Job Description

SUMMARY

The National Operations Manager will lead the operations team within BGIS ITS to support the efficient scheduling, dispatching, of work orders to establish and manage the operating processes that will ensure successful delivery of service to our clients. This will include managing the lifecycle of workorders from identifying the right technicians, reviewing and coordinating the approvals for any required quotes, reviewing service reports and following up on recommended actions, and managing work order performance to achieve the required SLAs. They will routinely interact with clients, both at the store and corporate levels, to coordinate service response and address any service concerns or escalations.

The National Operations Manager will be a seasoned facility management expert with advanced people skills complimented by exceptional communications and client relationship management abilities. Collaborating with key parties concerned to ensure client service delivery commitments are achieved and identify opportunities to drive continuous improvement in our processes and systems. An individual who can formulate and facilitate strategies backed by data.
KEY DUTIES & RESPONSIBILITIES
People Leadership

Demonstrates strong, competent leadership for team members to guide them in reaching their full potential and meeting their objectives, which supports achievement of our corporate goals. Specifically, these responsibilities include but not limited to:

• Full involvement with recruiting talent.
• Provides mentoring, coaching and guidance to all team members.
• Objectively recommends compensation adjustments.
• Manages all aspects of performance.

Service Delivery Management

• Manages the overall service delivery to a portfolio of client accounts or a single client account of sufficient magnitude and/or complexity.
• Monitors service delivery performance against established metrics/key performance indicators. Identifies gaps, develops and executes corrective action plans to ensure all objectives are met.
• Creates, implements, and documents service delivery processes associated with each client account.
• Collaborates with relevant concerned parties (internal and external) on service delivery including the management of all escalated issues
• Oversees service delivery activities, and performance of internal Team Members, ensuring all work is completed on time, safely and meet quality requirements.
• Continuously seeks ways to gain greater efficiencies through activities such as recommending and implementing best practices, collaborating with internal teams to implement sustainable practices and improvement initiatives, utilizing internal Technicians wherever possible, etc.
• Resolves problems and/or conflicts and maintains open communication with the client account team and specific clients including providing regular written and oral reports to in response to escalations.
• Provides on-call coverage to front-line team which requires open availability.
• Continuously seeks ways to gain greater efficiencies through activities such as recommending and implementing best practices, collaborating with internal teams to implement sustainable practices and improvement initiatives.

Client Relationship Management

• Develops and maintains effective relationships with clients. Ensures ongoing client satisfaction.
• Acts as the focal point of escalation for issues pertaining to service delivery.

Risk Management, Emergency Preparedness and Business Continuity Planning and Execution

• Develops and executes emergency preparedness, risk management, disaster recovery and business continuity plans.
• Collaborates with relevant concerned parties on incident management-related requirements.

Regulatory Compliance

• Ensures all regulatory compliance requirements have been performed and all related documentations are created and maintained.

Procurement

• Collaborates with Procurement and Supply Chain Administration teams to source and qualify vendors, source and procure goods and services used by the internal teams in the performance of duties.

KNOWLEDGE & SKILLS

• University degree or College diploma required.
• Minimum of 5 years of facility management work experience with a primary focus on retail environments.
• Strong background in operating and maintaining client facilities including both preventative and on-demand activities.
• Experienced in managing vendor performance to deliver against committed service levels and expectations.
• Skilled at understanding client business requirements and developing appropriate business resiliency and emergency preparedness plans to effectively respond to and mitigate potential business risks.
• Strong business acumen and ability to translate business concepts into relevant and actionable analyses.
• Strong interpersonal skills. Ability to co-ordinate with multiple internal groups.
• Demonstrated experience in effectively leading a team, including virtual teams.
• High degree of client service orientation and sense of urgency.
• Solid level knowledge of health and safety requirements. Possesses a high degree of safety mindset.
• Possesses a continuous improvement and quality mindset and seeks to continuously improve processes and incorporate best practices where applicable.
• Self-motivated / self-starter, strong work ethic.
• Solid organizational and prioritization skills.
• Team oriented, energetic, collaborative, diplomatic, and flexible style, with the ability to tailor data driven results to various audience levels.
• Excellent written and oral communication including ability to communicate with users with various technical backgrounds.

Licenses and/or Professional Accreditation

One or more of the following - preferred:

• Certified Facility Manager through International Facility Management Association (IFMA)
• Certified Property Manager through Institute of Real Estate Management
• Facility Management Administrator Designation through Building Owners and Managers Institute (BOMI)
• Real Property Administrator through Building Owners and Managers Institute (BOMI)

This is a regular, full-time position with a salary range of $96,322 - $120,402 per annum. The starting salary will be based on the successful candidate's competencies, including but not limited to experience, education and performance related to this role.

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