General Manager

Required Skills:

• 5 years of experience in a management position, preferably within the retail home services industry
• Communicates clearly and concisely with customers, team and leadership; keeps others informed and takes appropriate partnerships where necessary
• Ability to display financial acumen and react to trends and seasonal changes.
• Ability to read, analyze and utilize reports
• Ability to use computer systems to input, access, modify or output information or to execute programs or analyses
• Ability to train, develop, motivate, and lead in a manner that fosters a work environment that promotes our culture.

Job Details:

Our customer recognized the need for a trusted national service provider for home repairs - namely, plumbing, heating, cooling & electrical services.

The General Manager is responsible for ensuring the profitable operations of the organization and alignment with our customer's platform. The General Manager executes platform strategy, leads and guides business functions, and advocates for the internal brand through positive internal and external relationships.

Key performance objectives in order of priority with projected time allocation are:

• Business Operations Oversight: Oversees and manages the organization’s operations to ensure quality, efficiency, and continuous achievement of overall business objectives (40%).
• Cultural Leadership: Acts as the organization’s cultural champion and visionary ensuring a highly skilled, satisfied and engaged workforce is consistently achieved (20%).
• Financial and Risk Oversight: Oversees the financial performance of the organizations to ensure profitability goals are achieved and company-wide risk is managed and mitigated (15%).
• Brand Ambassador: Acts as the face of the organization in the marketplace and throughout the platform to ensure alignment of company goals and maintenance of excellent communication channels (5%)
• Note: Ten percent of time is reserved for ancillary responsibilities and activities unrelated to the performance objectives.

Responsibilities

• Oversee the Organization’s Management Team and holds them accountable to the KPI’s outlined in the AOP. Meets to discuss performance, goal progress, improvement opportunities, training needs, and any barriers. Supports each Manager with team leadership, encourages interdepartmental communication, and assists in troubleshooting issues.
• Serves as a representative and advocate of the operating company. Acts as a conduit to communicate information between the operating company and the platform.
• Keeps Leadership informed of operational performance, goal progress, successes, and major issues. Seeks support as needed in processing large concerns and developing action plans.
• Oversees organizational operations ensuring all work is completed in accordance with brand standards that results in high customer satisfaction. Implements operational controls and monitors KPI’s to maintain progress towards goals. Troubleshoots and initiates corrective actions to remediate performance and escalated customer service issues.
• Facilitates frequent communication between operational departments to ensure effective and efficient capacity planning.
• Partners with marketing team to develop marketing strategies, create budgets, execute uniform needs, and carry out platform integrations.
• Partners with sales team with execution of sales initiatives, achievement of sales goals, management of Key Accounts, and development of new service agreements.
• Develops and maintains high value external partnerships to support operations, including but not limited to training, continuous improvement, and other organizational needs
• Creates and owns operating company’s Annual Operating Plan (AOP) including KPI’s and forecasted staffing needs, resource and infrastructure requirements, and capital expenditures.
• Sets financial budgets, approves financial requests, develops company goals, and manages the overall profitability of the organization.
• Reviews reports and tracks the progress of goals to maintain alignment between targets and actual performance. Implements corrective measures as needed to stay on course.
• Develops and leads improvements and innovations to enhance the efficiency and performance of the organization. Stays abreast of latest industry technology and processes for potential adoption.
• Identifies expansion opportunities through merger and acquisition targets, expansion of service lines and geographical expansion in alignment with platform objectives.
• Owns and manages company risk including but not limited to safety, financial and legal risk mitigation.
• Acts as the cultural champion ensuring a continued focus on company vision, mission and core values.
• Owns the satisfaction and engagement of the organization’s workforce, ensuring people are rewarded, recognized, developed and ready to execute their roles. This includes succession planning and career pathway development.
• Supports the execution of the organization’s reward and recognition program by planning for and approving merit increase and promotions.