IDC Regional Manager

Intelcom•Mississauga, ON

About The Position

Intelcom | Dragonfly is Canada’s leader in last-mile logistics, with over 100 sorting stations and operations across three continents. Our vision is to deliver fast, accurate, and reliable service powered by cutting-edge technology. This role is a strategic position at the heart of logistics, responsible for overseeing the IDC Business Partner Team and ensuring the performance, capacity, and development of Independent Delivery Contractors (IDCs) within a designated region. The Regional Manager will act as a key point of contact between the Regional Managing Director (MD) and the team, driving the harmonization of practices, standardization, and the resolution of complex situations. The role also involves developing expertise and credibility in the field, conducting station visits, and fostering a collaborative and high-performing team environment.

Requirements

Bachelor's degree in administration, business relations, management, logistics or related field and a minimum of 8 to 10 years of relevant experience OR Master's or MBA with a minimum of 5 to 7 years of relevant experience
Experience in team management or supervision
Experience in partnership development, account management or operating environment
Knowledge of small business challenges, strategic planning, and financial analysis to support informed business decisions
Mobilizing leadership and organizational maturity
Strong analytical and data-driven capabilities (KPI)
Excellent communication and conflict management skills
Ability to navigate a matrix environment
Strategic thinking combined with rigorous execution
Strong relational intelligence

Nice To Haves

Knowledge of independent contractor models (strong asset)
Entrepreneurial background (strong asset)
Experience in logistics or operations (asset)

Responsibilities

Supervise, coach, and support IDC Business Partners (BPs) in the day-to-day management of their markets and ensure full delivery of all their key deliverables.
Ensure rigorous follow-up of deliverables, priorities, and KPIs for BPs and IDCs in the region.
Maintain overall accountability for IDC capacity, performance, and development in their region.
Act as the BP for the most critical and large IDCs in the region.
Define individual goals aligned with the department's strategic priorities and ensure alignment with the Regional MD on goals and priorities.
Provide ongoing coaching focused on performance, accountability, and continuous improvement.
Identify training needs and contribute to the development of the team's skills.
Foster a climate of collaboration, rigor, and commitment.
Ensure BPs maintain rigorous monitoring of IDC KPIs and compliance.
Ensure BPs adequately document their interventions and action plans.
Ensure BPs maintain proactive communication with partners.
Ensure BPs execute IDC performance reviews / QBR’s as per company policy and that follow-up actions are realized or escalated as per company policy.
Review performance analyses produced by the team before escalation to the MD.
Validate the consistency of policy recommendations made to IDCs.
Identify operational deviations or risks and recommend corrective actions.
Act as the main point of relay between the MD and the team.
Ensure smooth collaboration between IDC BPs and Stations / ROM’s.
Centralize and structure the needs reported by the BPs.
Report emerging trends, capacity issues, partner risks, compliance issues, and organizational needs.
Contribute to the strategic planning of the department.
Participate in inter-departmental meetings when required.
Ensure consistent application of processes and policies, following policies set out by Global IDC Compliance team and provide input into improving those processes and policies.
Implement monitoring and optimization tools.
Ensure IDC KPI performance achievement through IDC BP activities towards underperforming IDCs.
Identify opportunities for process improvement.
Support the deployment of new initiatives, technologies, or organizational changes.
Ensure the IDC BP team is aware of any risk and proactively addresses them before operational impacts are suffered.
Intervene in cases requiring a higher level of negotiation or mediation.
Support BPs in the management of underperforming and/or non-compliant IDCs.
Ensure a professional and compliant approach to sensitive situations.
Work in collaboration with the relevant departments (Operations, HR, Legal).
Maintain a thorough understanding of operational issues.
Conduct regular station visits and maintain a close working relationship with ROM’s and SM’s.
Act as an internal reference on IDC best practices.
Promote Intelcom's partnership approach and values.