Job Description: Operations Manager September 2017 Title: Operations Manager Reporting to: Executive Director Purpose As a senior member of the Management Team, the Operations Manager is responsible for supporting the Executive Director, and collaborating with other managers and coordinators to meet all aspects of the agency s mission and strategic priorities including operations, finance, staffing, human resources, and community development. This position supports the Executive Director as needed and as requested by serving as a second in command and filling in during his/her absence or when otherwise required. Specifically, the Operations Manager: Provides oversight and direction for the Program Coordinator of Employment Supports, the courier staff group, marketing staff, customer service representatives and dispatchers Ensures that customer services standards are established and met Develops plans, processes and policies to support daily business activities With the support of the Program Coordinator ensures that opportunities for personal growth and development, improved quality of life and wellness and enhanced job satisfaction are enjoyed by all members of the A-Way community Leads or participates in special projects resulting from new business opportunities, establishing goals, deadlines and priorities for the business Provides leadership in creating a team-based culture and in developing staff, and provides leadership to the organization as a whole on issues related to technology and technological change. Major Responsibilities: 1) To oversee and direct A-Way s business operations at the front office level, the Operations Manager: Coordinates daily activities of couriers and office staff Establishes customer service standards and guidelines and monitors service performance Communicates and provides guidance to staff to meet organizational objectives Oversees development of work plans, work processes and service policies, revising them as needed Ensures that customer complaints are addressed and tracked Ensures availability of technical support and training Monitors and evaluates technological operating platform Participates in resolving system issues and in implementing technological changes Ensures compliance with legislative requirements affecting A-Way Acts as Privacy Officer for customer service.
2) To support A-Way s business development, the Operations Manager: Provides an operational focus to Business Team meetings and marketing strategies Staffs and facilitates an Operations Committee aimed at involving staff in day to day business issues to encourage staff empowerment and service quality improvement Recommends improvements to business operations Establishes goals, deadlines and priorities for the business in collaboration with the Executive Director Oversees development and strengthening of business relationships with customers Provides analysis and reports of business operations as requested by the Board of Directors or the Executive Director, including reports on sales, marketing, pricing Takes leadership and initiative in maintaining business data and other related data that might be required from time to time by funders Supports fundraising initiatives by assisting with fundraising proposals and creating budgets particularly as they affect staff training, marketing, sales or business diversification efforts Administers and manages the lease and any relationship with A-Way s landlord. Working with the Office Manager, ensures that the physical office space and amenities are adequate for the requirements of both business and health and safety regulations Participates in managing and planning the budget and organizational finances, as requested and as needed by the Executive Director. Attends finance meetings. Supports the ED in monitoring expenditures and flags issues as they arise for his/her attention. 3) To ensure staff satisfaction, performance and development, the Operations Manager: Supervises and evaluates the Program Coordinator. Has oversight of the Program Coordinator s supervision of the courier staff group Supervises and evaluates marketing, outreach, customer service, and dispatch staff Collaborates with, and supports the work of accounting, office management and employment support staff Shares organizational vision with staff, maintains a healthy office culture that promotes positive interaction, good communication, an environment conducive to learning, and a team-based, highperformance approach. Ensures training opportunities that are affordable and accessible. This may at times include directly providing training and development opportunities for staff, including an ongoing customer service training program and training in other skills that are required for their jobs Addresses performance issues promptly and ensures they are resolved. Reports critical issues or trends related to performance to the Executive Director for her information Recruits and selects staff to meet organizational needs Maintains any necessary records or files required by supervisory relationships, and /or ensures they are maintained by others. This includes up to date employment files, job descriptions, time sheets, attendance records, correspondence and reviews. And, performs other related duties as required.
Qualifications Education College or university is required. Certificates or completion of programs in skills such as customer service, supervision, technology and other related areas are an asset. Required Skills, Knowledge and Experience Experience A minimum of five years of related experience is required. Experience working in a customer-oriented environment is required. Knowledge of the courier industry and familiarity with non-profit/alternative businesses is desirable. Knowledge Knowledge and understanding of the experience of living with mental health issues and the challenges of living in poverty. Knowledge and support for the ideas and values that underlie consumer/survivor empowerment and the social enterprise sector. Willingness to learn about and keep abreast of business developments in the courier sector, as well as developments in the community services sector that are relevant to the A-Way community. Leadership and Communication Outstanding leadership, conflict resolution and problem-solving skills. Excellent judgment, interpersonal skills and oral communication skills. Written communication skills include the ability to prepare correspondence, proposals, outline procedures, and produce minutes and reports. Supervisory skills including coaching, goal setting, performance management, and progressive discipline. Ability to build and maintain an effective and motivated team. Group facilitation skills, including animating committees and work groups. Ability to collaborate in a respectful manner with subordinates and peers, and to both operate as a strong team member and to develop team spirit and capacity among others within the organization. Advanced level skills in providing customer service in person, over the phone and in writing. Ability to problem-solve and communicate in the case of a dissatisfied customer. Ability to design and lead trainings for staff in areas such using new technology and customer service. Working Style Ability to empathize with staff, maintain focus for oneself and others, and to maintain perspective in the face of competing demands. Role model calm for staff who may sometimes experience stress. Strong organizational and time-management skills in relation to both one s own work and in relation to helping others prioritize immediate business needs. Willingness to participate in some external meetings, and also willingness to network within the sector to advance the interests of the organization.
