Director, Facility Operations

SUMMARY

For the assigned region/province, the Director, Facility Operations is accountable for operations management, meeting service delivery obligations, meeting all internal and external requirements, achieving budget and client satisfaction.  Operations management includes leadership of Critical Environment and Technical Services.   In addition, this role is also responsible for developing and recommending plans including but not limited to business expansion plans and for introducing innovations and continuous improvements for the facility management services business to the Managing Director.  The role will have people leadership responsibilities for all Facility Management, Service Delivery Team, and account dedicated technicians. 

KEY DUTIES & RESPONSIBILITIES

Account Management

• Develops and recommends plans including but not limited to business expansion plans for the facility management services business to the General Manager.  Executes plans.
• Continuously engages clients in discussions to understand and anticipate needs, identify and recommend additional services. 
• Participates in and contributes to quarterly business reviews.
• Contributes to contract renewal and business development activities.
• Contributes to account governance.
• Supports the Managing Director in overseeing the provision of value reporting for the facility management services business to substantiate value creation to clients.
• Provides value added recommendations and solutions to enhance portfolio.
• Produce and present Monthly Business Reviews for the Account focused on Operations.
• Support and create leadership QBRs and MBRs for the leadership team. 
• Own the Operational Delivery and Obligations for the account. 
• Be audit ready leveraging Account and client procedures.
• Own and support closure for account operational KPI and Performance Measurements.  

Client Relationship Management

• Accountable for achieving client satisfaction objectives. 
• Accountable for developing and maintaining effective relationships with clients, managing client expectations, and understanding client’s future facility management strategies and needs.
• Position level of client representatives with whom this position typically interacts with include those at the senior management level and may include those at the executive management level.
• Acts as the focal point of escalation for all facility management technical and soft services issues pertaining to facilities within the assigned account.
• Primary escalation points for all ministries and client after the Regional directors. 
• Achieves profitability targets through rigorous management of operational budgets and by driving service expansion opportunities.
• Leads in some cases and supports in all cases in the development of business cases for new service opportunities.
• Leads the assigned account team in the continuous identification of cost savings opportunities for the account and the client.
• Identifies and recommends opportunities to reduce and/or consolidate services to the AVP Client Services and the client.
• Recommends, develops and executes cost savings opportunities.
• Develops implementation plans and leads the implementation of cost savings initiatives for the assigned account.
• Engage in all the Energy initiatives to drive client and account Energy targets. 
• Develop business cases for growth opportunities. 

Profitability

Budget Development & Management

• Accountable for meeting budget and for leading the development of the annual facility management operational budget for the account.
• Develops and manages the execution of budget for portfolios.
• Present Monthly OPEX meetings to the client. 
• Ownership, execution and presentation on a monthly basis for the operations guaranteed savings. 
• Work with corporate owners to drive savings and margin balancing the account and client budgets.

Portfolio Management

• Accountable for operations management for the portfolio of facilities and for ensuring service level expectations are met for all portfolios.
• Leads the operations and maintenance activities of a portfolio of facilities along with the execution of the portfolio’s programs.
• Oversees the completion and submission of capital plans and works with asset management team to prioritize capital programs.
• Creates and implements portfolio plans. 
• Provides recommendations for and contributes to the development of strategic plans. 
• Leads the facility management services team in optimizing facilities and continuously creating value for the client.

Service Delivery Management

• Accountable for meeting all service obligations for region.
• Oversees the delivery of all service obligations for region.
• Accountable for meeting established metrics/key performance indicators. 
• Accountable for ensuring compliance to all legislated, corporate and industry-related requirements and guidelines including but not limited to environmental, health and safety, and building standard requirements.
• Coach guide and support the service delivery team as a dotted line reporting leader within the account. 

Risk Management, Emergency Preparedness and Business Continuity Planning and Execution

• Accountable for safeguarding the client against emergencies and risks by ensuring emergency preparedness, risk management, disaster recovery and business continuity plans are developed and that relevant concerned parties are trained to ensure proper execution.
• 24/7 support for emergency and readiness for execution. 

Health, Safety, Environment & Security

• Accountable for meeting all internal and external health, safety, environment and security-related requirements.
• Accountable for the safe delivery of all work performed.

Regulatory Compliance

• Accountable for ensuring all regulatory compliance requirements have been met and all related documentations are created and maintained.

Project Management

• Accountable for on-time, on-budget and quality delivery of facility management projects. 
• Collaborates with project delivery teams to ensure projects meet client expectations and that there is a complete handover of the project to operations.
• Collaborates with clients and internal concerned parties to identify project opportunities and priorities, develop and implement projects.
• Oversees the development and execution of project plans for portfolios.
• Work side by side with other client service provider and support BGIS project in achieving their goals.

Procurement

• Collaborates with Procurement and Supply Chain Administration teams to source and qualify vendors, source and procure goods and services.
• Lead and coordinate with RDs the RFP process. Participate in meeting an responsible for the primary point of contact for procurement and vendor management.

People Leadership

• Accountable for employee-oriented activities including but not limited to employee engagement, development and performance management, hiring and retention, compensation recommendations.
• Direct reports may include the Regional Director position.
• Subject matter expert in operation processes responsible on leading and training the team in all structured procedures.

KNOWLEDGE & SKILLS

• Community college diploma preferably in business administration.
• 5- 10 years of facility management work experience.
• Account management abilities.
• Exceptional facility operations management abilities.
• Exceptionally skilled at client relationship management with demonstrated ability in building and managing relationships with client representatives at the senior management level.
• Exceptionally skilled at managing service delivery and meeting service delivery obligations.
• Highly skilled at managing budgets.
• Fully developed communication, influence, persuasion and negotiation skills.
• High degree of client service orientation and sense of urgency.
• Highly skilled at leading and engaging a team of individuals.
• Skilled at vendor management. 
• Skilled at emergency preparedness and business continuity planning and execution. 
• Possesses a sustainability mindset and seeks to incorporate sustainable practices within assigned portfolio where possible.
• Expert level knowledge of health and safety requirements.  Possesses a high degree of safety mindset.
• Maintains current knowledge of and highly skilled at implementing facility management services best practices.
• Expert level knowledge of current building standards and requirements.
• Possesses a continuous improvement and quality mindset along with a desire to continuously seek and incorporate innovative practices and technologies in order to deliver value to the client.

Licenses and/or Professional Accreditation

• One or more of the following, an asset – CFM, CPM, FMA, RPA.

This is a regular, full-time position with a salary range of $132,924 - $166,155 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. 

BGIS is an equal opportunity employer and we welcome you to apply for a position with us! If you require accommodation during the recruitment process, please contact us at askHR. Upon request for accommodation, we will consult with the applicant in question and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.