Intelcom | Dragonfly

With more than 100 sorting stations and operations across three continents, Intelcom | Dragonfly is Canada’s leader in last-mile logistics. Our vision is clear: to deliver fast, accurate, and reliable service powered by cutting-edge technology.

A Strategic Role at the Heart of Logistics

Salary Range

$96,251.00 - $120,313.50

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Responsibilities

1. Leadership and Coaching of the IDC Business Partner Team

Supervise, coach and support IDC BP’s in the day-to-day management of their markets and ensure full delivery of all their key deliverables (see BP job profile).
Ensure rigorous follow-up of deliverables, priorities and KPIs for BP’s and IDC’s in the region.
Maintain overall accountability for IDC capacity, performance and development in their region
Act as the BP for the most critical and large IDC’s in the region
Define individual goals aligned with the department's strategic priorities, ensure alignment with Regional MD on goals and priorities.
Provide ongoing coaching focused on performance, accountability and continuous improvement.
Identify training needs and contribute to the development of the team's skills.
Foster a climate of collaboration, rigor and commitment.

2. Performance Supervision and Quality Control

Ensure that the BP’s:
- Maintain rigorous monitoring of IDC KPIs and compliance.
- Adequately document their interventions and action plans.
- Ensure proactive communication with partners.
- Execute IDC performance reviews / QBR’s as per company policy and that follow up actions are realized or escalated as per company policy
Review the performance analyses produced by the team before escalation to the MD
Validate the consistency of policy recommendations made to IDCs.
Identify operational deviations or risks and recommend corrective actions.

3. Strategic support to the Regional MD

Act as the main point of relay between the MD and the team.
Ensure smooth collaboration between IDC BP’s and Stations / ROM’s
Centralize and structure the needs reported by the BP’s.
Report:
- Emerging trends
- Capacity issues
- Partner Risks
- Compliance issues
- Organizational Needs
Contribute to the strategic planning of the department.
Participate in inter-departmental meetings when required.

4. Harmonization of practices and standardization

Ensure consistent application of processes and policies, following policies set out by Global IDC Compliance team and provide input into improving those processes and policies.
Implement monitoring and optimization tools.
Ensure IDC KPI performance achievement through IDC BP activities towards underperforming IDC’s
Identify opportunities for process improvement.
Support the deployment of new initiatives, technologies or organizational changes.

5. Escalation, mediation and management of complex situations

Ensure the IDC BP team is aware of any risk and proactively addresses them before operational impacts are suffered
Intervene in cases requiring a higher level of negotiation or mediation.
Support BP’s in the management of underperforming and/or non-compliant IDCs.
Ensure a professional and compliant approach to sensitive situations.
Work in collaboration with the relevant departments (Operations, HR, Legal).

6. Development of expertise and credibility in the field

Maintain a thorough understanding of operational issues.
Conduct regular station visits and maintain a close working relationship with ROM’s and SM’s.
Act as an internal reference on IDC best practices.
Promote Intelcom's partnership approach and values.

Qualifications

Bachelor's degree in administration, business relations, management, logistics or related field and a minimum of 8 to 10 years of relevant experience OR Master's or MBA with a minimum of 5 to 7 years of relevant experience
Experience in team management or supervision
Experience in partnership development, account management or operating environment
Knowledge of independent contractor models (strong asset)
Knowledge of small business challenges, strategic planning, and financial analysis to support informed business decisions
Entrepreneurial background (strong asset)
Experience in logistics or operations (asset)
Mobilizing leadership and organizational maturity
Strong analytical and data-driven capabilities (KPI)
Excellent communication and conflict management skills
Ability to navigate a matrix environment
Strategic thinking combined with rigorous execution
Strong relational intelligence

Success Indicators

Overall performance of the markets under his supervision
Quality and coherence of action plans
Reduction of critical escalations
Link Engagement and Retention
IDC Partner Satisfaction and Strategic Alignment

This position has been opened to address a genuine organizational need within the company.

At Intelcom | Dragonfly, we move forward guided by strong values: collaboration, innovation, excellence, and responsibility.

We embrace diversity, ensure equity, and foster a true sense of belonging.

Accommodation measures are available for individuals with disabilities throughout our recruitment process, in compliance with the law. Please let us know if you have any specific needs.

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