IDC Business Partner - GMA

Overview

Intelcom | Dragonfly is Canada's leader in last‑mile logistics, operating over 100 sorting stations across three continents. Our vision is to deliver fast, accurate, and reliable service powered by cutting‑edge technology.

Role Summary

Reporting to the Manager, Partnership Development, the IDC Liaison strategically manages and develops relationships with Independent Delivery Contractors (IDC). The role acts as a trusted advisor, ensuring alignment between Intelcom’s strategic objectives and IDC performance, leveraging KPIs and operational insights. The liaison serves as both mediator and strategist, driving business value, fostering engagement, and ensuring compliance while promoting growth.

Responsibilities

• Align IDC performance with Intelcom’s strategic objectives through KPIs and data‑driven insights.
• Identify win‑win opportunities that enhance IDC growth, operational excellence, and Intelcom’s delivery capacity.
• Advise leadership on partnership trends, risks, and opportunities, ensuring IDCs are considered in internal strategy.
• Work with Operations, Network Planning, and Business Development to assess future delivery needs and ensure sufficient IDC capacity in designated markets.
• Provide input on partner selection, onboarding, and development strategies to address operational and customer demand.
• Ensure IDC scalability through volume forecasts and enforcement of delivery expectations.
• Build and maintain trust‑based relationships with IDCs and act as their advocate internally.
• Mediate concerns and grievances constructively, applying negotiation and conflict‑resolution skills.
• Prevent risks of disengagement or dissatisfaction by fostering open dialogue and proactive problem‑solving.
• Ensure regular, transparent communication with IDCs regarding policies, products, services, and information sessions.
• Facilitate two‑way communication by gathering feedback from IDCs and sharing it with internal stakeholders to drive improvements.
• Represent Intelcom’s values and partnership approach consistently across all interactions.
• Maintain operational credibility by engaging regularly with stations and frontline teams to understand on‑ground realities.
• Provide insights from field observations to refine strategic initiatives and operational improvements.
• Support and guide IDCs through policy changes, new technologies, or performance improvement plans.
• Act as a change champion by building understanding and buy‑in across partners and internal teams.
• Ensure IDC partnerships operate in compliance with independent contractor regulations, labor laws, and Intelcom standards.
• Identify potential compliance risks and recommend operational mitigation strategies.

Qualifications

• Bachelor’s degree in Business Administration, Supply Chain Management, Logistics, Operations Management, Human Resources, or a related field plus 6 years work experience, or MBA/relevant postgraduate education plus 3 years work experience.
• Experience in operations, logistics, supply chain, vendor management, or account management.
• Exposure to KPI analysis and performance monitoring.
• Experience working with cross‑functional teams.
• Experience managing external partners, contractors, franchisees, or vendors.
• Strong background in performance management using KPIs and BI dashboards.
• Experience in negotiation, conflict resolution, and stakeholder engagement.
• Exposure to capacity planning or operational workforce planning.
• High emotional intelligence and strong mediation skills.
• Strategic thinker with strong operational grounding.
• Comfortable operating in ambiguity and high‑pressure environments.
• Strong integrity and ability to handle sensitive information confidentially.
• Customer‑centric mindset with strong resilience and adaptability.
• Willingness to travel regularly.

Assets

• Entrepreneurship or experience operating a small business (understanding contractor realities).
• Vendor or franchise network management.
• HR or labor relations exposure (especially contractor models).
• Operations leadership in a fast‑paced, field‑based environment.

Why Join Us?

Benefits

• On‑site gym with a personal trainer.
• Employer‑provided lunch of your choice.
• Comprehensive group insurance.
• Group RRSP plan.
• Care & Well‑Being Activities.
• Partial reimbursement for public transportation.
• Employee Assistance Program.

…and much more.

Accommodation measures are available for individuals with disabilities throughout our recruitment process, in compliance with the law. Please let us know if you have any specific needs.

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