Operations Manager

**Position Overview**

Reporting to the General Manager, the Operations Manager is a leadership role that supports the management team. This position’s primary responsibility is ensuring organizational and financial effectiveness of the branch. The Operations Manager is responsible for ensuring and improving the performance, productivity, efficiency and profitability of each department through the provision of effective methods and strategies, while adhering to differing customer protocol agreements. This role will monitor revenue, expenditures, performance management, and staffing needs and will delegate personnel with tasks and duties. The Operations Manager will

assist with file resolution, client relationships, and business growth. They will attend industry functions, seminars and courses with other management staff for the continued professional development of the branch.

**Job Duties**
- Improve on departmental operational systems, processes and policies in support of the branches organization's visions
- Manages and increases the effectiveness and efficiency of supporting departments (Human Resources, Marketing, Sales and Finance), through the coordination and communication between the business functions
- Play a significant role in both short-term and long-term planning, drive initiatives throughout the management team and in the organization that contribute to long-term operational excellence
- Review departmental processes for timely completion of projects and tasks
- Collaborate with management for operational effectiveness and implementing change
- Review health and safety compliance requirements for all projects with Health and Safety
- Follow all internal policies and procedures in association with varying protocols for all jobs
- Conduct weekly operational meetings with employees to review previous month's leads, sales, insurance company scoring results, customer survey and satisfaction sheets and to keep employees up to date with corporate and industry changes
- Manages and oversees equipment assignment including (but not limited to) cell phones, laptops, vehicle and tracking of fuel consumption
- May be required to participate in the on-call rotation as the on-call manager; which will include coordinating after hours emergency services
- Provide excellent customer service
- Work under time constraints to meet specific timelines
- Ensure attention to detail and keen sense of safeguarding other people’s property and information
- Will practice good housekeeping at all times to ensure a safe and non-cluttered worksite
- Participates in and demonstrates an understanding of safety principles and practices; follows all safety policies and procedures to support a safe working environment, including safe operation of machines and equipment
- Comply with all **Belfor** policies and procedures, as well as legislative requirements
- Proactively communicate job site conditions and concerns that may or are affecting completion of the job to the appropriate person
- Attend all **Belfor** sponsored training courses

**FINANCIAL**
- Will oversee financial management, planning, systems and controls
- Analyze monthly financials and provide insight to the General Manager for operational monthly and annual budget opportunities
- Track and review monthly and year to date invoicing and accounts receivable to ensure Project Manager and Branch goals are being achieved

**PROJECT BASED**
- Oversees all projects for profitability and staffing
- Monitor assignment of new leads for fair distribution and protocol adherence
- Oversees and facilitates the administration of internal job processing system
- Monitor scorecards from insurance companies, ensuring any changes in office protocol will result in increased performance
- Communicate and meet with Insurers to review guidelines
- Manage and oversee estimating standards ensuring protocols are adhered to
- Monitors estimate / invoice timelines to ensure they are within client expectations, as well as produce reports to review Project Manager performance
- Ensure communication and coordination between departments for job completion
- Partake in and conduct contract and budget reviews, monitor work in progress (WIP) reports to ensure we are capturing contract and budgets accurately, audit files for closure for compliance issues and margin analysis
- Participate with file resolution with customers, clients and vendors as necessary
- Review and approve accounts payable invoices and job costing
- Review file progression, invoicing and collection efforts
- Monitor accounts receivables to ensure accountability

**HUMAN RESOURCES**
- Support daily human resources activities and responsibilities
- Review and approve staffing requirements, including the on-call schedule and vacation requests
- Support on-going HR initiatives and ensure proper communication to all staff throughout the branch
- Support training initiatives, both personal and professional, as well as mandatory tr