Head of Operations & Business Management

Operations Manager

Under the direction of the General Manager, the Operations Manager is responsible for day-to-day site operations, including but not limited to supervising the warehousing, receiving, and shipping of product in a manner consistent with company service and cost objectives. Planning of inbound and outbound volume, customer communication activities, space utilization & management, and equipment management. People management responsibilities include hiring and training, labor management planning, conducting performance appraisals, addressing performance issues, and resolving problems. As part of the DSV team, associates are expected to meet company objectives in the areas of performance, safety, and quality. Associates are expected to comply with all corporate and site-specific policies.

Essential duties and responsibilities include ensuring the development of systems and procedures for managing operations, equipment, and products in a safe and profitable manner in accordance with company policies, guidelines, and procedures. Managing operations to meet prescribed productivity and service goals. Complies with terms outlined in client SLAs. Drives company continuous improvement efforts and provides ideas and suggestions for more efficient operations and on-going cost savings measures. Meets all client specified KPI's and complies with quality system requirements. Manages the operations to achieve prescribed objectives. Applies sound communication and motivational techniques, create programs to supervise fairly and equitably, counsel, and (where needed) discipline team members. Collaborates with Human Resources. Assists in creating programs for hiring, training, and professional development. Participates in performance evaluation system for recommending promotions, wage increases, and other HR activities. Delivers results by leveraging the skills of the right people at the right time Effectively keeps senior management and client representatives informed of critical issues that affect the operations Plans the daily work schedule by reviewing existing work orders, arrival notices, and instructions from customers. Assesses priorities based on time sensitivity and available resources. Assigns duties to appropriate warehouse staff. Reviews current volume demands to plan for reorganization of warehouse space, and needed changes in levels of supplies, equipment, or staffing needs. Responsible for ensuring effective training is delivered to team members by qualified individuals and ensures adherence to SOPs (DSV and client). Ensures leadership team assesses progress of trainees to determine new hire performance and DSV cultural fit. Maintains high degree of motivation in team members to retain focus of providing highest levels of customer satisfaction. Provides ongoing growth and development opportunities for team members Supports adherence to Standard Operating Procedures (SOPs). Conducts routine staff meetings to review daily/weekly work activities. Ensures all team members are properly trained and efficient in the required information systems (including WMS systems) to meet company and client objectives and facilitate the efficient operation of the facility. Ensures that necessary computer software and hardware are purchased in accordance with Corporate IT policies and guidelines. Remains knowledgeable regarding changes in hardware and software technology. Develops proficiency in client systems. Manages high level customer service standards for all functions. Assures that client accounts receive the required level of operational and administrative support. Maintains appropriate contact with all functions and responds to requests when required. Attends or leads meetings with key customers to discuss any customer issues. Coordinates management of supplier/customer visits to the site. Promotes a positive relationship with clients by providing excellent customer service. Supports the development of an annual operating budget. Develops and manages a system of controls to ensure that service levels and operational performance goals are met within prescribed cost, revenue, and profit parameters. Management Information Systems Customer Management: Budgeting/Financials: Assists and supports to ensure that the budgeting and pricing activities are in compliance with contract guidelines. Equipment & Facilities Manages existing programs for maintaining company standards of sanitation, maintenance, security, housekeeping, safety, and equipment including material handling equipment (MHE). Ensures team members are properly trained on any MHE. Keeps informed of relevant new technology and make recommendations as applicable. Safety Achieves company goals in terms of injury frequency ratings (IFR) and other safety metrics by establishing a proactive and participative safety culture within the operations. Audits warehouse for compliance with safety, security, and quality principles and rules. Ensures all federal, provincial, or other statutory requirements are adhered to within the parameters of Health and Safety.

Other duties include working overtime as dictated by business whether mandatory or voluntary and performing other duties as assigned.

Supervisory responsibilities include managing warehouse operations supervisors & support staff.

Skills and abilities include a high school diploma or general education degree (GED). Bachelor's degree is preferred. 7 years' experience working in a logistics/distribution/relevant environment. 5 years' experience in a supervisory role. Must be able to work in unregulated temperatures within the warehouse during the warmer and colder months can range from mild to moderate. Computer skills include proficiency in Microsoft Office (Excel, Word, and PowerPoint). Demonstrated proficiency in knowledge of applicable WMS systems. Language skills include English (reading, writing, verbal) proficiency in business communication at all levels. Other skills include strong attention to detail accuracy and accomplish job task in a timely manner. Good organizational and personnel skills. Good communication skills, written and oral. Good leadership, supervision, and planning skills. Able to work flexible schedules, including nights and weekends, as required by the operation. Participate in established cross training metrics activities with the opportunity to improve their knowledge in multiple areas/departments. Must be able to effectively adapt to change and thrive in a stimulating, fast-paced work environment.

Core competencies include leader of others, accountability, business acumen, communication/building partnership, developing oneself, developing others, drive for results, embracing change, problem solving, empowerment leadership, excellence, leading change, problem solving, independent contributor, accountability, communication/building partnership, customer orientation, developing oneself, drive for results, embracing change, problem solving.

Physical demands include occasionally handling/fingering, sitting frequently, bending constantly, walking and standing. Ability to lift/carry and push/pull 21-50 pounds. Reach above shoulder, reach outward, squat, or kneel. Other physical requirements.

Work environment includes rarely being exposed to fumes or airborne particles, toxic or caustic chemicals. The noise level in the work environment is usually low to moderate.

Reasonable accommodations statement: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.