Field Operations Manager - Québec (Ottawa)
CSN Collision Centres
- Ottawa, ON
- Permanent
- Full-time
- Primary point of contact for CSN Licensees in the Eastern Ontario & Quebec Region
- Understand store needs and work with the FOM-Team Lead, or other departments within CSN when necessary, to ensure that these needs are met.
- Meet with each store on a quarterly basis to ensure that the store is getting the most out of the CSN System; specific meeting topics include:
- Overall business growth and performance
- Performance on insurance programs
- Utilization of vendors, marketing programs, software, training, and other components of the CSN System
- New and upcoming CSN initiatives
- Review of outstanding issues and / or new issues, including non-urgent issues.
- Identification of one or two strategic action items and expected timing
- Lead virtual and in person regional meetings, to occur up to three times per year and assist with CSN annual conference.
- Work with the FOM-Team Lead to identify strategies to help licensees get the most out of the CSN System.
- Work with other teams at CSN to execute identified strategies, and / or suggest additions, changes to the CSN System.
- Resolve store concerns, and high urgency issues originating from CSN corporate teams, providing clear direction in a timely manner.
- Escalate complex case management issues to the FOM-Team Lead when necessary and assist the FTA with case management and file auditing when necessary.
- Build and support licensee training
- Develop content and record micro trainings
- Report progress and activity to the FOM-Team Lead monthly, providing summaries on the following topics:
- Cases and action items more than 30 days old
- Challenges engaging with stores.
- KPI performance vs. targets
- Leadership Ability: Strong leadership skills with the ability to adapt to change
- Communication style: Tactful, clear and empathetic communicator
- Oral Communication: Clear communication skills in both French and English
- Analytical skills: Strong analytical ability and attention to detail, with logical and organized thinking.
- Team player: Collaborative management of relationships with a wide range of stakeholder groups and personality types, applying diplomacy to reach win-win resolutions
- Decision Making: Being able to make decisions independently, while understanding when to solicit another opinion
- Accountability: Being accountable for their own commitments and deliverables, as well as those of colleagues
- Organizational skills/Time Management: Strong planning and organizational skills with an ability to meet multiple deadlines simultaneously.
- Flexible: Able to adapt to change
- Problem solving: Has a critical thinking approach to problem solve and is a forward thinker. Demonstrate logical and organized thinking.
- Demonstrate self-confidence, self-motivation, integrity, and good work ethics
- Conflict Management: Frames the discussion positively, takes action resolving conflicts, while minimizing tension.
- Highly motivated self-starter with an engaging personality
- The position would be best suited for someone with the following education and experience:
- Bilingual (French/English)
- Minimum five years of management experience in the collision repair industry
- Understanding of the GAA rules and application, within the province of Quebec
- Post-secondary or Trade School education with a focus in business or field related to the collision repair industry seen as an asset.
- Minimum 5 years’ estimating experience on both Canadian industry estimating systems (Audatex & Mitchell)
- Minimum 5 years’ experience with OEM procedural lookup as it applies to estimating
- Must always have a valid driver’s license.
- Travel will be required to meet with stores, attend industry events, attend training meetings, and meet with corporate staff at the head office in Oakville, Ontario.
- In person meeting with CSN Licensee are expected to represent 30-40% of the employees time with 20 – 30 days per year requiring overnights.
- The environment for this role is fast paced and complex, involving urgent timelines, multiple competing priorities and managing numerous stakeholders.
- Success candidate will be required to work out of their home office and have access to a personal vehicle (for which a vehicle allowance will be provided to cover use of, maintenance and insurance.
- Competitive salary and bonus program
- Competitive benefits package
- The ability to grow, develop and manage your career path.
- Career Path