CTS National OperationProcesses Manager
Job description
This position will play a key role in enabling the execution of the strategic direction of the Quincy service business. As part of the CTS Management Team, you will be responsible for developing and training on standard operational processes to drive the efficiency and effectiveness of the service organization.
Your ability to identify key improvement areas and develop processes which can be successfully rolled out to the direct service organization; collaborate with stakeholders on multiple levels; understand financial service KPIs and their utilization in BPCS; will be key for the successful completion of your mission. This will be anambitious and complex, though exhilarating challenge – are you up for it?
Main responsibilities
- Standardization of process, procedures and metrics throughout each region.
- Establish well defined KPIs and action plans in collaboration with regional management.
- Identify opportunities for development and implementation of tools, such as MAM, to optimize costs and technician utilization, driving operational efficiency.
- Conduct capacity planning to enable direct service sales growth
- Conduct territory allocation studies and projects to reduce windshield time.
- Drive efficiency on back office process, planning, on site work, among others.
- Ensure quality coding and work type allocation, as well as proper opening of service jobs.
- Drive efficiency through a cradle to grave process.
- Optimize the service plan entry, management and billing processes, while ensuring the proper use of the SPA tool in BPCS.
- Establish a consistent NPS follow up process involving all necessary stakeholders.
- Follow up and derive actions to control WIP, utilization and service variance while increasing productive hours, external efficiency and reducing operational costs (through efficiency and effectiveness of the existing organization).
- Prepare short and long-term forecasts and analysis in line with the position.
- Collaborate with logistics, technical support and sales to optimize the daily operation.
- Support regional activity follow up.
- Manage and develop projects from ideation through implementation.
- Coach and train regional operational managers, planners and other operational functions to further develop them.
- Other duties related to the strategic and operational development of the CTS business.
- Actively contribute to team efforts, meetings and discussions.
Mission
Explore and implement creative ways of applying the guidelines from The Way We do Things in the Quincy environment and relentlessly seek to innovate, generate SMART plans and identify areas with opportunities for savings while driving operational excellence throughout the service organization.
Experience Requirements
Related business experience as well as BPCS knowledge are a must. Additionally, having direct and indirect people management experience as well as process development and project implementation are desirable.
Knowledge and Skills
Be willing to develop yourself by learning new skills and increasing your knowledge of our products, systems and the company’s market and operation.
Ability to cope with large sums of information and to create, in collaboration with regional team members, well-defined plans, which will be easily communicated and implemented.
Strong verbal and written communication skills, with the ability to deliver messages to stakeholders at any level inside and outside of the organization.
- Be customer oriented, able to understand internal and external customer needs,derive actions, and prioritize them accordingly.
- Certain though open and reflective while forming opinions.
- Able to take risks while still analyzing potential pitfalls of his/hers actions.
- Show good level of empathy while enforcing company policies and strategic directions.
- Demonstrate assertiveness while being helpful to various demands from the organization.
- Be self-motivated, willing to take action while coping with varied workloads.
- Be organized while demonstrating flexibility in day-to-day work.
- Be process and result oriented.
Other
Local and international travel may be required up to50% of the time.
Education requirements
A bachelor’s degree is desirable, in either management, business, administration, marketing, engineering or other technical specialization. Relevant related experience will be considered.
Country and city description
Bay Minette, AL, USA