Operations Leader

7 days ago

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

ARS / Global Emergency Management stands at the forefront of disaster recovery and property restoration, with a rich legacy of over 60 years in the industry. Our mission is to provide exceptional service to insurers, agents, brokers, and most importantly, the policyholders. We specialize in restoration services resulting from WATER, FIRE, STORM, and other disaster-related events.

As we embark on an exciting phase of transformation and expansion, we offer a competitive compensation package that includes a comprehensive health plan covering medical, dental, and vision. Additional benefits encompass a company RRSP program, employee assistance initiatives, educational support, professional development opportunities, and pathways for internal advancement. If you possess the skills and experience to excel as our Branch Manager, we encourage you to explore this opportunity.

Position Overview:

The Branch Manager is responsible for overseeing all operational facets within the designated branch. Your proficiency in evaluating, scoping, estimating, and managing claims will be instrumental in nurturing our current and future teams. The ideal candidate will bring leadership, experience, and insight to our expanding team, seamlessly integrating into a culture defined by Trust, Integrity, Teamwork, and a commitment to exceeding expectations.

Key Responsibilities:

1. **Operations Management:**

  • Supervise all elements of branch operations, including claim intake, emergency response, project oversight, staff scheduling, and ensuring customer satisfaction.
  • Monitor service activities to guarantee that file communications, client authorizations, documentation, and digital filing meet corporate standards.
  • Establish 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 in all subcontractor and vendor engagements, covering authorizations, safety, liabilities, quality of work, timeliness, warranties, and payments.
  • Maintain visibility on role-specific targets related to invoicing, file performance, and corporate KPIs.
  • Assume responsibility for 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 workplace 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:**

  • Develop and maintain strong relationships with clients, stakeholders, and insurance professionals.
  • Address client concerns and inquiries in a timely and professional manner.
  • 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 associated 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 adheres 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.
  • Implement continuous improvement initiatives to enhance service delivery.

Required Knowledge and Experience:

  • 7+ years of experience in the restoration sector, 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 concurrently 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 welcomes applications from all qualified individuals. Applicants with disabilities may inform us of any accommodations required to support their participation in the recruitment process.

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

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