Regional Manager - Q&Q - Western Canada - Jobs in Burnaby

Job Description

Job DescriptionThe Regional Manager will typically have direct responsibility for one or multiple SGS workgroups at specific sites and some other duties related to downstream activities (Q amp;Q).The overall guiding expectation is that the Regional Manager will actively engage with the team to ensure that all operations under his or her direction are striving to achieve excellent performance in the areas of safety, environmental and overall job quality. Listed below are specific responsibilities and expectations under several main areas of focus.

• Ensure systems and processes are in place and actively participate to drive safety and environmental performance by each workgroup
• Lead Operations team to a zero recordable and near-miss incident approach using SGS and customer safety programs
• Adhere and promote Operational Integrity principles, tools and processes such as BBS
• Demonstrate safe work habits and enforce a clean working environment
• Lead, coach and develop a safety, quality driven and business-orientated team
• Work with the Operations Manager (Inspection), Laboratory Manager and coordinators and take the lead role for all incident investigations (Safety or Operational) ensuring that the incident root cause(s) is clearly understood, and appropriate corrective actions are implemented, sustained and communicated
• Ensure that training is being conducted in alignment with SGS and customer’s best practices including auditing of records and informal participation in employee qualification process
• Work closely with Managers, coordinators and Customers to identify efficiencies and help implement them
• Clearly communicate goals around safety (KPI’s) and operating performance, oversee the overall Operational Quality, ensure consistency throughout the sites and ensure they are understood by Managers, coordinators and employees
• Ensure positive recognition is occurring for good performance and personally participate in recognition events where possible
• Support Managers in identifying performance problems with operation processes and help establish effective corrective actions
• Operate to the highest standards of ethics, in accordance with the SGS Code of Integrity and Professional conduct
• Promote Operational Excellence approach to Business – Safety, Technical and Customer Service
• Achieve and exceed key Safety and Operational KPIs as identified in the Balanced Score Card (BSC)
• Regularly provide visible leadership within inspection and laboratory operations as well as within customer sites
• Carry out quarterly “all hands/townhall” meetings with all employees gathered (Inspectionamp; Laboratory) to cascade down information, share key safety messages and promote culture, share status of business, upcoming projects, high level financial performance (Q amp;Q Central, Q amp;Q Canada, OGC Canada)
• Ensures full compliance with the company’s Healthamp; Safety, Code of Integrity, and Professional Conduct policies
• Participate in Health and Safety Committees

Leadership Development

• Perform annual performance evaluations with Managers and ensure a similar process is conducted between Managers and their employees
• Develop Individual Development Plans (IDPs) for managers and provide one-on-one coaching and follow-up on regular basis (at least quarterly)
• Work closely with Managers to identify future leaders (high potential employees) and support in creating an IDP for these employees for which in turn a regular one-on-one coaching and follow-up from their own direct manager will be required
• Support Inspection and Laboratory Managers in identifying and addressing performance problems with employees and help establish effective corrective actions
• Ensure all operations are properly staffed (including vacation, sick and other coverage) and adequate succession planning is in place
• Achieve and exceed key Leadership (People) KPIs as identified in the Balanced Score Card (BSC)

Commercial and Business Issues

• Prepare business plans for the region to achieve annual budgets
• Accountable for achieving the communicated budget in terms of Revenue and Local Contribution for the defined territory
• Provide monthly accruals and swing explanations for the different sites for the preparation of month end reports to Finance
• Manage locations in a cost-effective manner and responsible for the P amp;L of each location
• Handle claims and customer complaints to minimize impact and ensure continuous improvement
• Identify high risk activity or situations that leave SGS exposed to undesired liability (injury, contamination, reputation)
• Develop win/win solutions for opportunities to maximize value to customer and at the same time contribute to SGS’s financial success
• Recognize and act appropriately for situations that balance protecting short-term financial impact versus long-term negative business position with a particular customer
• Ensure competitive pricing in line with business guidelines
• Minimize costs without compromising sales and service delivery
• Ensure consistent service delivery quality according to customer feedback
• Achieve and exceed key Financial KPIs as identified in the Balanced Score Card (BSC)

