The Operations Manager reports to the Director of Operations and has the following main responsibilities:
Manage training and coaching of operations employees to ensure a high level of productivity, strict adherence to corporate policies & procedures and consistent quality of work
Spearheads the development and implementation of operating policies and procedures to document the business, working cross-functionally
Drive prioritization of highest value business opportunities
Participate in the hiring of operations employees
Establish and maintain Key Performance Indicators that accurately reflect status and quality
Control quality by exercising due diligence and care on operations to prevent service failures, security breach, and client dissatisfaction
Enforce company policies and compliance with standard operating procedures applicable to files and departmental operations
Manage timeliness and control over production flow of shipment files handling and closing, including general directives for billing, overseas affiliates’ remittance and P/L’s, vendors’ invoices approving and month-end closing processes within company’s prescribed deadlines
Responsible for the management of all employee’s performance under his/her responsibility, including maintaining a proper working discipline that favors employee’s productivity and morale
Responsible for resolving in a diligent and business efficient manner customer complaints (billing dispute and others) and implement measures to prevent their frequency and recurrence
Improve on an ongoing basis internal systems and procedures in order to favor customer service, department internal efficiency, and staff productivity
Responsible for promoting A & A’s corporate culture and customer service philosophy among all personnel under his/her responsibility
Support management in the design/implementation of new initiatives to improve operational infrastructure and sustainable processes needed to support and improve overall services, streamline costs and increase profit margins
Overtime hours may be required from time to time
Other tasks and duties assigned from time to time by the Director of Operations
In the first 30 days you will:
Observe Level 10 meetings for Canadian operations in anticipation of leading these weekly meetings
Shadow the Director of Operations to understand key quarterly and annual goals for this department
Read "The Book of the Quarter"
Set up one on one meetings with managers to create long-lasting relationships and to understand the needs of this group
In the first 60 days you will:
Begin leading Level 10 weekly meetings
Own the approval process for ADP - all operations staff
Work with the HR Leader to develop and present a strategy for building a strong recruitment pipeline for future open positions
Work with the Director of Operations to create career pathing for all operations staff with defined pay ranges for each position
In the first 90 days you will:
Ensure Supervisors are having Delegate & Elevate Quarterly Conversation with all direct reports
Be a strong, positive presence on the floor by leading my example and mentoring staff
Update and deliver all operations KPIs at the weekly company wide huddle
Undergraduate degree – MBA preferred
Five or more years of relevant experience. Customs brokerage experience preferred, but not necessary
You are Collaborative, Kind, and Goal-Oriented with applicable experience at a fast-paced company. We’re looking for someone who is flexible, nimble, humble and is okay with rolling up their sleeves and jumping in to support the frontline … a positive outlook and sense of humor will be a big plus.
A high tolerance for ambiguity and the ability to manage change with an action-oriented drive – must thrive in a dynamic environment.
Passion for and demonstrated success understanding and fulfilling internal or external customer needs; problem-solver mindset
Strong business sense. You get the big picture of what’s important and have the ability to challenge and debate issues of importance to the team. This includes understanding the key questions to ask and investigate.
Ability to challenge and debate issues of importance to the team
You have a strong background in problem solving, and frameworks for driving growth
Excellent verbal and written communications skills
A team player who genuinely enjoys approaching their work with an entrepreneurial and collaborative spirit while having fun at the same time
Working conditions are normal for an office environment
8:00 - 4:30 pm Monday to Friday with weekends off
This position is located in beautiful Surrey, BC.
We offer a competitive salary, benefits (health & dental), RRSP’s, a tuition reimbursement program, professional training, and paid time off.
While we sincerely appreciate all applications, only those candidates selected for an interview will be contacted.