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National Process Manager, Franchisee Operations

3 months ago

Montreal, Quebec, Canada Belron Canada Full time
Ready to tap into your best and drive your career forward?

Automotive glass technology is helping transform how we experience the road.

At Belron Canada, we take this seriously, which is why we invest tirelessly on developing, certifying and advancing an elite force of highly trained technicians.

This position is responsible in providing operations support to our Franchisee across Canada in their execution of their business plan, contractual agreements, all communications which includes the following:

Responsible for being the point of contact between various Belron Canada National Support Centre (NSC) and RM's within the Franchisee team across Canada regarding implementation of new programs and initiatives, projects, training, compliance & contractual obligations, etc., in alignment with Service Delivery team initiatives and programs.

Ensure sustainable customer experience is adhere while supporting the sales execution.


Work closely with the retail operations management teams in each region and guide the interventions of the field related adherence of utilization of PAT, ensure customer journey is standardize across the network, etc...

Actively participate in monthly reviews and evaluations of the performance of field teams and proposed action plans to the OPS Dir as well as the RM Franchisee to improves retail sales

Responsible for distributing reporting and identifying opportunities to RM's for the franchisee network to improve performance and growth, i.e. KPI's, Sales, Loyalty, Royalty etc.

Provide support and assistance to RM's regarding franchisee industry best practices to achieve common objectives in the improvement of performance,

Ensure the RM's consistently adheres to our practices and complies with rules established by the franchisor as per contracts.

This position reports to the National Director service delivery.

  • Provide continuous support with Evolving the Franchisee Model
  • Partner with RM's to diagnose barriers & opportunities which affect performance and assist with developing business plans to maximize improvement related to Operations, Marketing, Training, Customer Experience, etc.;
  • Implement strategic plans in partnership with Ops Dir and RM's designed to meet objectives
  • Leverage corporate operational approach delivered by the Service Delivery team and integrate into franchise model
  • Produce, validate, and send the ADAPT reports as well as any new reports and KPIs required within the planned deadlines.
  • Coordinate and partner with support our RM's on the business plan with tools and ensure the support execution is done in the franchisee stores
  • Use all the tools available and best practices from Belron to support the team and our franchisees and make any adjustments if needed to improve the tools or resources
  • Review and update as required on operational processes and procedures including Operations Manuals.
  • Prepare, manage, and ensure the entry of information into the Elearning (SmarterU) platform in collaboration with the team.
  • Provide support to the OPS Director as needed
  • Manage and maintain the administrative part of the contractual agreements: Notices, ensure administrative compliance, insurance, enter invoices (Sensaas), tracking files (active files, renewals), etc
  • Prepare and Maintain Monthly Business Priorities with the assistance of the Global Calendar.
  • Identify soft skills training requirements for the franchisees on Elearning, leverage best practices with the assistance of the NPM, Field Execution.
  • Participate in continuous improvement in partnership of various Belron Canada NSC departments and the RM's to bring external industry expertise, best practices, programs, processes to the organization
  • Prepare and process Speedy Glass Regional Advertising reimbursement processing
  • Prepare and maintain Franchise Contact List, Official Franchise Lists, Legal Franchise Files
  • Coordinate with the assistance of IT support, the QuickBooks setup (POS interface) and support franchisees with concerns or questions.
  • Develop onboarding & departure tools for franchisees and coordinate administrative tasks to support and deliver to RM's
  • Review monthly AS400 monthly upload files (royalties, NPS, Training, Transfer/Renewal Fees, franchise warranty chargeback etc)
  • Work in collaboration with the NPM, Business Transformation in preparation of all internal communications through Impact newsletter being sent to the network (English and French)
  • Organize and coordinate meetings for the support team, committees, and franchisees as well as follow up on any actions that need to be completed by meeting participants.
  • Lead and manage all Internal and external Credit Approval Process (credit approval, execution legal docs (GM, ADAS)
  • Organize, coordinate, and/or leading regional, partnership committee, national meetings

Qualifications:

  • 612 years of experience in an operations or Franchisee support role with a national company