General Manager, HBO (Halton, Hamilton, Niagara and Burlington)

Find Your Limitless with Reliance

By joining Reliance as a General Manager, HBO 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!

Reporting to the Vice President, Central Canada and US, the General Manager (GM) will provide overall strategic leadership and direction for all aspects of the market, including sales, service, installation, and administration, in an effort to drive new growth and maintain superior customer service delivery. The General Manager will effectively communicate a vision, management philosophy, on new and existing HVAC, Plumbing, Water Heater Install / Water Purification, Electrical business strategy to team members. He/she will motivate and inspire team members to realize the Company’s vision and serve as an effective role model for the organization.

The General Manager will be responsible in delivering and achieving revenue targets, key acquisition targets, KPI’s and will be accountable for the financial profitability of the business unit, while ensuring customer service excellence standards are achieved in all departments. He/she will be accountable for long and short-term strategic plans to grow market share especially within the Business to Consumer (B2C) market. The General Manager will conceptualize and implement plans across all product and service offerings, to meet and exceed targets with new and existing customers.

The regional oversight includes: Halton, Hamilton, Niagara and Burlington

What will you do?

• Learn and grow as an important part of a team that cares about Reliance and its customers.

Strategic and Operational Initiatives

• Provide strategic direction, business planning, and full P&L management
• Responsible for driving the growth of the market through developing and implementing strategic business plans to expand market share, capture strategic sales opportunities and develop market penetration strategies for new business
• Monitoring the financial performance of the business and addressing any operational concerns that could impact results; utilizing KPI’s in all departments to ensure success against forecasts
• Working closely with Marketing to drive profitable growth in the Region
• Foster an environment that embodies our Guiding Principles, which shape our daily interactions with each other and our customers and guide our daily business operations

People Management

• Direct and motivate a high performing team through effective training, coaching and development of key leadership roles
• Consistently set and monitor performance objectives, goals and criteria; evaluate performance through quarterly performance reviews. Identify and action opportunities for growth and development
• Evaluate overall resource needs to ensure bench strength is in place for the region; involved in all hiring & selection to support business requirements and strategies
• Stakeholder and Vendor Management
• Establish methods to measure and maintain customer service excellence; develop corrective action to be implemented on a timely basis when service falls below standards
• Develop and ensure business controls and processes are in place to effectively manage sales, service and installation activities
• Build and maintain relationships with key stakeholders, clients, contractors and suppliers

What do you bring?

• A growth mindset: above all else, we’re looking for people who are dependable, ambitious and want to grow with Reliance
• Post-secondary education in business and equivalent work experience within the utilities industry is preferred
• Minimum of 5-7 years’ progressive general management or sales experience within an organization that provides services to the business and consumer sectors with direct B2C experience; preferably within the market
• Demonstrated strong business acumen with the ability to contribute to the development and execution of strategic plans
• Results oriented with a strong sales acumen and robust operational knowledge; demonstrated ability to consistently meet or over-achieve business growth and profitability targets
• Strong leadership, training and motivation skills with a track record of successfully managing and developing high performing teams
• Strong relationship building skills; ability to develop new and effective relationships with internal and external contacts
• Excellent verbal and written communication skills, with the demonstrated ability to influence and negotiate desired outcomes
• Demonstrated problem solving, strategic planning, decision making and project management skills
• Strong understanding of customer needs, service and experience with demonstrated ability to analyze and interpret market and consumer data in order to make sound business decisions
• Flexibility and adaptability; high capacity to work in and lead an evolving organization; establishing new processes, etc.; ability to lead change and act as a change agent
• Demonstrated capability to effectively and proactively manage time, set priorities, meet multiple and conflicting deadlines, and to deliver on outcomes
• Reoccurring travel between branches will be required within Halton, Niagara, Hamilton and Burlington as well as, our corporate head office in North York

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 four consecutive years since 2019. Reliance remains focused on sustainability, workplace safety, wellness, diversity, inclusivity, and prudent governance.

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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