Operations Manager/AGM

Mô tả công việc

OPERATIONS MANAGER / ASSISTANT GENERAL MANAGER (AGM) The Operations Manager/AGM is a General Manager in training, the right arm to the General Manager, with a development period of 18-24 months.  The Operations Manager/AGM is responsible for a multitude of strategic initiatives specifically targeted to (1) elevate the current operational systems and procedures to meet operational goals (2) collaborate with the General Manager along with other senior managers to develop strategies to maximize revenue, drive profitable growth and to control manageable expenditures; making recommendations, implementing and administering cost saving strategies to meet and exceed the company’s financial goals and (3) lead the organization through significant culture changes driven to build a highly efficient service-driven customer-focused operations model.  At the onset, the Operations Manager/AGM’s primary mandates will be divided into two phases.  Phase 1 is operationally focused, core responsibility being to elevate the current operational systems and procedures to meet operational efficiency goals.  Estimated length of time to successfully achieve Phase 1 is approximately 6-9 months.  Once the operation is meeting efficiency goals, and Phase 1 is deemed successful and ready to be overseen by the new Operations Manager/AGM will transition into Phase 2, where the focus shifts to the business’s sales operations while continuing to oversee the facility’s operations.  Phase 2 will entail working in tandem with the General Manager on sales strategy, process, procedures, developing the sales team’s bench strength and providing guidance and mentorship to the sales force. PHASE 1 - CORE RESPONSIBILITIES Lead the operations teams to constantly strive on improving the quality and efficiency of existing operations by implementing new systems and/or improving upon old ones, end goal being a safe, high quality, cost-efficient operation; key areas of focus are inventory, purchasing, fleet management, labor management, safety, and driving creation and implementation of SOP’s. Lead the operations management team in setting policies, procedures, and systems and following through with implementation, consistently advising of progress  Develop and implement warehouse and logistics operational systems and procedures to provide required information for all operational activities Partner with the General Manager in developing, interpreting and implementing policies and procedures for the organization as a whole Communicate customer issues with operations team and sales, devising ways of improving the customer experience, including resolving problems and complaints Organizational development including the hiring, development, management and leading of staff including warehouse, delivery & installation, load crew and maintenance Budget and capital expenditure forecasting Responsible for fleet management, risk management and safety programs Perpetuate a culture of excellence and constant process improvement Maintain positive and productive relationships with customers Maintain a full understanding of the market and the competition PHASE 2 - CORE RESPONSIBILITIES Continue to oversee the operation from a management and strategic perspective, leading, guiding and mentoring the warehouse, logistics and inventory management Partner with the General Manager in directing and overseeing all operational activities, specifically the sales operation to maximize revenue and to deliver a positive experience and provide exceptional customer service for our clients Acquire full operational understanding and know-how of the sales process, procedures and associated costs in doing business Partner with the General Manager in developing the budget and capital expenditure plans, and seeing the budget through to fruition by controlling expenses in accordance to budget guidelines Develop business plans and sales strategies for the market that ensures attainment of company sales goals and profitability Prepare sales and prospecting action plans for each sales representative, establishing territories, goals and quotas Initiate and coordinate development of action plans to penetrate new markets Conduct one-on-one reviews with all sales team members to build more effective communications, to understand training and development needs, and to provide insight for the improvement of team’s sales Performance Responsible for the performance and development of the sales team, driving their productivity through direct feedback and coaching on proven sales skills and processes, addressing areas of sales skills/competence, client experience and product knowledge with each team member Maintain accurate records of all pricings, sales, and activity reports submitted by sales representatives Assist sales representatives in preparation of proposals and presentations Assist sales staff with customers to promptly resolve complaints that may arise Recruit, interview and hires sale representatives based on needs of the business Assist in the development and implementation of marketing plans as needed Adhere to and communicate to staff members all company policies and procedures