Restoration Operations Leader

3 weeks ago

Golden Horseshoe, Canada ARS Global Emergency Management Full time
About the Role

We are seeking a highly experienced and skilled Branch Manager to lead our restoration operations in Toronto. As a key member of our team, you will be responsible for overseeing all aspects of branch operations, including claim intake, emergency services, project management, staff scheduling, and customer satisfaction.

Key Responsibilities
  1. Operations Management
  • Oversee all aspects of branch operations, including claim intake, emergency services, project management, staff scheduling, and customer satisfaction.
  • Monitor service activity to ensure that file communications, client authorizations, documentation, and digital filing align with corporate expectations.
  • Assignment protocols for claims and service requests.
  • Services rendered follow company policies, industry standards, and safety regulations.
  • Champion prompt resolution of claim escalations and team discrepancies.
  • Enforce corporate expectations with all subtrade and vendor engagements up to and including: authorizations, safety, liabilities, quality of work, timeliness of work, warranties, and payables.
  • Maintain visibility of role specific targets related to invoicing, file performance, and corporate KPI's.
  • Take assignment of claims and/or duties as directed by General Manager.
Team Leadership
  • Lead, mentor, and motivate a team of project managers, project coordinators, restoration technicians, and administrative staff.
  • Conduct regular performance reviews, provide ongoing training, and cultivate a positive and supportive work environment.
  • Promote teamwork, collaboration, and professional development among staff.
  • Active participation with co-workers and departments such as: Health and Safety, IT, Digital Media & Communications, Human Resources, and Business Development.
  • Create opportunities for open discussion and feedback.
Customer Service
  • Establish and maintain strong relationships with clients, stakeholders, and insurance professionals.
  • Address client concerns and inquiries promptly and professionally.
  • Ensure that all projects meet and exceed client expectations.
  • Drive timely and informative communication within project teams, both internally and externally.
Financial Management
  • Lead the branch and related services to be profitable and sustainable.
  • Obtain invoicing targets at mid-month and support the delivery of said targets by month-end.
  • Manage Accounts Receivable and support the corporate escalation process for collections.
  • Complete monthly meetings with Project Managers to review status of all jobs.
  • Prepare monthly performance reports for General Manager including action plans on findings.
Quality Control
  • Ensure that all restoration work is completed to the highest quality standards.
  • Conduct site inspections and audits to verify compliance with company procedures and industry best practices.
  • Support participation and collection of client feedback.
  • Include shadowing audits for both emergency response and restoration activities.
  • Implement continuous improvement initiatives to enhance service delivery.
Requirements
  • 7+ years of experience in the restoration industry, with a focus on water and fire damage restoration.
  • Proven leadership and team management skills.
  • Strong knowledge of restoration processes, techniques, and equipment.
  • Excellent communication and interpersonal skills.
  • Ability to manage multiple projects simultaneously and meet deadlines.
  • Financial acumen with experience in budgeting and financial management.
  • Proficiency in using restoration management software and other relevant technology.
  • Valid driver's license and clean driving record.
  • IICRC certifications in Water Damage Restoration (WRT), Fire and Smoke Restoration (FSRT), and Mold Remediation Specialist (MRS).

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