Manager, Field Operations

4 weeks ago

Toronto, Canada Moneris Full time
Your Moneris Career - The Opportunity

You will manage the operations and structure of the field services for Ontario and will provide industry-leading customer service experience to Moneris Field Services customers. You will provide leadership, vision and guidanceto the employees to support the best performance across all goals including: customer satisfaction, operational efficiency and cost, service level goals, customer’s service experience, technical expertise and accuracy of the inventory on hand in the different service depots. You will develop a high level of customer satisfaction by ensuring the services delivered meet organizational quality standards and the defined service levels.

Location: You will be based in our Toronto office and will work in a Hybrid model

Reporting Relationship: You will report to the Director, Field Services

Your Moneris Career - What you'll do

  • Provide leadership to the Field Service delivery teams and monitor performance, daily activities, and call volume trends to ensure Service Level goals are exceeded and are in line with Moneris goals.

  • Work with Business Developers, Account Managers and Project Managers to identify staffing requirements to support projects and new service implementations.

  • Manage the Regional Field Service performance by partnering with other departments to ensure company targets are met at multiple levels (e.g. Customer satisfaction, Service Levels, Quality standards, KPIs, etc)

  • Manage and optimize inventory across all depots within the region to maximize stock levels and prevent stock shortages.

  • Lead Change Management Initiative implementation (process and service) within the designated region; be a solid contributor/enabler that supports the changes.

  • Identify ways to reduce costs of delivering the services and drive call volume and resource utilization through performance management.

  • Promote an environment that values continuous improvement process and ensure Field Service employees follow all procedures (processes and work instructions).

  • Establish and maintain a positive work environment that encourages teamwork, interdependency, and ethical behavior.

  • Provide coaching and development to staff including ongoing training, quality monitoring, delivering disciplinary actions, and reviewing employee performance evaluations.

  • Manage company vehicles to ensure safety of our employees, and that they are maintained following the policy requirements.

Your Moneris Career - What you bring

  • Bachelor’s degree in business, Operations, or related field of study. Equivalent work experience may be considered a substitution

  • 4+ years of experience in a field service delivery role (operational manager)

  • 4+ years of experience in a leadershop role with experience leading change

  • Excellent knowledge of management tools in continuous improvement and knowledge of quality assurance principles and methods.

  • Experience in process improvement, 3rd party supplier management and project management

Your Moneris Career - What you get

  • Comprehensive Total Rewards Program including bonuses, flexible benefits starting from day 1, and your choice of either a health spending account (HSA) or personal spending account (PSA)

  • RRSP matching & defined contribution pension plan

  • Learning & development programs and resources including unlimited free access to Coursera and an Educational Assistance Program

  • Holistic approach to your well-being, with an Employee Assistance Program for you and your family, access to 24/7 virtual health care, wellness events and a supportive workplace culture

  • A workplace committed to investing in Diversity, Equity and Inclusion (DEI) through various initiatives including, employee inclusion groups (EIGs), mentorship, DEI learning and workshops, educational events, and various resources including an internal DEI website and newsletter

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