Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

Lead and develop a high-performance team of Contractor Partners, unleashing their potential to overachieve objectives. Accountable for planning, managing, and improving customer experience, growth, productivity, and financial objectives through coaching and collaboration.

Responsibilities

• Collaborate with Operations Managers to plan, budget, and deliver operational objectives.
• Instill a culture of Health & Safety, ensuring adherence to practices and policies.
• Champion Customer Experience by ensuring contractors follow standard operational processes.
• Monitor, measure, and implement best practices for productivity improvements across the contractor workforce.
• Lead and support the development of a contractor mentality that drives growth through service and improves technical lead and conversion rates.
• Instill contractor controls and practices in Inventory management to optimize product/part availability.
• Optimize Workforce Planning/call allocation for contractors to maximize customer experience while maintaining budgeted costs.
• Align objectives to ensure achievement of planned Margins for businesses and the region.
• Manage the region’s online reputation by ensuring completion of customer reviews and response to customer issues.
• Set and monitor manager performance objectives, goals, and criteria; evaluate performance through quarterly reviews.
• Perform regular reviews of cost, quality, safety, customer experience, growth, and productivity metrics, setting plans and executing effectively.
• Build a strong operations team through continual improvement in hiring, on-boarding, training, and development.
• Research and implement company and industry best practices to drive performance improvements.
• Work with Marketing and Sales on the introduction and operationalization of new products and services.
• Collaborate with local Manager(s) to plan, budget, and deliver on Profit & Loss targets.
• Drive excellence through 3rd party partners by finding, selecting, and negotiating agreements.
• Manage relationships with partners to ensure they deliver on key metrics and standards.
• Compile weekly reporting of defined Contractor Key Performance Indicators.
• Perform regular reviews of cost, quality, safety, and productivity metrics, setting plans and executing effectively.
• Conduct regular Contractor audits.
• Develop and maintain relationships within all areas of the business.
• Develop potential sales or customer service opportunities to maximize portfolio growth.
• Ensure capacity plans are forecasted, updated, and delivered to maximize customer service.
• Coordinate Contractor Partner training sessions.
• Partner and collaborate with other stakeholders (Quality, Project Management, Training, HR, Regulatory) to continually improve performance.
• Drive ‘Destination of Choice’ for Contractor Partners by setting a standard of service excellence.
• Ensure Inventory control is properly managed.
• Perform weekly onsite visits with contractor partners for observation and/or coaching opportunities.
• Perform other job-related duties as assigned.
• Provide & support training and mentoring of Contract Managers in other Reliance regions.
• Must be able to travel within Ontario to other Reliance branches periodically.

Requirements

• A growth mindset: dependable, ambitious, and eager to grow.
• Possess a business degree or equivalent work experience.
• Achieved 3-5 years of successful operational leadership experience against formalized corporate objectives.
• Understanding and experience with HVAC, Plumbing and Electrical preferred.
• Knowledge of Provincial Regulatory codes & regulations preferred.
• Demonstrated ability to extract the full potential of technical professionals through development and leadership.
• Ability to retain and attract top talent Contractor Partners.
• Strong competitive awareness with the ability to coach accordingly.
• Introduce new initiatives to maintain further growth.
• Create alignment between corporate goals and contractor objectives.
• Heightened sense of self-awareness and emotional intelligence.
• Demonstrate a strong verbal and written communication skillset.
• Ability to Multitask and balance multiple activities in a fast-paced environment.

Skills

• Operational Leadership
• HVAC
• Plumbing
• Electrical
• Provincial Regulatory codes & regulations
• Talent Retention
• Talent Attraction
• Coaching
• Competitive Awareness
• Initiative Implementation
• Goal Alignment
• Self-awareness
• Emotional Intelligence
• Verbal Communication
• Written Communication
• Multitasking
• Project Management
• Training
• HR
• Regulatory Compliance
• Inventory Control

Location

• Ontario

Work Type

• Onsite
• Contractor

Experience Level

• 3-5 years of operational leadership experience

Education Level

• Business degree or equivalent work experience

Benefits

• A comprehensive benefits package and group savings plan
• Ability to win a President’s Award along with a fully inclusive trip for two
• Ongoing leadership, training, and support
• Cross-functional career opportunities
• Relocation opportunities
• Constant internal promotional opportunities
• Individualized career progression plans

About the Company

• Reliance Home Comfort® (Reliance) is a leader in home services and energy efficient solutions for over 60 years.
• Committed to being the Destination of Choice by delivering exceptional experiences for customers and a rewarding, inclusive workplace for Team Members.
• Serves over 2 million customer relationships.
• Trusted source and one of Canada’s largest providers of water heaters, furnaces, heat pumps, air conditioners, water purification, plumbing, protection plans, smart home, electrical, and EV chargers.
• Headquartered in Toronto, Reliance employs over 2,700 Team Members across 28 branches in Canada and two locations in the United States.
• Certified as a Great Place to Work in 2024.
• Recognized as one of Canada's Most Admired Corporate Cultures by Waterstone Human Capital, for eight consecutive years since 2016.
• Focused on sustainability, workplace safety, wellness, diversity, inclusivity, and prudent governance.

Equal Opportunity

• Reliance Home Comfort is an equal opportunity employer.
• We welcome and encourage applications from candidates of all backgrounds including minorities and those with disabilities.
• Accommodations are available on request for candidates taking part in all aspects of the selection process.