Contents Department Manager

1 month ago

Coquitlam, Canada Canstar Fire and Flood Full time

**Position Overview**
The Contents Department Manager provides leadership, direction and support to their department staff. This role will develop and meet department goals, budgets and assist Project Managers with emergency scopes on water damaged structures. Projects must be completed on-time, on-budget and to established quality standards. Meeting or exceeding internal and external customer expectations will be crucial to the success of this role.

**Duties and Responsibilities**
- Contents_
- Complete contents processing, setting a strong example for efficiency and quality work (90%)
- Ensure quality is consistent and correct and escalate if needed
- Coordinate pick-up and drop off of contents with specialty trades and third-parties
- Manage department vehicles, adhering to Canstar’s Fleet Policy
- Participate and provide assistance with the road crew on site for large loss claims, high profile or complex claims
- Mange content subtrades to ensure safety policies are being followed
- Develop new subtrades, to create multiple sources
- Review and ensure staff are recording all consumables to the work order
- Complete walk through of warehouses weekly
- Attend job site visits to oversee safety compliance, deficiencies and efficiency
- Establish and approve department tool and equipment needs
- Monitor staff uniform program ensuring the Canstar image is maintained
- Ensure on call schedule prepared
- Approve daily timesheets and expense reports for direct reports
- Ensure daily timesheets and expense reports are being approved correctly by supervisory staff
- Work with the Canstar Management Team to develop, plan and execute the strategic plan
- Financial/Documentation_
- Plan and execute the annual Department budget
- Review financial results, develop strategies to meet margin target
- Review cost structure of warehouse space and profitability
- Weekly financial data and KPI review
- Ensure Customer KPI’s are met by delivering projects in a timely, efficient, and safe manner
- Responsible for the timely and accurate reporting of all documentation related to the department
- Leadership_
- Provide training to new hires in all areas of contents including, but not limited to, packing, cleaning, data entry, NRs, proper handling and moving of contents
- Provide leadership, mentorship and coaching to department staff
- Oversee and coordinate staff training and certification programs Conduct annual performance reviews with all department staff
- Set timelines for goals for production and processing; working with supervisor on meeting goals
- Oversee insured viewings at warehouses (all branches)
- Be present on the warehouse floor to ensure crews are meeting Canstar standards
- Liaise with supervisor on difficult claims and provide guidance to technicians
- Support a positive work environment and culture, that promotes recognition and embraces change
- Conduct monthly staff meetings
- Succession plan for key department position
- Meet with direct reports weekly
- Meet with Contents team monthly
- Comply with all Canstar policies and procedures including the code of conduct
- Working with the HR Manager, responsible for recruiting, hiring and retaining department staff
- Project Management_
- Assist Project Managers with project scopes of work and timeline expectations
- Develop and implement quality control programs
- Work cohesively with project management teams and production departments
- Provide job status updates to property owners and project managers
- Customer Service_
- Champion Canstar’s Customer Service Philosophy and create customer cheerleaders
- Champion Canstar’s Credo which outlines the respect we have for one another and our customers
- Health and Safety_
- Ensure that self and others adhere to Canstar’s health and safety practices and procedures
- Ensure good housekeeping is kept to perform work safely and efficiently
- Understand safety policies and protocols
- Ensure that self and others on site are wearing all required PPE, when required

**Who we are looking for**:
A personable and well-organized individual with outstanding customer service skills is a match made in heaven for a the Canstar Contents Processing Lead. Experience working in a fast-paced environment focused on internal and external customer service will have you off on the right foot for this position. Other important attributes of a future Canstar are:

- Education and Experience_
- 2+ years’ experience in content restoration
- A minimum of five years in construction or restoration industry in progressively challenging roles
- A minimum of three years of managing an employee group
- Level 1 First Aid, or ability to obtain
- Experience working with iCAT
- IICRC - SRT and OCT certification is considered an asset
- Experience working with ozone is considered an asset
- Diploma or degree in construction management or business management or extensive related experience in a construction or restoration management role
- II

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