General Manager

The General Manager (GM) of Field Operations manages and leads all activities related to a single or multi-unit NSM location. The General Manager ensures execution of key branch activities/initiatives, influences quality, drives exceptional customer care, and builds the employment culture. Serves employees within the location(s) by creating and maintaining safe, efficient, and productive operation. The General Manager has direct oversight of their respective branch financially and operationally, including responsibility for results in terms of productivity, methods of work, profit and loss and employee retention.
Duties and Responsibilities / Essential Functions:

1. Understands NSMs Vision, Mission, and Values. Embodies the values of Honor, Excellence, Accountability, Respect, Teamwork, and Service. Sets the example as a leader in the organization.
2. Full oversight and responsibility for branch revenue, transaction cycle time, product margins, inventory management, expense control, and EBITDA. Reviews Profit and Loss Statements (P&Ls) and creates/executes actions for improvement in partnership with the Region Area Director.
3. Understands all Key Performance Indicators (KPIs) for the branch. Reports appropriate metrics to Division Vice President, Regional Area Director, and all branch team members. Utilizes the Branch Operations Dashboard to communicate performance, explaining areas of strength and identifying areas of opportunity. Leads action plans to improve metrics that are under-performing to standards, but also recognizes and celebrates strong results with the broader team.
4. Provides leadership in growth programs in the marketplace. Knows the market related to competition. Serves as primary contact (in partnership with the sales team) to all Referral Sources and conducts Quarterly Business Reviews with key partners. Addresses relationship or performance standards that are not meeting/exceeding client standards.
5. Oversees and assists sales teams, including ATP, RTS and Home Access roles to drive growth in the market. Assists sales team members by educating them on the market, knowing where growth opportunities may exist. Seeks new referral sources and builds relationships as a business development method.
6. Manages inventory to ensure sales and rental inventories are managed in a cost-effective manner. Ensures quality inventory counts, protects inventory from theft, and is diligent in ensuring inventory transfers are documented.
7. Owns the client's experience in the branch. Always strives to identify improvements for customer experience through Press Ganey results, client feedback, and referral source feedback. Conducts the Client Care Management Checklist on a daily/weekly/monthly basis, as required. (Reviewing the CSR queue, not scheduled deliveries, receiving product management, etc.) Responsible for managing and developing customer service specialists, technicians, and other team members to ensure compliance with all company standards.
8. Creates a positive working environment for all team members. Actively leads, develops, and communicates to all branch members, ensuring each team member is supported and has the potential to be successful in their role. Understands staffing requirements for the branch and ensures open positions are filled in a timely manner.
9. Leads activities in selection and hiring, actively participating in local recruitment to assist Human Resources. Selects quality talent and ensures execution of the onboarding program of new hires. Conducts a 60-day review for each new hire, to provide feedback or address areas of concern.
10. Ensures development of all team members. Ensures that assigned training (including compliance required training and competencies) is completed by required due dates. Leads ongoing development activities for all employees, utilizing NSM University training, supplier training, and other relevant training provided by the company.
11. Leads activities in selection and hiring, actively participating in local recruitment to assist Human Resources. Selects quality talent and ensures execution of the onboarding program of new hires. Conducts a 60-day review for each new hire, to provide feedback or address areas of concern.
12. Ensures development of all team members. Ensures that assigned training (including compliance required training and competencies) is completed by required due dates. Leads ongoing development activities for all employees, utilizing NSM University training, supplier training, and other relevant training provided by the company.
13. Provides ongoing feedback for all team members. Facilitates Performance Management Processes (annual reviews, documented feedback, PIPs, etc.) for the branch, in partnership with Human Resources. Addresses performance issues in a timely manner.
14. Owns the work culture in the branch. Reviews and creates action plans related to branch culture survey results. Develops retention programs through listening sessions, weekly communications (weekly branch meetings), one-on-one meetings, daily coaching, etc. Creates a supportive environment where all employee talents can be maximized and celebrated. Leads by example in embracing diversity, inclusion, and belonging. Drives an active local recognition program to highlight performance and key contributions.
15. Conducts Branch Assessment Tool on a quarterly basis. Takes action on findings, addressing quality or gaps in performance.
16. Drives client orders efficiently in the branch. Takes ownership for quality orders getting being entered and approved in a timely basis. Reviews Missing Information Reports, to ensure quality submissions. Provides feedback and trains team members who lack quality or timeliness on new order elements, whether it be new product or repairs.
17. Ensures that all employees are trained on the technology elements related to their role, to include Mobility Advisor. Serves as the local subject matter expert on branch related technologies.
18. Accountable for organizational activities and operations being carried out in compliance with company policies and procedures, applicable federal, state, and local laws, as well as Joint Commission standards.
19. Collaborates with Human Resources to resolve employee concerns and issues. Addresses and resolves client concerns at the branch level.
20. Assures proper maintenance and care of facilities, vehicles, and property. Ensures a safe working environment by following all safety protocols.

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, printers, photocopiers, filing cabinets and fax machines
Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is regularly required to sit; use hands repetitively to operate standard office equipment. The employee is frequently required to reach with hands and arms.
Required Education, Experience, & Competencies:

• Bachelor's Degree or equivalent work experience
• Minimum of ---5 years in a of progressive management experience, overseeing a complex business with aggregate financial and operational responsibility.
• Proven track record of modeling excellent leadership skills. Exemplifies a servant leadership mentality.
• Ability to communicate (both verbal and written) effectively with leadership, clients, referral sources, and support staff.

This job description in no way states or implies that these are the only duties to be performed by this employee. He/She will be required to follow any other instructions and to perform any other duties requested by his/her supervisor.

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