Regional Operations Manager

Gallagher Group

Gallagher Group

Kansas City, MO, USA
Posted on Saturday, May 4, 2024


The Regional Operations Manager will directly manage a Customer Success team, ensuring standard operating procedures and market requirements are being followed to ensure industry leading performance. This position will also manage third-party and internal forecasts, demand planning, order and delivery of security products from Gallagher Security to our customers and ensure that orders are transacted efficiently, consistently and communication to customers is thorough and timely.

The Regional Operations Manager will be a part of the Americas Leadership Team, providing strategic leadership and implementation of Security Americas strategies.


Key Accountability

Outcomes/ Expectations

Staff Management

  • Define and communicate work standards /processes and expectations with team members.
  • Effectively train, develop, and appraise team members.
  • Ensure consistently high performance from Team Members and manage non-conformance.
  • Recruit and retain high caliber team members.

Customer Success

  • Deliver a high-quality, customer-focused experience for all internal and external stakeholders pertaining to sales order management.
  • Ensure consistent processes and customer experience in the Americas meets outlined requirements.
  • Ensure all orders and queries are processed quickly,efficiently, and according to established SLA’s.
  • Ensure that Gallagher Americas team and customers are kept fully informed as to the status of their orders.
  • Ensure all orders are recorded as per Gallagher Americas guidelines and awarded to the appropriate team.
  • Ensure GA monthly/quarterly inventory is up to date and field teams are informed of any discrepancies. Correct as necessary.
  • Organize and plan workloads to ensure all order management deadlines are delivered and daily sales reports are accurate
  • Manage several accounts to ensure transactional knowledge is maintained and that procedures and expectations are appropriate.
  • Actively work with Director of Operations and warehouse teams to coordinate destination documentation and information is correct.
  • Manage a high volume of sales quotes are entered and maintained to ensure adequate stock supports pending quotes.
  • Ensure proper utilization and use guidelines are met for ERP, CRM, and other established toolsets.
  • All other duties as assigned by the EVP Americas.

Key Accountabilities:

Report KPI’s

  • Ensure month end processing is completed within required timeframes.
  • Complete monthly KPI reporting for SOM including channel partner vertical/project market wins and order statistics.
  • Support field teams and provide clarity on sales results for monthly and quarterly reporting.
  • Open order reports semi-monthly to ensure that orders are being processed correctly and in a timely manner. Follow up with Sales Team as necessary.
  • Maintain RGA process and ensure process is followed.
  • Ensure HQ is kept informed of any shortcomings and/or issues with Inventory, product defects and shipping problems
  • Data Analysis of key sales and delivery performance indicators.
  • Work with Global Operations team for global initiatives, global customers, product rollouts, obsolescence, etc.

Forecast and Quotation Management

  • Proactively work with sales team to ensure special pricing and/or high volume orders are recorded in SAP as quotes with sufficient notice to ensure stock is on hand in GA when required.
  • Work with Director of Operations, North America and Global Operations to ensure product is available to fill orders to requested delivery date.
  • Proactively communicate with the field teams to ensure understanding of inbound sales and expected product to customers
  • Work with Director of Operations, North America to ensure that adequate safety stock and forecast levels are in place to cover expected sales and growth.
  • Continually monitor and report on delivery of SLAs


  • Liaise with Finance Americas to ensure Security processes and measures are in place and actioned.
  • Serve as Security Americas Pricing Lead, working in conjunction with the Americas Leadership Team (ALT) on pricing strategy and delivering strategy to the NZ Pricing and Performance team
  • Serving as a member of the Americas Leadership Team, providing strategic insights as well as implementing the shared ALT Security vision
  • Focus on continual improvement of current processes. Liaise with Global operations team to ensure GA is in line with changes and improvements.
  • Provide ongoing feedback and coaching on processes, including but not limited to – SAP, License Database, CRM, Power BI - to team members.
  • Active involvement in helping to solve wider security team issues.
  • Ensure Customer Success team maintains product knowledge to assist with upselling, recognizing order errors, increasing processing time and understanding of complex third-party product ordering.

Service and Delivery Management

· Ensure phone queues are covered at all times and all SLA’s are met.

  • Resource Software Maintenance transactional requirements to ensure all processes are completed correctly at the right time.
  • Assist marketing as required with logistical/product supply information for conferences and shows.

People Leadership

  • Set clear expectations and goals / OKRs / KPIs with an alignment to group strategy
  • Provide regular, constructive feedback on delivering to expectations
  • Hold yourself and others accountable for performance delivery and behavior aligned with values
  • Seek support, coaching, and guidance to support your leadership journey and to create a positive people experience
  • Address issues early and escalate to Manager and / or People Business Partner as needed
  • Welcome feedback from others and invest in yourself so you can be the best you can be
  • Support organizational development initiatives that motivate, engage, grow and retain the team ie: upskilling/ training, high potential growth opportunities, cross-functional work opportunities, recognition and reward programs etc.

Develop a strong relationship with People Business Partner / Advisor to adopt a collaborative approach to optimising people opportunities and addressing people challenges

Including any other duties not specified that may be required to complete the role, and as requested by the Reporting Manager.


Qualifications and / or Experience:

  • College degree or equivalent job experience.
  • 5+ years in a supply chain related position
  • 3 years operations and sales order management experience
  • Proven experience managing a team.
  • Thorough understanding of international sales transactional and border processing requirements.
  • In depth use of transactional computer system for international sales transactions – ERP, CRM, SAP desirable.
  • Microsoft Office
  • Eligible to work in the United States.

Skills / Competencies:

· Exceptional Leadership skills

· Strategic Thinker

· Comfortable with shifting priorities and frequent change.

· Strong customer service ethic

· Strong organizational skills

· Strong verbal and written communication skills

· Ability to handle pressure and strong personalities

· Influencing skills based on knowledge

· Team player attitude

· Have great ideas to improve team

· Some Travel Required

This position is a liaison between various internal and external parties to ensure product forecasting, availability and appropriate transportation arrangements are made as well as with the Security Americas team and various GNA shared services – ie, Finance team, Legal, Operations, IS, etc.