Field Operations Manager

3 weeks ago

Ottawa, Canada CSN Collision Full time

**About CSN Collision Centres**:
CSN Collision Centres safely repairs more than 200,000 vehicles a year helping Canadians get back on the road with the trust and comfort of knowing their vehicle has been returned to like new condition. Since 2002, CSN has grown to become the leader in collision repair with 230 collision repair centres across Canada.

**Summary**:
The Field Operations Manager - Eastern Ontario & Quebec is the primary point of contact for CSN Licensees within their designated region. The position reports directly to the FOM-Team Lead and will work with other FOMs and FTAs in Eastern Canada. The FOM will help licensees grow and perform by working with other departments within CSN to help licensees improve their business operations by leveraging the CSN System, which includes (i) partnerships with insurers, OEMs and vendors, (ii) local and digital marketing tools and (iii) operational support tools.

**Primary Objectives of the Field Operations Manager**
- 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

**Requirements**:
**Critical Skills (competencies)**
- 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.
- 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**Other Qualifications: Education and Technical skills**
- 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
- 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 requirements**
- 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.

**Work Environment**
- The environment for this role is fast paced and complex, involving urgent timelines, multiple competing priorities and managing numerous stakeholders.

**B

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