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Position: Director of Operations
Reports to: Chief Operating Officer
Company: All brands, Speedy, Novus, Minute and 5 Gears Auto Care
Location: Toronto
Date: April 2016

Job Summary:

The selected candidate assumes responsibility and is accountable for customer satisfaction and retention and the profitability of the Auto Service Operations of all stores. Fulfills responsibilities primarily through effective personnel management, established performance standards and objectives for all regions.

Essential Duties

• Supervises and monitors the performance of the franchise Auto Service Centre stores.
• Makes customer satisfaction a department priority ensuring that the personnel in location are courteous and respectful in their interaction with customers.
• Handles customer complaints immediately and according to the company’s guidelines.
• Establishes and maintains good working relationships with company franchisees to meet company sales, profit and CSI objectives.
• Participates in the preparation of the annual franchise store forecasts by projecting dollar sales, gross profit, expenses and operating profits for the Auto Service Centres.
• Understands fully, the financial statement as it pertains to each location and can work with franchisees to recognize and account for trends, discrepancies and inconsistencies.
• Monitors the performance of each franchisee location and recommends improved courses of action where necessary.
• Ensures that the franchisees understand company policies, procedures and operating systems.
• Maintains reporting systems required by general management and the franchisor.
• Understands and keeps abreast of and complies with federal, provincial and municipal regulations that affect repair operations (i.e.: hazardous waste/technicians licences).
• Understands and ensures compliance with the warranty and policy procedures of the franchisor.
• Reviews warranty policy adjustments and ensures that all warranty claims are processed in a correct and timely manner.
• Fosters professional employee development and coordinates with franchisees to determine need for advanced training. Ensures a high level of technical competence with the technical staff of each location.
• Monitors location performance with respect to ensuring high quality repairs and minimizes comebacks.
• Attends and participates in management meetings.
• Develops marketing and pricing plans across all markets and makes recommendations to Chief Operating Officer.
• Works with the Market Managers to find ways to improve the overall company profitability.
• Keeps abreast of new equipment and tools available and recommends purchases.
• Establishes and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities and provide a community service.

Skills & Experience:

• 10 years’ experience in the Automotive industry
• Bachelor’s Degree in Business/Management
• Strong presentation skills
• Strong understanding of Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Ability to travel
• Valid drivers’ license and driving record in good standing
• Strives for harmony and teamwork with all company personnel and franchisees
• Maintains a professional appearance and a safe and clean work environment