Operations Support Specialist-Optimization (6-month contract)

Find Your Limitless with Reliance

By joining Reliance as an Operations Support Specialist-Optimization, you’ll become an important Team Member and will be provided with the tools you need to succeed.  We have ambitious growth plans and are looking for Team Members who want to grow with us. At Reliance, we pride ourselves on the fact that we provide limitless opportunities for growth and we encourage it by rewarding our Team Members for their success in many ways. If you’re ready to find your limitless – join us!

Note: This is a 6-month contract role. 
 

What do we offer?

• The tools you need to succeed – including the tools for the job as well as training and development programs
• A successful and knowledgeable team to be part of and learn from
• Competitive base pay plus the ability to earn more tied to your success – the only limit is your potential

• A great benefits plan for you / your family
• Career paths so you can advance in the company
• Awarded Canada’s Most Admired Corporate Cultures with a proudly diverse and inclusive team

What will you do?

• Champion Continuous Process improvement change culture and quality service delivery across Operations
• Lead and execute various projects / initiatives, which are based on the framework of Business Process Improvement and Operational Excellence
• Responsible for efficient execution and effective implementation of all process re-engineering, change and quality projects across operations
• Conduct process reviews to eliminate duplication of activities and reduction in cost
• Assess and correct existing challenges and gaps across operational processes and align efforts across all branches
• Understand business needs/expectations
• Ensure all process/practices are in compliance with regulatory requirements and Reliance’s policies and procedures to minimize risk exposure
• Compile and prepare reports, presentations and other documents as instructed by the Manager, Operational Excellence
• Build effective relationships, influence and motivate operations units to ensure their wholehearted commitment to the achievement of operational excellence
• Reinforce strategic change, through effective and receptive communication and various tools
• Perform diagnostics/audits on identified areas of business to establish the area of improvement, define problems, propose and drive solutions
• Perform change management planning and develop necessary steps to ensure business/operational alignment utilizing tools such as change plan, communication plan, stakeholder list and other tools that may be required to accomplish a change project
• Monitor progress towards established goals
• Collaborate with colleagues across various departments to ensure that potential operating efficiencies and synergies are recognized and reflected in process design and development, and that processes are workable on implementation and will meet operational needs
• Provide coaching to Operations Managers on key KPIs, process and procedures
• Identify opportunities for cost reductions and service quality improvements
• Evaluate data and/or work with WFP Reporting & Analytics to perform statistical analysis to identify improvement opportunities as well as associated issues and risks
• Audit operational processes at defined intervals to identify risk, plug the gaps, Rapidly implement short and long-term fixes on process issues
• Update/develop procedures and share best practices to actively participate in the improvement of overall operations
• Ensure operational processes are in compliance with established policies as well as regulatory standards
• Assist in the development and implementation of business measurement tools
• Explore and drive the change to create automation of process/ reports across all existing processes as well as service delivery procedures
• Assist in the development and implementation of communication processes and training programs to support business process change
• Perform any other duties or responsibilities consistent with the role as assigned by the Manager, Operational Excellence

What do you bring?

• Bachelor’s degree/qualification in Business, Business Process Management, Project Management or like discipline is preferred
• High proficiency in MS Office applications
• Specialization in Lean Six Sigma/ TQM and the like - preferred
• Formal Lean certification required (Green Belt or higher)
• 5-10 years’ experience in HVAC consumer services, or at least 3 years’ experience in a similar intermediate to senior role
• Strong understanding/experience with Operational Excellence and Continuous Improvement principles and methodologies
• Solid understanding of the HVAC consumer services industry
• Technical aptitude and curious mindset
• Ability to lead, plan and manage change
• Strong Lean Six Sigma & Project Management Backgrounds
• Ability to select and apply appropriate Lean tools
• Strong communication & presentation skills
• Knowledge of various statistical tools and use of pivot tables
• Willing to travel between Reliance branches & facilities
• Valid Ontario driver’s license with access to a vehicle
• Experience with AI tools like Microsoft Copilot
  

Why Reliance?
As a leader in home services and energy efficient solutions for over 60 years, Reliance Home Comfort® (Reliance) is committed to being the Destination of Choice by delivering exceptional experiences for customers seeking comfort and team members seeking a rewarding, inclusive workplace. With over 2 million customer relationships, Reliance is a trusted source and has become one of Canada’s largest providers of water heaters, furnaces, heat pumps, air conditioners, water purification, plumbing, protection plans, smart home, electrical, and EV chargers. Headquartered in Toronto, Reliance employs a workforce of over 2,700 Team Members across 28 branches in Canada and two locations in the United States. Reliance has been certified as a Great Place to Work in 2024 and has been recognized as one of Canada's Most Admired Corporate Cultures by Waterstone Human Capital, for eight consecutive years since 2016. Reliance remains focused on sustainability, workplace safety, diversity, inclusivity, and prudent governance.

This posting is for an existing vacancy.

We use AI enabled tools to support parts of our selection process; however, every hiring decision is reviewed and finalized by our people.

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Reliance Home Comfort is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds including minorities and those with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

For more information, please visit www.reliancehomecomfort.com 

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