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Operations Leader

2 months ago

Toronto, Ontario, Canada ARS Global Emergency Management CA Full time

ARS / Global Emergency Management stands as a prominent authority in disaster response and property restoration. With a legacy of excellence spanning over six decades, our mission is to fulfill the requirements of insurers, agents, brokers, and, most importantly, the policyholders. We cater to property owners across various sectors, providing restoration services for damages caused by WATER, FIRE, STORM, and other disaster-related incidents.

We are embarking on an exciting phase of transformation and expansion. Our compensation package includes a competitive salary, comprehensive health benefits encompassing medical, dental, and vision care. Additional perks comprise a company RRSP program, an employee assistance program, educational support, professional development opportunities, and pathways for internal advancement. If you possess the skills to excel as our Branch Manager, we are eager to connect with you.

Position Overview:

The Branch Manager is responsible for overseeing all operations within the designated branch. Your proficiency in assessing, scoping, estimating, and managing claims projects will be pivotal in nurturing our current and future teams. As the ideal candidate, you will bring leadership, experience, and insight to our expanding team, seamlessly integrating into a culture defined by Trust, Integrity, Teamwork, and the pursuit of excellence.

Key Responsibilities:

1. Operations Management:

  • Supervise all facets of the branch's operations, including claim intake, emergency services, project oversight, staff scheduling, and ensuring customer satisfaction.
  • Monitor service activities to guarantee that file communications, client authorizations, documentation, and digital filing align with corporate standards.
  • Implement assignment protocols for claims and service requests.
  • Ensure services rendered comply with company policies, industry standards, and safety regulations.
  • Facilitate prompt resolution of claim escalations and team discrepancies.
  • Enforce corporate expectations with all subcontractor and vendor engagements, including authorizations, safety, liabilities, quality of work, timeliness, warranties, and payables.
  • Maintain visibility of role-specific targets related to invoicing, file performance, and corporate KPIs.
  • Accept assignments of claims and/or duties as directed by the General Manager.

2. Team Leadership:

  • Guide, mentor, and inspire a team of project managers, coordinators, restoration technicians, and administrative personnel.
  • Conduct regular performance evaluations, provide ongoing training, and foster a positive and supportive work environment.
  • Encourage teamwork, collaboration, and professional growth among staff.
  • Actively engage with colleagues and departments such as Health and Safety, IT, Digital Media & Communications, Human Resources, and Business Development.
  • Create opportunities for open dialogue and feedback.

3. Customer Service:

  • Establish and nurture 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.
  • Facilitate timely and informative communication within project teams, both internally and externally.

4. Financial Management:

  • Steer the branch and related services towards profitability and sustainability.
  • Achieve invoicing targets by mid-month and support the attainment of these targets by month-end.
  • Manage Accounts Receivable and assist in the corporate escalation process for collections.
  • Conduct monthly meetings with Project Managers to review the status of all jobs.
  • Prepare monthly performance reports for the General Manager, including action plans based on findings.

5. Quality Control:

  • Ensure that all restoration work is executed to the highest quality standards.
  • Conduct site inspections and audits to verify compliance with company procedures and industry best practices.
  • Support the collection of client feedback.
  • Include shadowing audits for both emergency response and restoration activities.
  • Implement continuous improvement initiatives to enhance service delivery.

Required Knowledge and Experience:

  • 7+ years of experience in the restoration industry, particularly in water and fire damage restoration.
  • Demonstrated leadership and team management capabilities.
  • Strong understanding 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 oversight.
  • Proficiency in restoration management software and other relevant technologies.
  • Valid driver's license and a clean driving record.
  • IICRC certifications in Water Damage Restoration (WRT), Fire and Smoke Restoration (FSRT), and Mold Remediation Specialist (MRS).

AODA Statement

ARS / Global Emergency Management encourages applications from all qualified individuals. Applicants with disabilities may notify us of any accommodations needed to support your participation in the recruitment process.

We appreciate all applicants for their interest and effort in applying. Please note that only candidates selected for interviews will be contacted for this position.