Operations Director

2 weeks ago

Fort McMurray, Canada Finning Full time

Description

:

Major Job Functions:

Program Management

Operate within the governance framework to drive organizational alignment across multiple functions Develop program-level design and approaches guided by the governance objectives, achieving necessary business outcomes and key performance indicators (KPIs) Establish and monitor KPIs related to customer experience based on industry standards and measurements Provide a single point of accountability for Finning customers as it relates to overall satisfaction with Finning enterprise wide. Drive consistency within the Company so that the customer has the same level of support and world-class service throughout the Finning network. Collaborate with stakeholder teams, assist in building, reviewing and presenting standardized performance reporting to support regular governance meetings; capture learnings and innovation to support continuous service improvement Identify, prioritize, and escalate customer issues/concerns to increase customer satisfaction, loyalty and retention and to meet their expectations. Develop and maintain Customer specific Scorecards aligned to the Governance Levels. Maintain overall health card with the customer, escalate items of issue to resolve and define areas of process improvement within Finning to fix and standardize.

Operations Management

Safety Leadership – lead, demonstrate and champion a healthy and safe work environment and culture for all branch employees, contractors and customers. Ensure all safety practices, policies and compliance requirements are followed and safety targets are met. Demonstrate clear and effective leadership to branch employees through role and responsibility guidance, performance management, coaching and mentoring and supporting growth and development opportunities. Provide quality, timely feedback to individuals through formal and informal conversations to support individual performance. Share Customer Experience and Employee Experience results, solicit feedback, develop and manage actions to continuously improve in required areas Results and Financial Management – manage branch operations, assets, finances including planning, forecasting and reporting of branch financial results. Direct timely resolutions to customer issues and goodwill settlements Create annual budget, forecasting and review applicable contract management emails if required

Relationship Management

Establish and cultivate strategic partnerships with the customer, Caterpillar and internally at Finning, to ensure overall customer satisfaction with a focus to exceed customer expectations Operate as advisor to our business units and departments in customer experience methodology and practice creating and promoting an effective customer experience culture. Partner with account executive team and collectively work to 1) provide full value solutions to make our customers more successful 2) excel with every interaction they have with Finning to drive loyalty and overall share of wallet.


Education & Experience:

Post-secondary education (or considerable work experience to supplement) in Finance, Marketing, or Business or related field. A Master’s degree would be considered an asset. 8+ years of customer & operational experience leadership Demonstrated ability to lead and inspire others Project management experience is considered an asset

At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employer, and we actively encourage all individuals to express themselves and achieve their full potential. As a company, we continuously strive to enhance our outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, and/or mental or physical disabilities. Furthermore, Finning is committed to collaborating with and providing reasonable accommodations /adjustments to individuals with disabilities. If you require an adjustment/accommodation at any point during the recruitment process, please inform your recruiter.

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