General Manager

**General Manager, Canada**

**ABOUT GATEWAY SERVICES INC.**:
Gateway Services is Canada's first accredited pet aftercare provider offering 24/7 professional grief support, memorial keepsakes, pet burial, and fully trackable pet cremation. With 150+ locations, 2,000 team members and servicing over 17,000 veterinary clinics across North America, Gateway has built a solid reputation for providing compassionate and respectful aftercare for pets and the people who love them.

Please visit Gateway Services Inc. to learn more about us.

**LOCATION**:Guelph, ON

**SUMMARY**:
The General Manager, Canada, reporting into the Chief Operations Officer, is responsible for tactical and strategic decision-making and team leadership pertaining to all operational aspects of Care Centers within the designated Canadian region. The General Manager, Canada will have overall responsibility for driving profitability in the Canadian region through improved operational efficiency and customer excellence. The Canadian region is comprised of multiple provincial geographical locations.

This role oversees the effective and efficient deployment of Gateway’s strategic plans and associated resources within the Canadian region’s operations.

The General Manager is responsible for ensuring all facility processes, procedures, and activities within the assigned region support Gateway’s targets for quality, productivity, service, revenue, and profitability and will work closely and collaboratively with functional senior leaders in a matrix environment with key focus on sales, marketing, and HR. Gateway functions as one-team.

**HOW YOU WILL MAKE AN IMPACT/KEY RESPONSIBILITIES**:

- Develop and maintain trusted and strong working relationships with key stakeholders, colleagues, customers & team members.
- Develop and support a team with a focus on safety, customer service, quality, and operational effectiveness.
- Provide leadership and coaching that result in an empowered, solution driven team that focuses on continuous improvement.
- Foster a culture that promotes accountability, ethical practices, individual integrity, social responsibility, and operational performance.
- Provides direction to team members with focus on the planning, development and implementation of strategic programs and operations. Reviews work for alignment and coordination with other functions; establishes guidelines for decision making; and resolves challenges faced by the business in the Canadian market.
- Demonstrate commitment to Gateway’s core values.
- Ensure appropriate reporting tools are in place to monitor financial, sales and operational results with a focus on continuous improvement.
- Developing, executing, and achieving the performance goals set for all Canadian Care Centers as aligned with the overall long-term strategy in place for the broader organization.
- Take action to correct unsatisfactory conditions that may arise in any aspect of the Canadian operations and direct appropriate resources to accomplish agreed company objectives.
- Accountable for the annual and long-range capital and operating program budgets for the Canadian operations and monitors and controls spending, ensuring the effective and impactful utilization of available resources.
- Manages and directs the deployment of complex cross-functional resources and ensures expenditures align with approved strategic business plans
- Administer, oversee, and report on, budgets, and contracts; review and approve expenditures and service standards; meet service delivery objectives and oversee business activities.
- Ensuring that the Canadian Care Centers are managed and aligned with the standardized Support Center policies and procedures as well as compliance with provincial legislation, regulations, and standards.
- Reviewing financial statements to assess the Canadian regions financial health, including profits and losses, debt levels, cash flow, and other metrics. Drive appropriate reviews and action plans to address negative variances in a timely manner.
- Provide the Executive management team with a detailed monthly report on the overall performance of the Canadian operations.
- Serves as a key advisor to the organization’s executive management team and provides expertise, consultative support, and direction on a range of matters, including operational effectiveness, and sales initiatives as it applies to the Canadian operations.
- Remain current with latest pet aftercare industry and local trends.
- Drive a customer centric culture focused on quality and on time delivery.
- Maintain and enhance the customer satisfaction score (NPS) by ensuring the highest quality service are provided to pet parents, clinics, and customers.
- Maintain and enhance team member satisfaction scores (eNPS) by ensuring there are programs in place and action-orientated solutions based on team member feedback.
- Establish and grow the Canadian business by collaborating with the wider Gateway sales organiz