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Director, NAOC (Job ID 2011477)

Mississauga, Canada

Categories General Management, Corporate
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ADT by TELUS is a leading provider of security and automation solutions in Canada for homes and businesses, people on-the-go and their network. Making security more accessible than ever before, and backed by 24/7 customer support, More information is available at www.adt.ca.

This position is responsible for Reporting to the V.P. Commercial & National Accounts, the Director, National Account Operations Centre (Canada) is an integral member of the National Accounts Teams.

The National Account Director will support the end to end experience of the clients for both installation and onboarding and customer lifecycle (experience) touchpoints. It includes having process and technical knowledge of alarm systems, CCTV, Access Control, and Fire Alarms nationwide. The director will oversee the building and optimizations of process, reporting, and resolution of escalated issues to ensure customer satisfaction in accordance with National Account Installation Division standards.

Responsible for ensuring that technical support service levels, quality and productivity goals are achieved with a best in class customer experience. The director is also responsible for proactively enabling the teams to look for ways to improve the technical and sales support through researching and recommending solutions to problems, enhancing policies and procedures, providing career development for the management staff and focusing on customer oriented practices.

Duties and Responsibilities:
  • Manages target levels of production for National Account Installation volume, meeting customer expectations for ECD dates
  • Maintains and directs the branch labour and or subcontract network to the optimal level of National Account Installation backlog.
  • Maintains installation quality of service by managing the installation projects of the NAOC.
  • Manage the NAOC to set processes as outlined in the NAOC Playbooks.
  • Maintains and oversees all job cost analysis for National Account Installations and ensures profitability.
  • Work with the VP of Commercial & National Accounts to accurately forecast and manage target levels of installation.
  • Analyze call offered statistics and call arrival patterns to ensure adequate staffing to ensure that established service levels in call handling, email processing are achieved.
  • Develop and build design engineering team to support the National Account Managers (NAM).
  • Partner with customer and NAM to develop project scope and design, and drawings as required
  • Support the NAM organization with Sales Proposals
  • Analyze statistical reports and other documentation to identify trends and implement enhancements to overall performance.
  • Understand and maximize impact on branch performance, in the area of labour requirements, sub requirements and overall schedule, including pre-sale surveys.
  • Ensure customer satisfaction by researching, resolving and documenting customer concerns in relation to installations.
  • Ensure jobs are closed to company standards and are billed accordingly.
  • Develop and implement programs that enhance employee motivation and maintain a positive work environment.
  • Communicate and implement, through staff meetings or one-on-one counseling sessions, company and/or operations policies and procedures.
  • Assure month end closing deadlines are met in order for preparation for financial reports required by the company.
  • Communicate, implement and interpret technical support policies with other departments.

Skills:

  • Alarm industry experience preferred.

  • Experience in business process improvement.

  • Experience in multi-site human resources management, ideallyat a national level.

  • In depth knowledge of all aspects of the profession (ex:delivery processes, personnel, project & budget management, customersatisfaction).

  • Self-motivated and a professional attitude.

  • Excellent teambuilding, customer service, and interpersonalskills.

  • Must possess good decision making skills, be very organizedand detail oriented.

  • Discretion and problem analysis.

  • Willingness to make key contributions to the growth of thebusiness.

  • Ability to respond to common inquiries or complaints fromcustomers, regulatory agencies, or members of the business community.

  • Ability to effectively present information to top management,public groups, and/or boards of directors.

  • Ability to calculate figures and amounts such as discounts,interest, commissions, proportions, percentages, area, circumference, andvolume.

  • Solve practical problems and deal with a variety of concretevariables in situations where only limited standardization exists.

  • Interpret a variety of instructions furnished in written,oral, diagram, or schedule form.

  • Ability to travel unrestricted on a frequent basis.


QUALIFICATIONS SECTION


Education:

  • 3-4 years Bachelor’s degree

  • Commerce, Operations, Engineering,Accounting, or any other relevant discipline; and/or relevant businessexperience

Experience:

  • 5-10 years

Be a part of our future, join our team!


ADT by TELUS provides equal access to employment opportunities for all applicants and employees in accordance with applicable federal and provincial laws, without regard to race, ancestry, place of origin, color, ethnic origin, citizenship, creed, sex, sexual orientation, age, marital status, family status or disability or any other characteristic protected by provincial or federal law.

ADT by TELUS is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. Accommodations are available upon request for all applicants with a disability throughout the recruitment process. Please contact Human Resources at hrhotline@adt.ca if you require accommodation. We will work with all applicants to accommodate their individual accessibility needs.

Location:

Mississauga, Ontario

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