Operations Manager

SUMMARY

The Manager, Operations is responsible for operations and budget management, service delivery management, project management, client relationship management, health and safety, and emergency preparedness and business continuity for an assigned portfolio.

At this position level, the individual is responsible for:

• Highly complex service delivery; and/or
• Multiple client accounts and/or significant service delivery regime in a single, complex client; and/or
• Contract requirements that are highly complex; and/or
• Direct reports may include Team Development Managers, Team Leads, Facility Services Coordinators and Technicians

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.

For the assigned portfolio:

Portfolio Management

• Manages service delivery to a portfolio of client accounts or a single client account of sufficient magnitude and/or complexity.
• Responsible for ensuring KPI objectives are met. 
• Creates, implements and documents service delivery regimes associated with each client account. 
• Collaborates with relevant concerned parties (internal and external) on service delivery including the management of all escalated issues
• Oversees the implementation of service delivery program changes as required.
• Oversees service delivery activities and performance of internal Team Members.  Ensures 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.
• Collaborates with relevant concerned parties to optimize assigned portfolio and continuously create value for the client.

Service Delivery Management

• Responsible for meeting contractual service delivery obligations for each designated client environment
• 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
• Recommends solutions and implements appropriate actions for issues
• Monitors service delivery performance against established metrics/key performance indicators.  Identifies gaps, develops and executes corrective action plans to ensure all objectives are met.
• Monitors service delivery to ensure within agreed upon scope and escalates to senior management, where required.
• 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

Health, Safety, Environment & Security

• Acts as the focal point of contact and collaborates with Environmental, Health, Safety and Security Team to ensure ongoing compliance with all health and safety related legislation and requirements. 
• Monitors and is responsible for the safe delivery of all work performed within office and remote locations.

Project Management (including Client Transitions & Technology Implementations/Upgrades)

• Develops and executes project plans for assigned projects.
• Oversees project delivery; and/or 
• Participates as a member of the Operations Centre team in large company-wide projects. 
• Liaises with relevant concerned parties to ensure projects are delivered with minimum disruptions to service delivery.

Budget Development & Management

• Responsible for meeting budget for assigned service delivery team.
• Liaises with relevant operations team members and Finance team for reports to monitor expenses. 
• Reviews and approves expenditures.

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.
• Ensures the availability of an adequate inventory of tools and other supplies to operate the facilities

KNOWLEDGE & SKILLS

• Community college diploma
• