IDC Business Partner

Intelcom | Dragonfly With more than 100 sorting stations and operations across three continents, Intelcom | Dragonfly is Canada’s leader in last-mile logistics. Our vision is clear: to deliver fast, accurate, and reliable service powered by cutting-edge technology.

Main Responsibilities

• Strategic Partnership & Business Alignment Identify mutually beneficial opportunities that support IDC sustainability, operational excellence, customer experience and Intelcom’s delivery capacity. Advise regional leadership on IDC partnership trends, risks and opportunities. Represent IDC perspectives objectively in internal discussions while ensuring alignment with Intelcom’s strategic priorities and operational requirements.
• Capacity Planning & Partner Development Collaborate with Operations and Procurement to assess future delivery requirements, identify capacity gaps and support capacity-planning strategies in assigned markets. Find new potential IDC’s and guide them through the selection and contracting process and onboarding phase (in collaboration with IDC compliance team) Provide input into IDC selection, onboarding and development strategies based on operational and customer needs. Support IDC scalability by identifying performance or capability gaps and recommending tailored development solutions. Support IDC’s with planning and confirming capacity of adequate vehicles and drivers and ensure IDC’s delivery on committed capacity including ramping up and down.
• Partner Relationship, Communication & Engagement Build and maintain trusted, professional relationships with IDC partners and internal stakeholders. Maintain rigorous monitoring of IDC KPIs and compliance. Adequately document their interventions and action plans. Ensure proactive communication with partners. Execute IDC performance reviews / QBR’s as per company policy and that follow up actions are realized or escalated as per company policy Maintain regular and transparent communication with IDCs regarding policies, tools, services, operational expectations and information sessions. Establish two-way communication by gathering partner feedback and sharing relevant insights with internal stakeholders. Address partner questions, concerns and grievances constructively, using negotiation, mediation and conflict-resolution skills. Represent Intelcom’s values and partnership approach consistently across all interactions.
• Field Engagement, Performance & Operational Insight Maintain regular engagement with delivery stations, frontline teams and IDC partners to understand operational realities. Review relevant performance indicators and field observations to identify risks, recurring issues and improvement opportunities. Translate field insights into practical recommendations for regional Operations and other internal stakeholders. Support station teams in identifying opportunities to strengthen collaboration with IDCs. Work with IDCs and Operations to develop appropriate action plans and monitor agreed follow-up actions. Challenge IDC’s on quality and capacity gaps and support them in finding relevant solutions; ensure training materials and IDC management tools are available and used Leverage IDC Business Reviews to formalize improvement and development actions and their successful completion or need for escalation Strong report-writing skills, with the ability to produce comprehensive analyses, executive summaries, and strategic, solution-focused recommendations.
• Change Enablement & Adoption Support IDCs through policy changes, new technologies, operational initiatives and performance-improvement plans. Communicate to, and train IDC’s on compensation policies and tools, route productivity and driver compensation models Ensure that IDCs understand applicable performance KPIs, compensation plans, tools, procedures and operational expectations. Promote the appropriate adoption and use of Intelcom tools and processes. Build understanding and commitment by communicating the purpose, expected benefits and impact of changes. Identify implementation challenges and elevate roadblocks to the appropriate stakeholders.
• Compliance & Risk Management Identify potential contractual, operational and compliance risks affecting IDC partnerships. Communicate areas of non-compliance clearly and recommend appropriate mitigation or corrective actions. Follow up with IDCs and internal stakeholders until agreed corrective actions have been completed. Apply the established escalation process when risks or non-compliance issues are not resolved within the expected timeframe. Maintain appropriate documentation of significant risks, commitments, escalations and corrective actions.

Key Competencies

• Business & Operational Acumen
• Data-Driven Decision Making
• Partnership & Stakeholder Management
• Communication, Influence & Conflict Resolution
• Change Enablement, Compliance & Professi