Manager, Business Operations

You understand that knowledge is a powerful thing – and for you, there’s nothing more fulfilling than developing breakthrough strategies and processes (or enhancing existing ones) that will help bring valuable knowledge to others. And of course, you also have a whole lot of experience and proof that you know how to get results over the short- and long-terms. As the Business Operations Manager, you’ll lead and execute operational strategies for our Service Provider Network, Approved Auto Repair Services, and the Automotive Administration Facility Payment teams.

We’re looking for someone to lead teams that are focused on improving the quality of service our members receive at roadside. We need you to motivate teams, build new ideas, and help push the entire operations forward with new business ideas and operating models.

Someone who can roll up their sleeves and is willing to do everything to make sure the AMA experience is heads above the rest. If this sounds like you – you need to talk to us.

WHAT MOVES YOU

• You know the only way to strike long-lasting deals is to build long-lasting relationships.
• You believe that being a great leader not only involves being a strong motivator, but also a mentor who generously shares time, knowledge, and experience.
• You’re an excellent communicator, but you’re an even better listener.
• Your parents probably have more than a few home movies of your performances. You love an audience, and you enjoy presenting and pitching new ideas and opportunities.
• You juggle multiple tasks effortlessly and you always somehow manage to stay ahead of things.
• Integrity and a strong work ethic? You’ve got ‘em in spades!
• You’ve got a solid grounding in service delivery, financial processes, and practices.
• You have an inquisitive mind and are a pragmatic thinker. You tackle problems head on, make solid decisions and know when it’s appropriate to invite others in to collaborate on a situation.

WHAT YOU’LL DO

• Report to the Associate Vice President, Operations.
• Communicate regularly with various teams to strengthen relationships, identify areas of concern and discuss opportunities to deliver better member experience and improve operational efficiency.
• Coach and mentor staff by providing guidance and direction to ensure they are competent in their roles.
• Build strong, functional, and respectful relationships with internal client teams.
• Provide oversight of Automotive programs to your team, ensuring a coordinated, collaborative, consistent and effective approach to deliver the strategic and operational plans.
• Foster a member focused culture that is focused on continuous improvement, teamwork, and innovation.
• Develop the annual budget with continual forecasting and cost management to achieve the business objectives.
• As a leader and a role model, you’ll show your team what it means to Treat You Like Family & Friends (TYLF), a staple of AMA’s culture and values.
• Ensure that operational excellence is a top priority by overseeing initiatives that will increase our effectiveness, efficiency, and profitability. And of course, that we’re making the best use of our resources.
• Provide recommendation and input to the strategic and operational plans and priority setting.
• Support AMA’s Contracted Service Provider Network strategies and plans, providing direction and coaching to employees to help them deliver on these strategies in their everyday interactions and activities.
• Identify any trends/opportunities and then develop and implement process changes to address the issues.
• Review performance data (financial, sales and activity reports) to monitor and measure productivity, goal achievement and overall effectiveness.
• Contribute to the annual budget process, suggest appropriate and realistic growth target for the business unit.
• Provide effective performance feedback through employee recognition and rewards, and regular performance review.
• Lead and direct the Roadside Assistance Field Manager Team, Approved Auto Repair Service, Automotive Administration and Facility Payments Team with their day-to-day operations.
• Develop, manage, and continuously improve the Roadside Assistance Member Fraud Program.
• Deliver strategic programs and projects to continuously improve Roadside Assistance operations.
• Be willing to occasionally travel within Alberta.

WHAT YOU’VE DONE

• You’ve got a post-secondary education in business management or related discipline, and/or equivalent industry experience.
• You have at least 5 years of experience in management/leadership roles in service industry.
• You have demonstrated experience contributing to business tactics and strategies with a thorough knowledge and understanding of diverse operational needs.
• Your analytical skills balanced with your organizational leadership ability make you a perfect candidate for this role.
• You have experience in operations, analysis, planning and process improvement and you enjoy managing multiple portfolios with their own specific priorities.
• You have lots of experience with performance management (goal setting, measuring, monitoring and execution skills).
• You’ve proven that you know how to get high quality results and foster positive relationships with various stakeholders.
• You have good computer skills and are comfortable learning new applications and systems.

WHAT YOU’LL GET

• Competitive salary.
• Flexible benefits.
• Outstanding employer-paid Pension Plan.
• Great AMA discounts.
• Unlimited learning opportunities.
• Paid Vacation and other paid time off including a Volunteer Day and Me-Day.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.