Growth and Performance Support - Team Lead (Collision)

About CSN Collision

CSN Collision safely repairs more than 230,000 vehicles a year helping drivers get back on the road with the trust and comfort of knowing their vehicle has been returned to like new condition. Since 2002, CSN has grown to become the leader in collision repair with over 400 collision repair centers in Canada, Italy and the United States.

Summary

The Growth and Performance Team Lead (GPS TL) will support CSN Licensees, reporting to the National Field Technical Manager (NFTM) and working with Field Operations Managers (FOMs) and Field Technical Analysts (FTAs) nationwide. This role focuses on three key areas: onboarding new licensees, ensuring compliance with CSN standards, and providing fee-based support options.

The GPS TL will visit new and existing licensees to facilitate onboarding, ensure adherence to CSN repair and customer service standards, develop SOPs, improve KPIs, and enhance profitability. Collaborating with the NFTM and other CSN departments, they will optimize business operations through insurer, OEM, and vendor partnerships, as well as marketing and operational support tools.

Additionally, the GPS TL will manage and refine the GPS program, leveraging data analysis to drive improvements and justify future staffing expansions.

Onboarding Core Objectives:

• Visit new licensees nationwide to support onboarding and prepare them for hand-off to their FOM.

• Make new licensees feel welcomed
• Ensure they are set up to thrive in or through use of CSN systems
• Review policies and procedures with Licensees
• Review CSN Insurance Programs processes and expectations
• Identify gaps and offer improvement support in licensee processes
• Gather information and photos of vehicles being repaired for quality and safety analysis
• Conduct onboarding transfer of responsibility meetings and support creation of continuous improvement action plans
• Report results to the NFTM and Director of Operations.
• Ensure 30-day, quarterly, and 1 year follow ups with the licensee occur
• Inform the NFTM of any safety issues
• Recommend or implement Performance Improvement Plans (PIP) as needed

• Create monthly reports for the NFTM to track support and results
• Discuss the evolution of the onboarding process and propose changes as needed

Compliance Core Objectives:

• After initial engagement from Field Operations Team (FOMs, FTA’s NFTM) the GPS TL will provide more focused support to help ensure:

• Licensees adhere to CSN repair standards utilizing OEM procedures and Industry-Accepted best practices.
• Licensees adhere to CSN Insurance partner guidelines and Service Level Agreements

• Analyze performance, recommend Performance Improvement Plans (PIPs) and coordinate visits (in person) as needed to licensees to:

• Create a structure within which baseline data can be improved upon and tracked for visible improvement, with 30, 60, and 90 day follow ups.
• Assist with insurer specific KPI improvements.
• Assist with OEM Repair Procedure research, adherence, and documentation
• Recommend training to licensee
• Work with NFTM to identify training opportunities based on quarterly network-wide data analysis
• Investigate and report on safety concerns
• Support licensees in improvements that will allow them to be compliant while improving profitability and morale
• Upon completion of PIP, determine licensee success and make recommendations to NFTM
  

Fee-Based Support Core Objectives

• Oversight of building of further programs for fee based (revenue generating) programs to enhance the GPS offering.
• Upon request, provide focused, dedicated and hands on support to licensees to further enhance growth and performance including but not limited to:

• Improved KPI’s
• Enhanced profitability
• SSSG (Same Store Sales Growth)
• Shop-Specific SOP Creation or enhancement
• One on One staff training by position
• Process and throughput enhancement

Requirements

The position would be best suited for someone with the following education and experience:

• Bilingual (French/English) seen as an asset
• Must have a minimum of 5 of management experience in the collision repair industry
• Post-secondary or Trade School education with a focus in business or field related to the collision repair industry seen as an asset.
• Minimum 5 years’ estimating experience on both Canadian industry estimating systems (Audatex & Mitchell)
• Minimum 5 years’ experience with OEM procedural lookup as it applies to estimating
• Must always have a valid driver’s license.
• Red Seal Certification seen as an asset
• Experience with multiple Collision Repair Management Systems (CRM systems) seen as an asset
• High level understanding of Microsoft Office programs (Excel, Word, PowerPoint) seen as an asset

Travel requirements

• In person meetings and overnight travel will be required to meet with stores, attend industry events, attend training meetings, and meet with corporate staff at the head office in Oakville, Ontario, as needed.
• Time spent with CSN Licensee is expected to represent 50-70% of the employees’ time with 60 – 80 days per year, many requiring overnights

Work Environment

• The environment for this role is fast-paced and complex, involving urgent timelines, multiple competing priorities and managing numerous stakeholders
• Successful candidates will be required to work from their home office and must have access to a personal vehicle (for which compensation will be provided)

Benefits

• Competitive salary and bonus program
• Competitive benefits package
• The ability to grow, develop and manage your career path

Career Path - As CSN continues to grow, other career opportunities may become available.

CSN is an Equal Employment Opportunity employer. Qualified applicants will receive consideration for employment regardless of age, race, colour, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. We strive to cultivate an inclusive, accessible environment, where all employees and customers feel valued, respected, and supported. We are dedicated to growing our corporate team in a way that reflects the diversity of our customers and communities in which we live and serve.

If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.

Disclaimer: CSN Collision “CSN” does not accept resumes from employment placement agencies, head-hunters or recruitment suppliers that are not in a formal contractual arrangement with us. Our recruitment supplier arrangements are restricted to specific hiring needs and do not include this or other web-site job postings. Any resume or other information received from a supplier not approved by CSN to provide resumes to this posting or website will be considered unsolicited and will not be considered. CSN will not pay any referral, placement, or other fee for the supply of such unsolicited resumes or information.