General Manager

JOB TITLE

General Manager

DEPARTMENT / BUSINESS

NFS

DOCUMENT CONTROL

SUMMARY

Reporting to the Director of Operations, the General Manager provides operational leadership for one or more customer account locations across the company.

We entrust our customer relationship to the General Manager to deliver service excellence, ensuring operational efficiency and achievement of customer contractual KPIs through; the establishment of strong customer relationships, achievement of P&L targets, focusing on team member engagement, development of their leadership team's capabilities, and driving continuous improvement initiatives.

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RESPONSIBILITIES

• Accountable for the facility safety programs in order to provide a safe workplace for all employees and within the regulations of Federal, State and Local legislations including; safety, violence and harassment laws.
• Ensures all SOPS and operating practices support a safe work environment.
• Monitors injury levels and equipment/product damage to ensure accidents and product/equipment damages are prevented.
• Leads the customer relationship through close daily contact, weekly review meetings, and monthly updates for reporting of KPI, CI and Financials, taking a pulse of the relationship and ensuring it remains strong.
• Resolves exceptions to operations and maintains contingency plans for operational interruptions such as; systems issues, transport issues, inventory concerns and labor.
• Ensures operations have the required resources and are organized to maximize performance and customer service within preapproved budget.
• Understands and manages impact of actions and interpersonal style when communicating with the customer.
• Reviews forecasts, inventory reports, sales order reports, and other available material and devises plans to meet fluctuations in warehousing operation.
• Ensures that inventory and cycle counts are performed and where necessary, completes appropriate investigation and approved adjustments.
• Provides leadership to facility staff by: Hiring, training, developing and scheduling proficient staff.
• Ensure that regular general meetings, team member events and engagement programs are in place and effectively implemented.
• Is a role model for the company culture ('Our Way') with strong reinforcement of Metro's 'Our Way' Values and leading the 'Our Way' program within their team.
• Builds positive employee relations and leads team member initiatives to create and promote an environment where team members are involved and committed to the success of the business through continuous improvement initiatives.
• Ensures managers and supervisors are well-trained and motivated to support requirements of customer contracts and the direction of the company.
• Recognizes team member performance by providing regular individual and team feedback utilizing management reporting tools and observations.
• Actively works on succession planning through selection, development and training of operations managers, supervisors, team leaders and support team members.
• Ensures onboarding and training programs are in place to ensure all team members receive the necessary information and training to become quickly effective in their job.
• Actively promotes open communications through individual, shift and team meetings to promote an informed and aligned work force.
• Works to ensure Employee Opinion Survey (EOS) results are improved and teams are empowered to implement change that positively impacts the culture and operational efficiency.
• Assists, advises, and expedites solutions to resolve team member conflict.
• Ensures that ALL Team Members in their facilities have received the required Our Way training modules and refreshers as per the desired intervals.
• Understands and has in-depth knowledge of commercial contract and executes operational plan to achieve customer account commercial terms and conditions.
• Ensures operational budget are controlled and can effectively explain all variances.
• Works with their management team to develop and implement business plans to improve financial and service performance year over year.
• Implements controls necessary to keep expenditures within budget and meets with the customer on a monthly/quarterly basis to review financial and service performance.
• Ensures operations SOPs are up to-date, accurately reflect work best practice and standard processes and are used to facilitate team member training.
• Holds managers and supervisors accountable to ensure operations team members follow established SOPs and best practices.
• Ensures team member compliance with quality assurance standards required to maintain a food-safe warehouse.
• Collaborates effectively with cross functional leadership including; IT, Finance, Engineering, Project Management CI Team and Human Resources.

EXPERIENCE

• Ten (10) years distribution experience (some of which in a 3PL environment)
• Five (5) years of managerial experience
• Experience in ecom fulfillment or retail fulfillment.
• Ability to effectively use computer software including Microsoft Outlook, Word, Excel, and HR software
• Knowledge of HR software (HRIS or HRMS and Recruitment Marketing platforms)
• Familiarity with labor laws
• Excellent organizational and time-management skills
• Act as a reliable and supportive team member
• Excellent communications and interpersonal skills
• Data-driven mindset
• Understanding of recruitment marketing

COMPETENCIES

• Excellent communication and interpersonal skills - both written and verbal, and the ability to develop relationships at all levels in the organization
• Exceptional hands-on WMS knowledge
• Thorough knowledge of company equipment
• Excellent organizational and analytical skills, sound business judgment and a proactive approach to problem solving.
• Ability to manage confidential information, demonstrating sound judgment and decision-making capability.
• Excellent time management and organization skills, with the proven ability to multi-task and reprioritize based on business demands and needs.
• Service oriented with strong customer interaction skills and commitment
• Excellent interpersonal skills and a proven leadership ability within a solid team environment
• Excellent computer skills in M.S. software applications primarily in excel & word
• Strong analytical skills with the emphasis on financial reports
• Exceptional planning skills

EDUCATION

• A Bachelor's Degree in business management with a focus on operations management, materials management; a designation in logistics is preferred.

WORKING CONDITIONS

• Able to work a flexible work schedule when required.
• Works in an office environment and on the warehouse floor walking and standing.