Descriptor: The Operations Support Manager is responsible for overseeing and optimizing the operational functions related to HVAC service delivery. This role involves managing support staff, coordinating service schedules, ensuring compliance with industry standards, and implementing processes to enhance operational efficiency and customer satisfaction.

Responsibilities;

Customer care:

• Develop, implement, and monitor standard operating procedures (SOPs)

• Identify areas for improvement and implement changes to enhance service delivery efficiency.

• Hands on, take on dispatch duties and be a backup in times of need.

Billing:

• Oversee the daily billing operations to ensure accuracy and efficiency.

• Develop and implement billing procedures and policies.

• Analyze current billing processes and identify areas for improvement.

• Track and monitor process with metrics: Lapse days, Process Time, Billing accuracy, DBO etc.

Quoted Projects / Contracts:

• Build and train quoted projects team

• Oversee the creation and delivery of quotes and proposals to clients.

• Continuously review and improve quoting processes to enhance efficiency and accuracy.

• Maintain Contracts database. Audit contracts and ensure compliance (USPS esp)

• Work with Sales Team to align process, accountability and deliverables.

Other:

• Manage Customer Portal information i.e. safety stats, financials, COI etc.

• Weekly Dept Metrics reporting and analysis.

• Process AP invoices that do not contain PO numbers.

• Assist with monthly accruals: USPS, commissions.

• Escalate and resolves issues with other operational areas to ensure service excellence from managed teams.

• Oversight and review of weekly hours worked.

Ideal candidate profile:

• Highly adept as a manager and leader of teams

• Business process experience and overall business knowledge, having worked in a business support environment

• Track record of designing and understanding Processes with the capability to implement process improvements

• Strong communication skills

• Experience working in a high pace service environment

• Self-starter, problem solver with drive and initiative.

• Degreed in Business Administration or Finance