Customer Focused Team Manager

Summary

As the strategic leader of a major Customer Focused Team, you act as the primary "business owner" for a high-priority customer segment within the site. You are responsible for leading the cross-functional teams and indirect support functions, and in some cases, th edirect manufacturing activities necessary to deliver on customer commitments.

You will hold full accountability for the Execution, P&L, and Strategic Growth of the customer’s business. This includes managing multi-million dollar budgets, establishing three-to-five-year operational plans, and independently representing the company at the senior executive level within the customer’s organization. Reporting to the Director or General Manager (with dotted-line responsibility to a GCU GBOM), you will navigate a complex matrix environment to drive continuous improvement in financial performance, operational excellence, and long-term customer loyalty.

Detailed Description

Performs tasks such as, but not limited to, the following:

• Leads a significant Customer Focused team within a site, with responsibility for the execution of the business of a customer or group of customers.
• The CFT direct reports will include program management and some if not all of SCM (planning and purchasing), engineering, quality and manufacturing operations.
• Any functions not reporting directly will be managed in a matrix management structure.
• Ensures the CFT generates value for the customer from their business with CLS, and seeks to develop customer loyalty.
• Leads the creation and implementation of action plans comprehensively to resolve customer issues.
• Drives continuous improvement in CFT activities using lean and 6-sigma methodologies.
• Plans, manages and controls CFT performance by establishing overall direction and priorities.
• Leads identification of new services to customer.
• Establishes policies and guidelines and evaluates results.
• Allocates appropriate resources, tools, equipment and support to meet customer requirements within the CFT.
• Monitors performance of business execution using MOR and other appropriate metrics.
• Reports on performance to the customer, site management and (where required) GCU Leadership.
• Leads the creation and implementation of action plans to correct out of target conditions.
• Accountable for financial performance of the business. Ensures that all financial metrics (Pricing, service billing, ROIC A/R etc.) are managed within contract and quotation requirements.
• Recommends and manages the CFT budget and financial forecast. Works with the sales/BD on establishing customer prices, either for new business opportunities or periodic (quarterly) pricing reviews.
• Selects employees, assigns objectives, reviews performance and approves employee compensation.
• Coaches for improved performance, approves disciplinary actions and reassigns personnel as necessary to optimize CFT performance.
• Accountable for employee satisfaction improvement within CFT.
• Participates in and often leads cross-functional process improvement groups.
• Supports Corporate or Site-wide initiatives.
• Independently represents company to customer at working/senior level.
• Acts as the senior customer contact under general direction of GCU.

Knowledge/Skills/Competencies

• Strong knowledge of production processes and the tools and equipment used.
• In-depth knowledge and understanding of the business unit and how decisions impact customer satisfaction, product quality, inventory, on-time delivery and the financial performance of the unit.
• Ability to coordinate a wide variety of resources to meet production quality operational, supply chain and financial targets using CLS Project Management methodology where appropriate. (See http://torb2b11.ca-tor.celestica.com/pmm/)
• Has comprehensively developed skills in the following CLS defined competencies: Personal Attributes, Interpersonal; Business Technical and Leadership Competencies (see http://clsdb01.ca-chq.celestica.com/global/comm/homepage/learnhp.nsf), and
• Ability to effectively communicate with a wide variety of internal and external customers.
• Ability independently and effectively to lead, manage, mentor, train and motivate a diverse group of employees to achieve challenging targets within tight time deadlines and in a highly dynamic manufacturing environment.

Physical Demands

• Duties of this position are performed in a manufacturing environment with occasional exposure to elements such as noise, dust, chemicals, operating machinery, temperature extremes, etc.
• Duties may require periodic sustained visual concentration on a computer monitor or on numbers and other detailed data.
• Occasional overnight travel is required
• Above demands are carried out within the local existing Health and Safety guidelines

Typical Experience

• Ten plus years of relevant experience

Typical Education

• Bachelor's degree in related field, or consideration of an equivalent combination of education and experience.
• Educational Requirements may vary by Geography

Notes

This job description is not intended to be an exhaustive list of all duties and responsibilities of the position. Employees are held accountable for all duties of the job. Job duties and the % of time identified for any function are subject to change at any time.