Job Overview
As a Operations Manager, you will be responsible for leading and managing the day-to-day operations of our branch. You will oversee all aspects of the business, including customer satisfaction, service improvements, financial metrics, and employee development.
Key Responsibilities
* Oversee customer satisfaction initiatives to drive Net Promoter Score and Lens of the Customer programs.
* Develop and implement service improvement strategies to enhance Repair Event Cycle Time and process efficiencies.
* Manage all functions and financial metrics for the branch, ensuring alignment with company goals and objectives.
* Lead the branch in achieving Annual Operating Plan targets, monitoring key business metrics such as Branch balanced scorecard, profit and loss metrics, and asset metrics.
* Build and maintain strong relationships with customers, identifying opportunities to develop new business partners and alliances for the branch.
* Ensure compliance with health, safety, and environmental standards, and manage facilities maintenance and leases.
* Foster a culture of customer service excellence within the branch, recruiting, developing, motivating, and retaining high-quality customer service employees.
Requirements
* Leadership skills - Ability to build effective teams that deliver results.
* Customer focus - Strong customer relationships and delivery of customer-centric solutions.
* Decision quality - Timely and informed decision-making to drive business forward.
* Talent management - Developing people to meet both their career goals and the organization's objectives.
* Results-driven - Consistently achieving results, even under challenging circumstances.
* Financial acumen - Interpreting and applying understanding of key financial indicators to inform better business decisions.