining Reliance as a Contractor Manager you'll become an important team member and will be provided with the tools you need to succeed.

    Lead and develop a high-performance team consisting of Contractor Partners.

    Reliance is known for having the best trained technical experts in the business and your primary goal is to unleash the potential of each of your Contractors to overachieve in their objectives every day." The Contractor Manager is accountable for planning, managing and continually improving to ensure that the Customer Experience, Growth, Productivity and Financial Objectives are driven to a standard of excellence for field operations through regular coaching and collaboration with Contractor Partners.

    Instill a culture and understanding of the imperativeness of Health & Safety in the region, ensuring adherence to H&S practices and policies
    Be a champion for Customer Experience ensuring that the contractors follow the standard operational processes to drive customer experience improvement
    Responsible for monitoring, measuring, and implementing best practice initiatives to ensure that Productivity improvements are realized across all metrics with the contractor workforce
    Lead and support the development of a mentality for the contractors that drives Growth through Service and improves on technical lead and conversion rates
    Instill contractor controls and practices in Inventory management to optimize product/part availability while understanding usage of each item
    Optimize Workforce Planning/call allocation for contractors to maximize Customer Experience while maintaining budgeted costs
    Align the above objectives to ensure achievement of the planned Margins for the various businesses and the overall region
    Manage the region's online reputation by ensuring completion of customer reviews and response to customer issues and concerns
    Set and monitor manager performance objectives, goals, and criteria; evaluate performance through quarterly performance reviews identifying opportunities for growth and development
    Perform regular reviews of cost, quality, safety, customer experience, growth, and productivity metrics, setting plans and executing these effectively to drive optimal performance of the operations team and 3rd party partners through goal setting, observation, coaching and reviews
    Build a strong operations team by continual improvement in hiring, on-boarding, training, and development of talent
    Research and implement company and industry best practices to drive performance improvements
    Ongoing leadership, training, and support
    Relocation opportunities
    And award-winning and one of Canada's Most Admired Corporate Cultures with a proudly diverse and inclusive team
    Possess a business degree or equivalent work experience
    Achieved 3-5 years of successful operational leadership experience against formalized corporate objectives
    Understanding and experience with HVAC, Plumbing and Electrical preferred
    Knowledge of Provincial Regulatory codes & regulations preferred.
    Demonstrated ability to extract the full potential of technical professionals through development and leadership
    Ability to retain and attract top talent Contractor Partners
    Create alignment between corporate goals and contractor objectives
    Heightened sense of self-awareness and emotional intelligence
    Collaborate with all local Manager(s) to plan, budget, and deliver on Profit & Loss targets
    Manage these relationships to ensure they deliver on all our key metrics and standards
    Compile weekly reporting of defined Contractor Key Performance Indicators
    Perform regular reviews of cost, quality, safety, and productivity metrics, setting plans and executing these effectively to drive optimal performance of Contractor partners through goal setting, observation, coaching and reviews
    Develop and maintain relationships within all areas of the business
    Coordinate Contractor Partner training sessions, where necessary
    Quality, Project Management, Training, HR, Regulatory) to continually improve performance
    Drive 'Destination of Choice' for Contractor Partners by setting a standard of service excellence and engaging partners to support this standard
    Ensure Inventory control is properly managed
    Perform weekly onsite visits with contractor partners for observation and/or coaching opportunities.
    Provide & support training and mentoring of Contract Managers in other Reliance regions

    Reliance is a trusted source and has become one of Canada's largest providers of water heaters, furnaces, heat pumps, air conditioners, water purification, plumbing, protection plans, smart home, electrical, and EV chargers.

    Reliance is a $1 Billion business with 2,600 Team Members and we're growing
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