Head of Order Management Operations

1 month ago

Mississauga, Ontario, Canada Element Fleet Management Full time
Embark on a rewarding career with Element Fleet Management

At Element, our employees impact lives positively every day. We are transforming the fleet management sector by prioritizing people over business, ensuring we deliver an exceptional client experience. This requires dedication and creativity, and we are seeking more individuals who share our vision.

The Senior Director of Order Management Operations is responsible for overseeing the order processing and fulfillment functions within Acquisitions, spearheading the development of processes, policies, and systems essential for supporting the organization both now and in the future. This role encompasses comprehensive management of the acquisition process across Element in the US and Canada.

Key Responsibilities:

  • Provide daily leadership for the Acquisitions team, fostering development and motivation among team leaders while ensuring budgetary compliance with organizational standards.
  • Translate company-wide strategies into actionable plans that enable the team to achieve and surpass client satisfaction, growth, and retention objectives, while adapting to evolving business needs.
  • Identify and understand client requirements (both internal and external) and collaborate closely with business leaders and internal stakeholders to align processes with these needs. Establish robust process controls and metrics to evaluate performance and drive enhancements.
  • Team Leadership: Formulate strategic short and long-term action plans that align with the business's vision, objectives, and values, ensuring profitability and growth of both existing and new ventures. Directly manage team leaders and align performance objectives with organizational goals, cultivating an engaged and motivated team environment.

Strategic Leadership Duties:

  • Champion Element's culture, strategy, and execution of key initiatives while enhancing overall team performance.
  • Provide strategic oversight and design operational processes to ensure effective functioning across all teams.
  • Proactively identify industry trends and leverage opportunities for product growth through existing and new revenue streams.
  • Collaborate with senior leadership to formulate and implement multi-year management and product strategies, including annual budgets and financial forecasts.
  • Establish and uphold compliance and controllership standards to ensure accurate reporting and adherence to regulatory requirements.

Team Development:

  • Mentor and coach the leadership team to enhance functional areas in alignment with the Acquisitions order processing and fulfillment strategy.
  • Lead workforce and staffing strategy development to meet financial, customer, and employee objectives, including productivity enhancement initiatives.
  • Implement performance metrics for both team and individual contributions, motivating team members to deliver exceptional customer service.
  • Ensure timely communication of departmental goals, objectives, and updates to the team.
  • Promote a partnership mindset across the organization that fosters customer-centricity and responsiveness.

Collaboration and Process Improvement:

  • Work with cross-functional leaders, internal partners, and clients to streamline and enhance processes that meet client expectations.
  • Engage with customers as necessary to ensure their needs are effectively addressed.
  • Manage customer escalations and collaborate with the Commercial team to align service delivery with client requirements.

Quality and Process Enhancement:

  • Develop and implement leading policies, processes, vendor partnerships, and technological solutions to provide effective customer solutions.
  • Collaborate with the team to create a roadmap for simplification and innovation, prioritizing actions that enhance capacity and scalability.
  • Support cross-functional initiatives within Acquisitions and across related teams.
  • Oversee vendor partnerships to ensure efficient solutions at competitive rates.
  • Facilitate the rollout of best practices through tools and training to enhance productivity and reduce manual processes.
  • Implement and supervise process controls and metrics to evaluate the performance of the Collateral Services function.

Enterprise Risk Management:

  • Lead the Global Commercial Risk program, establishing key performance measures as part of the Balanced Scorecard planning cycle.
  • Serve as the Commercial Representative on the Enterprise Risk Council.
  • Manage Business Continuity and Client Disaster Recovery programs to ensure critical processes can continue during significant events, safeguarding company value and client operations.

Qualifications:

  • A bachelor's degree in business or equivalent experience, with a minimum of 10 years in general management and leadership roles within a service-oriented industry.
  • Extensive knowledge of quality methodologies, such as Six Sigma or Lean.

Skills and Competencies:

  • Over 10 years of experience in a B2B environment, with a strong grasp of current technologies that drive business objectives.
  • Proven ability in strategy development and execution, fostering innovation to enhance business models.
  • Strong relationship management skills with cross-functional internal partners, emphasizing customer focus.
  • Robust financial and analytical capabilities.
  • Experienced people leader adept at recruiting, developing, and motivating teams.
  • Dynamic, adaptable, and collaborative; a leader who can positively influence both strategic and tactical initiatives.
  • Exceptional communication skills, with the ability to engage effectively with executives, senior management, clients, and team members.
  • Capable of functioning as both a tactical and strategic thinker.
  • Strong process improvement skills with a demonstrated ability to optimize processes for enhanced productivity.
  • Organized, self-motivated, and resilient, with the ability to manage multiple priorities effectively.
  • Proficient analytical and problem-solving skills, with excellent judgment and negotiation abilities.

Benefits:

• A culture that promotes innovation, empowerment, and accountability

• Comprehensive health and welfare benefits tailored to meet the needs of employees and their families

• Additional perks, including paid time-off programs (vacation, sick leave, and holidays)

• A hybrid work environment for most roles

Element Fleet Management is an equal opportunity employer committed to diversity, equity, inclusion, and belonging. We welcome all qualified applicants without regard to race, color, religion, gender identity, age, sex, sexual orientation, disability, national origin, or any other legally protected factors. Accommodations for disabilities during the application and interview process are available upon request.

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