General manager, Director of Operations

ROBERT A. HEYWORTH

Guelph, Ontario

416-***-**** ************@*****.***

linkedin.com/in/RobertHeyworth

SUMMARY

A personable and approachable hands-on Manager with extensive experience in Logistics and Supply Chain operations. Continually driving cost reduction strategies through improved productivities, challenging teams. Promote employee engagement and morale with effective leadership and transparent communication. Energized by challenging opportunities, allowing utilization of developed problem-solving skills to ensure compliance to policy and procedure while focusing on continuous improvement in areas of safety, quality, efficiency and customer service.

Proficient in Microsoft Office, Markview, Oracle-E-Finance, Oracle, AS-400 Topex, Blackline Finance, CPM Finance, Concur, DMS, E-Track, Inspyrus, HR Success Factors

PROFESSIONAL EXPERIENCE

XPO LOGISTICS – LAST MILE (Lowe’s/Rona, Appliance Canada), Mississauga, ON DIRECTOR OF OPERATIONS.September 2018 – April 2020 (Covid)

●Manage Last Mile Operations in Canada for 3 major appliance retailers, with a combined operating budget of $45 million

●Full P&L responsibility for all accounts and regions within Canada

●20,000 + home deliveries per month

●Manage up to 100 employees, including General Managers, Field Operations Managers, Quality Supervisors, Returns Coordinator, Operations Coordinator, Logistics Specialists and Customer Service Representatives.

●Developed foundation for an effective customer relationship through quick action and problem resolution.

●Effectively execute customer and vendor contractual requirements for all sites.

●Lead team in continuous improvement initiatives in areas of customer carry ins, returns and claim resolutions.

●Piloted VOC (Voice of Customer) incentives on pay schedules for all contracted Owner Operators which has been implemented as a best practice within North America.

●Realized greatest improvements through VOC, goal of 92% and on-time delivery goal of 95%.

●Through accurate assessments of the talent pool, effective delegation of assignments and continual performance audits and feedback, have developed a culture of engagement and positive reinforcement.

●Coordinate the collection of Key Performance Objectives (KPI) performance measurements, consistent with customer, vendor and company’s Balance Scorecard and contractual requirements.

●Facilitate quality management workshops, employee opinion surveys, special projects and sharing of best practices.

●Proactive Health and Safety management resulting in 16 years no lost time accidents.

●Manage, mentor and develop Operations Managers to ensure the highest level of customer satisfaction.

●Managed 50 – 60 contract carriers within regions all across Canada and ensured proper training and follow-up of contract carriers with field Managers and retailers staff.

●Identify opportunities for market expansion and development by partnering with regional clients.

●Ensure direct reports are trained in critical aspects of the job, including but not limited to CC-settlements, operational efficiencies, managing P&L for the operation, claims processing and contracting of motor vehicle carriers.

DHL Supply Chain – Circuit Logistics (Michelin Tires), Hamilton, ON 2013 - 2018 General Manager

●Oversaw four Michelin distribution sites across Canada with an operating budget of $16M.

●Managed up to 80 employees, including Operations Manager, Quality Supervisors, Lead Hands, Inventory Coordinator, Returns Coordinator, Operations Coordinator, and Direct Associates.

●Responsible for a one-time saving of $300K, and ongoing site detention savings by creating a comprehensive

scheduling model, which was adopted throughout the North American network.

●Developed effective customer relationships through quarterly business review presentations.

●Created and implemented full Budgetary Responsibility Matrices for 4 Canadian sites, considering drastic fluctuations in volumes, poor visibility to inbound forecasting and minimal accountability to carrier On-time Performance.

●Effectively executed customer and vendor contractual requirements for four sites (Hamilton, Winnipeg, St. Albert, BC.).

●Led team in continuous improvement initiatives in areas of productivity, quality, cycle counting accuracy, adjustment reduction, product-rotation programs and space utilization (efficient SKU placement), BLR and RLOs. Achieved favorable results in all areas through accurate assessment of talent pool, effective delegation of assignments, developing a culture of engagement, positive reinforcement and timely follow up.

●Maintained Paths to Quality management system database, through the Quality Supervisor, QMS database, monthly meetings and website training.

●Coordinated the collection of Key Operational Objectives (KOI) performance measurements, consistent with customer, vendor, company’s Balance Scorecard and contractual requirements.

●Realized greatest improvements through on-time receiving and variable CPU.

●Responsible for asset management, including lift trucks, yard and dock maintenance, security staffing and warehouse utilization.

●Facilitated quality management workshops, employee opinion surveys, and special projects and sharing of best practices. Utilized classroom settings, improving EOS (Employee Opinion Survey) scores by 6.3% and active leadership by 6%.

●Promoted a safe working environment through monthly meetings, quality management program, daily safety drive inspections, behavior-based safety program, MDP programs, CT-PATT, WSIB claims management and RTW program.

●Focus on safety and modified work programs, Eliminated WSIB NEER payments, down to realizing annual rebates

DHL Supply Chain – Exel Logistics (General Mills), Brampton, ON 2004 - 2013 Operations Manager

●Managed up to 120 employees, including 5 Supervisors, 1 Inventory Coordinator, 3 Taskers, 1 Inbound Coordinator, 80 Direct Associates and 40 temporary Associates (seasonal).

●Managed 2 departments, CPG Special Pack (value added) and Core Distribution.

●Managed $11M budget, full P&L responsibilities.

●Led team in continuous improvement initiatives in areas of productivity, quality, cycle counting accuracy, adjustment reduction, product-rotation programs and space utilization (efficient SKU placement), Achieved favorable results in all areas through accurate assessment of talent pool, effective delegation of assignments, developing a culture of engagement, positive reinforcement and timely follow up.

●Effectively executed customer and vendor contractual requirements.

DHL Supply Chain – Exel Logistics (Henkel, Swartzkoff/DEP, Frito Lay), Brampton, ON 2003 - 2004

Operations Manager/Project Manager

●Managed 2 departments, Special Pack CPG (value added) and Core Distribution of new start up for multi-client location

DHL Supply Chain – Exel Logistics (Kellogg’s), Brampton, ON 2003

Operations Manager-Special Pack

Martin Brower of Canada, Brampton ON - McDonald’s Restaurants 1990- 2002

Warehouse Manager 2000 - 2002

Project Manager 2000

Acting Customer Service Manager 1999 – 2000

Senior Warehouse Supervisor 1991-1999

Transportation supervisor 1990 – 1991

EDUCATION

Business Administration – Marketing Diploma, Humber College.

Management Diploma Program, I.A.P.A.

COMMUNITY INVOLVEMENT AND ACTIVITIES

Accreditation in AIB, QCDSM, Crestcom Management, General Manager’s Academy and CSCS programs.

Captained team for Variety Village Games, raising money for physically/developmentally challenged youth, General Manager of local Junior “C” hockey team, cartoon illustration and tattoo artist

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