Posting Details Job Details Description Title: Operations and Performance Manager Reports To: General Manager – Novus Glass Location: Australia Reporting to the General Manager – Novus Glass, the Operations and Performance Manager is responsible for the effective leadership, management and performance of the Novus Glass Franchise Network in the assigned state or territory.
Key areas of focus: Ensuring the improvement of the financial, operational and customer service performance of existing franchisees through the timely execution, management and follow up of the Business Excellence programmes.
Additional areas of responsibility include but are not limited to the general oversight of compliance to brand standards, timely franchise renewals and franchisee engagement.
Core Competencies Communication Strategic Thinking and Problem Solving Proactive Decision Making Leadership Planning, Organizing and Project Management Teamwork Results Orientation Job Duties Proactively support and drive relevant corporate objectives through daily activities.
Actively support the day-to-day operations of the Franchisees.
Provide franchisees with support as required Answer franchisees' questions and requests for assistance with a sense of urgency and in a timely manner.
Conduct quarterly Business Excellence reviews with each assigned shop to review reports and determine required actions to support necessary improvements as per the requirements of the program.
As required, develop procedures and actions to be taken to resolve performance, compliance or operational issues.
Regularly utilize NOVUS Hub and Business Excellence reports to analyse operational and financial performance of assigned shops.
Attend to negative NPS surveys and work with relevant shops to resolve customer concerns.
Respond to any customer inquiries or immediate need complaints with the utmost consideration in order to provide a superior customer experience.
Ensure the recording and tracking of operational visits, remote support, warranty issues, NPS and other required actions in the FMS system.
Support the onboarding of new locations into the network including setup and launch.
Establish and maintain strong relationships with franchisees, insurance, fleet and vendor partners.
Observe workflow, efficiency and work habits to identify areas for improvement and communicate observations with management.
Participate in work-related social events, after hours as required.
Escalate where appropriate any issues and complaints to the Head of Operations.
Lead or participate in meetings with the management team as required.
Actively participate in training initiatives offered by the business Attend relevant industry events as directed by General Manager Support Novus Glass representation at industry events as and when required.
Support Novus Glass Head Office as and when required.
Requirements.
Advanced Degree in a business or related field seen as an asset.
Experience in Auto Glass business management preferable.
Minimum (3) years of experience in the auto glass industry.
A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills.
High degree of resourcefulness, flexibility, and adaptability.
Able to effectively communicate both verbally and in writing.
High level of critical and logical thinking, analysis, and/or reasoning to identify underlying principles, reasons, or facts.
Good organizational, time management and prioritizing skills.
Ability to monitor financial accountabilities.
High attention to detail and quality standards Proficiency with word processing, spreadsheet, and presentation software Full Australian drivers license Work Conditions State, Interstate and international travel is required.
Qualifications Skills Behaviors : Motivations : Education Experience Licenses