Customer Relationships

• Know who the key customers’ contacts are in an organization from top to bottom
• Have regular contact with key Q amp;Q customer personnel including regular face-to-face interaction
• Ensure delivery of services to meet client needs
• Utilize SGS report card, regular customer reviews and call reports as well as feedback processes to facilitate the ongoing, regular dialogue in customer relationship

New Business Development

• Look for new business opportunities in Q amp;Q at existing accounts and work to expand these operations as appropriate
• Be fully aware of and promote other SGS services at existing accounts
• Support business development efforts with new customers by:

• Identifying new Q amp;Q prospects through regular industry contacts
• Participating in sales calls and introductory meetings
• Performing walk-throughs at potential work sites and participating in scope and proposal development

Organizational Support

• Provide support and input to peers on the management team
• Participate in regular management meetings
• Share information / best practices / lessons learned
• Seek input and collaborate on difficult issues and problems
• Work closely with HR and safety groups to:
• Recruit / hire / manage disciplinary issues
• Help conduct safety intensive and other key safety training
• Effectively communicate and implement company policy changes:
• Actively support business efforts between SGS Inspection operations and Laboratories and also between regions and with PTO, as appropriate (best practices, training, leadership development, resource support)
• Participate in appropriate cross functional teams
• Identify, assess, develop, coach and promote talents

Analytical Thinking / Problem Solving

• Analyze and develop plans for services provided
• Identify problems for major functions / departments and provide solutions
• Identify the root cause for non-conformances and implement sound corrective actions
• Provide technical input for customers
• Ensure to seek proper expertise when a situation arises that has not been seen before
• Consult with Senior Management before making decision with major repercussions or one affecting another group
• Identify high risk activities or situations that leave SGS exposed to undesired liability (injury, contamination, reputation)
• Be fully aware of and promote other SGS services at existing accounts

Job Complexity

• This position works under minimum supervision
• Work requires the development of action plans for problems or issues having broad implications
• Ability to provide authoritative opinions in the area of expertise and finds new and innovative ways of improving production efficiencies
• Must use skilled judgement in identifying sales opportunities, closing business and resolving customer related issues
• Work toward continuous improvement in production and to improve efficiency without compromising data quality
• Efficient planning to improve throughput and implement cross training
• Conflict resolution in a professional manner
• Working through his/her managers, solves day-to-day production and process problems, providing technical and operational leadership and guidance to all staff
• Develop win/win solutions to opportunities to maximize value to customer and at the same time contribute to SGS’s success
• Ensure consistent service delivery quality according to customer need and feedback
• Minimize costs without comprising sales and service delivery
• Perform walk-through at potential work sites and participate in scope and proposal development
• Maintain high quality standards

Impact of Decisions

• Decisions on the day to day operation of the region have significant impact on the customer satisfaction with respect to testing results, timeliness of data and on-going relationships.
• Responsible for the financial budget of the region and to the overall revenue and local contribution of the business line.
• Ineffective actions with respect to health and safety and quality could have a negative and costly impact to the branch, business line and SGS Canada.
• Promote the image, capabilities and integrity of the company to the employees and customers
• Ensure consistent service delivery to meet customer needs
• Lead, coach and develop teams to maintain high level of motivation
• Manage claims or customer complaints to minimise impact

Contacts

• Effectively communicate and implement company policy changes.
• Work closely with the HR, Safety groups and other SGS divisions
• Provide support and input to peers on the Q amp;Q Canada team and the OGC Management team in general
• Have regular contact with key customer personnel including regular face-to-face interaction (ex quarterly meetings)
• Utilize SGS/customer Reports and Feedback processes to facilitate the ongoing, regular dialogue in customer relationship
• Seek input and collaboration on difficult issues and problems
• Participate in the regular Leadership Network meetings and conference calls.
• Participate in sales calls and introductory meetings