Country Manager (COO) at Human Capacity Development Consultants (HCDC)

JOB DESCRIPTION

Objective:
The COO will work closely with the Managing Director and is responsible for providing leadership for the company’s operations as well as achieving operating and financial objectives, overseeing the quality of services, overseeing and executing all projects including; improving ongoing financial growth and responding to industry needs. The COO will focus on bringing continuous improvement and best practice into the company.

Responsibilities

Leadership:

• Develop for corporate approval: Strategy business objectives, budgets, policies and plans which will achieve company growth and profitability goals.
• Communicate business objectives and plans within the company.
• Ensure that plans and policies are consistently understood, correctly interpreted and administered by subordinate managers
• Set the tone for the company's relationships with its employees, vendors, customers through policy statements, management actions and written/verbal communication
• Instill at all levels of operations (from the janitor to department heads) the philosophy of continuous improvement. Facilitate a process so that all employees understand what this philosophy is, how they can participate, and that it is an ongoing part of their job. The following key metrics should be targeted for implementation and continuous improvement:
• Bookings, profit margins, operating expenses, cash flow, On Time Delivery, lead times, quality,
• Attract, hire, train, develop and direct a staff of professional managers to oversee each of their specific areas of responsibility to achieve company goals and objectives.

Management

• Direct and oversee all operations to achieve planned performance goals
• Ensure that each department is properly organized, staffed, and directed to fulfill its responsibilities
• Assure the development of planning and control systems and other management systems that may be required to ensure effective control of the company
• Supervise immediate subordinates and prescribe broad areas of responsibilities for each subordinate and authority levels regarding policies, contractual commitments, expenditures, and personal actions
• Generate all applicable reporting  to corporate and assuring compliance with internal policies and procedures

Planning:

• Develop the company’s strategic plan, the annual tactical business plans, the annual budgets and present them to the Managing Director
• Analyze and interpret market information in order to develop marketing and sales responses to gain market share and improve profitability
• Be “The Company Worrier” constantly analyzing any weaknesses we have in our company currently/ or could have in the future and develop solutions for each problem and potential problem
• Develop procedures to monitor and achieve the annual tactical plans
• Contribute to the development of the company’s vision and mission

RESOURCE DEVELOPMENT:

• Responsible for the development of the organization and personnel, products/services/technology, and appropriate financial resources to secure the position of the company and to facilitate its planned growth
• Ensure the attainment of objectives through the selection, development, motivation, evaluation, and promotion of human resources

COMMUNICATIONS:

• Present and support varied points of view relative to corporate strategy and decision making to the company
• Support the company’s values, principles, vision, mission
• Serve as a voice of customer and between functional heads

OPERATIONS:

• Implement and utilize best in class processes throughout the operations to achieve profit objectives
• Prepare and review vendor contracts for final review by the Managing Director
• Develop key performance metrics to manage the business
• Manage the day to day operations including sales, customer service, accounting, technology, HR, legal, and marketing
• Develop new and grow existing relationships with key customers and support sales to ensure customer satisfaction
• Maintain compliance with all legal requirements  and oversee that company is meeting them
• When needed, oversee the expansion of the facility to meet short and long term growth projections
• Review actual performance to plan and take appropriate actions to meet plan

FINANCIAL:

• Recommend revenue and profit goals for each planning period
• Develop and administer overall operating budgets and direct capital expenditures necessary to keep the company competitive
• Ensure that a full financial reporting package is completed accurately in a timely manner
• Identify new and enhance existing processes designed to promote growth, customer service, cost reduction and expense control
• Understand the monthly financial statements and comprehensively explain variances and results in the monthly operations review meeting
• Report Company’s performance versus profit plan goals and recommend corrective actions for underachievement

Educational Background:

• Bachelor’s degree in Business Administration or related field or relevant experience.
• At least 3 Years of senior operations experience in e-commerce
• At least 10 years of proven success in a senior management role in achieving substantial improvements in business operations resulting in significant and steady increases in profitability over the course of several reporting periods
• Experience in an e- commerce business with headcount in excess of 60 people
• A minimum of 15 years of general management experience as well as strong financial implications experience within preferably, e-commerce businesses and proven vertical growth with prior P & L responsibilities. Must have demonstrated success at managing all functions including finance, HR, sales & marketing, customer service, quality, and information Technology
• Demonstrated experience with accountability for managing profitable growth required, along with a thorough understanding of today’s business principles. Must be very comfortable with accounting and financial concepts
• Knowledge in supply chain functions including purchasing,, order fulfillment, and shipping
• Strong knowledge of and experience with planning and budgeting

Personal Characteristics

• Change management: Able to maintain and build on current company culture
• Teamwork: Actively seeks and uses input from others; respects others' time and talents; puts team goals above personal goals; speaks positively and supportively about team members, customers and company
• Customer Service Orientation: Lead the company in building long-term relationships with its customers with concurrent responsibility for maximizing profit, ensuring the company is meeting Service Level Agreements, keeping communications  active, and exceeding expectations
• Continuous Improvement: Continually sets challenging goals; actively seeks feedback for self- improvement; learns from experience and shows high levels of motivation
• Ownership: Focuses on priorities and results; always takes accountability; looks for solutions; decisions reflect a personal stake in the business; passionate about work
• Sales Driven: Seeks opportunities to build the business while working on projects and maintenance tasks. Looks for new leads both inside and outside the current customer base
• Decision Making: Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure. Is able to make quick and focused decisions
• Empowers The Team: Makes good hiring decisions, delegates effectively to team members, develops team skills through coaching, training, communication, and mentoring, allows team freedom to make skill decisions while holding them accountable for the results.
• Interpersonal Skills: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably. Will be comfortable in developing close relationships in a small marketplace.
• Discernment: Must possess a high level of emotional intelligence, good at reading situations, good at modulating interactive approach to different audiences, and adapting to a broad range of personalities and communication styles.
• Leadership:  Strong leader with high energy, but wise to reading and leading teams. Strong verbal and written communications skills required. Able to clearly present goals, direction and support to Principles, Direct Reports and Employees.