Technical Skills Proficiency in Microsoft Office, particularly Word and Excel applications. Proficiency in internet-based research. Experience in database administration and records management. Basic skills in statistical analysis (calculation of revenue trends over time). Proficiency in IT management such as software upgrades and operation of office equipment. Willingness and ability to maintain and develop further competence in technology. Desirable Skills, Knowledge and Experience Direct lived experience of mental health issues and/or the experiences of other equity seeking groups is a strong asset. Knowledge of business related and employment related legislation is desirable. Experience of working within the courier industry. Experience of working with logistics-related software. Work Complexities The below provides examples of decisions the incumbent makes, situations requiring judgment, challenges involved the job, and the consequences that could result from error. Must be able to work as a member of a team, while also providing leadership to other members Prioritizes activities while working under pressure of competing demands. Must be able to motivate changes in staff culture and performance. Must be able to generate ideas for improvement in a variety of different areas. Must be able to take initiative to implement and follow through on improvements. Must be able to instill both individual and team-based responsibility within staff. Uses judgment to investigate and assess customer service problems and recommend action. Uses judgment to scope projects, anticipate costs and organize related people and activities. Failure to effectively assess, or address an issue with a customer could affect A-Way s reputation and credibility as a business. Failure to effectively address a behavior issue amongst staff you supervise could allow tension or negativity to develop. Failure to adequately scope a project s resource needs could result in lost revenue and could affect A- Way s reputation and credibility as a business. Primary Work Contacts Receives direction from the Executive Director Exchanges information with and consults with other supervisory staff Exchanges information with IT staff and external IT consultants Provides information and advice to marketing staff Provides direction, guidance and supervision to office staff and couriers Exchanges information with Business Team members Resolves customer complaints Responsibility for the Work of Others Develops and implements work methods, work procedures and work standards for others, such that quality is maintained.
Work Environment Work sometimes involves periods of intense concentration, but also has frequent interruptions. Work often involves competing deadlines/demands and sometimes involves upgrading skills. Although work is sometimes performed in a semi-private office, supervision of staff often involves working in an open office environment. The requirement of team-building requires regular meetings and a team-based approach. Qualities and Abilities required by all A-Way employees Customer service focus: Relates to customers with courtesy, sensitivity, promptness and cooperation and gains their respect. Demonstrates concern for satisfying external/internal customers. Finds out what they want and how satisfied they are with what they are getting. Lets them know he/she is willing to work with them to meet their needs. Solves problems quickly and effectively. Can look at issues from the customer s perspective. Communication: Uses appropriate method (e.g., telephone, email, conversation) and style to communicate messages, ensuring they are concise and professional. Keeps supervisor and co-workers informed about progress and problems; avoids surprises. Listens to and values others opinions. Shares ideas and information with others who might find them useful. Tactfully, diplomatically and patiently handles challenging or tense interpersonal situations. Collaboration and teamwork: Demonstrates cooperation and commitment within a team to achieve goals and deliverables, placing team needs and priorities above individual needs. Is a resource to other employees. Involves others in decision-making and gives them credit for their contributions and achievements. Develops, maintains, and strengthens partnerships with others inside and outside the organization. Empathy: Displays the ability to imagine herself/himself in another s place. This involves noticing, interpreting, and anticipating others' concerns and feelings even when they are not explicitly communicated. Is able to express this awareness to others in a sensitive manner. Self-reliance and self-control: Manages own time, priorities, and resources to achieve goals. Has the ability to keep functioning effectively when under pressure and to maintain composure in highly stressful or adverse situations. Problem-solving and resourcefulness: Takes responsibility for problems; investigates them, recognizes what is important, and implements practical and timely solutions. Anticipates and prepares for problems by taking a solution-oriented approach. Draws on own knowledge and experience base, and knows when to seek advice from others. Sense of adventure and adaptability: Responds to changing business needs, organizational structure, procedures, technology and work responsibilities with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives. Displays an ongoing commitment to learning and selfimprovement and a willingness to acquire the necessary knowledge and skills to perform the job more effectively. Changes behavioural style or method of approach when necessary to achieve a goal. Attention to detail, thoroughness: Diligently attends to details and pursues quality in accomplishing tasks. Ensures that work and information are complete and accurate. Monitors and checks work or information and demonstrates concern for all the areas involved in a task, no matter how small.
Accountability: Monitors own day-to-day performance and takes corrective action when needed. Has a cando attitude and takes personal responsibility for the quality and timeliness of work. Achieves results with little oversight and follows through with projects until completion. Acknowledges mistakes. Follows guidelines, regulations, principles, and standards as appropriate. Professionalism: Follows organizational standards of conduct and is an effective representative who thinks about the effects on others of his/her words, actions, appearance, and mode of behaviour. Selects the appropriate words or actions for each situation. Organizational and planning skills: Establishes a systematic course of action to ensure accomplishment of a specific objective. Sets priorities, goals, and timetables to achieve maximum productivity. Coordinates ideas and resources to achieve goals. Commitment to equity/diversity/inclusivity: Behaves in a manner that supports a healthy, inclusive workplace and helps create a work environment that values diversity. Builds constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect. Additional Qualities and Abilities Creativity and innovation: Develops fresh ideas that provide solutions to a variety of workplace challenges. Actively looks for ways to change and/or improve processes, methods, systems, or services. Initiative: Plans ahead for upcoming opportunities and takes appropriate action. Does more than what is normally required where it will enhance services or avoid problems. Seeks out others involved in a situation to learn their perspectives. Team Leadership: Promotes organizational mission and goals, and shows how to achieve them. Motivates coworkers to work effectively toward a common objective, and earns their respect. Enables co-workers to grow and succeed through feedback, instruction, and encouragement, helping them improve their ability to succeed on the job. Creates a climate that inspires them to do their best.