Cummins Inc. General Manager of Operations- Ontario in Mississauga, Canada
General Manager of Operations- Ontario
Manages the day-to-day operations at a defined location; responsible for all functions and financial metrics in a group of branches in a specific business segment or small geography.
Manages branches through Branch Managers.
Responsible for all functions and financial metrics for the group of branches.
Develops the Annual Operating Plan with input from Business Development and Branch Managers; manages the business to the Annual Operating Plan; monitors all appropriate business metrics including Branch balanced scorecards, profit and loss metrics, and asset metrics.
Manages market analysis for span of responsibilities.
Ensures business growth by managing annual marketing and sales plan; develops and maintains business relationships with customers, and develops new business partners and alliances for the business segment or small geography.
Develops a deep understanding of Cummins’ business in the region, globally, and across all business units.
Manages customer satisfaction for the Branches as measured by Net Promoter Score and Lens of the Customer programs; encourages a culture of customer service; recruits, develops, motivates, and retains high quality customer service employees.
Manages customer service through Branch operations.
Manages warranty submission and rejection; develops an understanding of repetitive warranty issues and provides feedback to the organization to ensure product and service improvement; monitors Repair Event Cycle Time and implements improvements within the branches.
Manages compliance with health, safety, and environmental standards and compliance; oversees health, safety, and environmental audits.
Encourages a culture of corporate responsibility for the benefit of employees and the communities in which Cummins operates.
Manages, develops, and motivates employees; completes, agrees to and monitors work plans and Individual Development Plans for Branch Managers
Performance Measurements - Using business performance measurement to drive manager behavior. Calculates performance measurement appropriately as part of their work. Can explain the proper interpretation of measures in a business context. Understands the underlying principles, techniques, and procedures. Is able to perform effectively with assistance from specialist.
Service Cross-Functional Knowledge - Basic understanding of the service processes, both retail and service support. Experience with the tools of service such as diagnostic procedures, technical support, and reliability improvement. User should understand diagnostic procedures and how our product is serviced in the field.
Warranty/Policy Support - Aware of the corporate warranty system and Marketing structure basics to support OEMs, Distributors and End User customers to maintain excellent partnerships and relationships.
Focus on Customer Needs - Familiar with key Cummins customers. Knowledge would include business strategies, organizational structures, geographic footprints, financial results, internal processes, and primary needs for effective segmentation.
Manage Execution - Demonstrated results indicating deep knowledge of managing execution. Coordinates performance across regions, teams, and departments on complex projects and work flows. Measures effectiveness of execution through defined metrics and disciplined monitoring.
Channel Repair Process - QuickServe - Able to lead others in executing the QuickServe process. Demonstrate improvements using the QuickServe Customer Meter/Net Promoter Score data. Able to identify correlation between key service performance indicators and QuickServe Customer Meter to determine how well the process is being executed.
Education, Licenses, Certifications
College, university, or equivalent degree in required Business Administration, Engineering, or related subject required.
Six Sigma Green Belt certification or Sponsor certification required.
Significant relevant experience required, including managerial and budgetary experience.
Job GENERAL MANAGEMENT
Primary Location Canada-Ontario-Mississauga-Canada, ON, Mississauga, Cummins Eastern Canada
Job Type Experienced - Professional / Office
Recruitment Job Type Professional - Experienced
Job Posting Apr 3, 2018, 2:53:26 PM
Unposting Date Ongoing
Req ID: 180001W2