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    Director of Operations, Full time - Markham, ON, Canada - Enercare

    Enercare
    Enercare Markham, ON, Canada

    1 week ago

    Default job background
    Full time
    Description
    Manager - Operations Support (18-month contract)

    Proudly Canadian-owned, Enercare is committed to providing the best services, solutions and advice to make customer's homes as comfortable as they can be.

    With Enercare Advantage, we provide affordable clean air and water solutions for homes and workplaces.

    We are committed to operating in an environmentally responsible way, including keeping as much waste out of landfills as possible, and giving back to the communities where we live and work.

    Enercare is about putting people first by listening to our customers, continuous improvement and making our organization a destination for building people's careers.

    Come and join one of North America's largest home and commercial services and energy solutions companies We offer comprehensive benefits, a DC Pension Plan and savings match plan


    Role:
    Manager - Operations Support (18-month contract)

    Status:
    Regular, Full Time
    Enercare Home and Commercial Services
    This position is a key leadership role within the Back-Office Customer Operations & Billing Department.

    The successful candidate shall display excellent leadership qualities including motivating and developing team members to ensure outstanding achievement of First-Class customer service, White Glove service delivery, exemplary billing performance while executing key controls and deliverables.

    The Manager of the Operations Support group will create an environment promoting trust, open communication and creative & progressive thinking in a cohesive team effort.

    They will coach and develop team members, be responsible for all aspects of performance management and positively support a group of staff including union and non-union employees through continuous feedback on business and individual goal attainment.

    The Manager of the Operations Support group will work closely with other departments and business leaders collaborating on business process excellence, business policies, corporate goal achievement, resource allocation while always representing the Customer Operations Department in a positive employee and business focused manner.

    Direct accountability for a variety of corporate key performance objectives including: Contractor Payments, Billing timeliness, completeness, accuracy and quality; and Business Continuity
    Manage and lead a team of 11 unionized clerical staff with potential for team growth
    Work and coordinate with internal departments, Sales, Field, and General Managers to ensure completeness and accuracy for Sales Order Fulfillment while coordinating effort required for service work and installations with contractors and Customers
    Handle escalations from business partners including contractors, and internal stakeholders while delivering the best in class Customer Experience
    Responsible for employee recruitment, training needs analysis and delivery, and disciplinary actions
    Develop, manage and maintain reporting of department performance metrics
    Manage and drive compliance within the team for all policies and procedures as specified by the company and government legislation related to the task at hand
    Improve and maintain quality standards while executing regular and consistent testing, controls, and reporting
    Support customer experience improvement programs driven by other business units
    Key lead in identifying, prioritizing, supporting and leading process improvement projects that align with Enercare's service quality standards
    Act as an agent of change within the organization supporting the need for continuous improvements
    Foster positive working relationships and development of our business through participation at Leadership Meetings to improve partnership with key stakeholders and business partners
    Initiate and lead meetings and communication with business partners to drive improvement and resolution
    Proven ability to manage manpower/workload in peak and emergency situations
    Post-secondary education in Business or minimum 3 years work experience in a Customers Operations or similar role as required with formal training in Management
    Experience with developing, maintaining, delivering and reporting of key performance indicators
    Experience with Commercial, Multi-premise and/or Business to Business Sales Support Operations environment and customer base
    Minimum 2 years vendor management experience
    Experience monitoring and configuration of call queues and quality analytics
    Ability to consistently exercise the understanding and appreciation of the "Big Picture" while executing change for projects and tasks in line with Enercare's Strategic Initiatives and Objectives
    Excellent problem solving and communications skills Data Analytics and proficient with Microsoft Excel/Access
    Proficiency in creating, developing, delivering professional presentations to all levels of management, including Senior Leadership team, in a Corporate environment

    We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law.

    Enercare's recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant's accessibility needs due to disability and are available upon request.
    ~
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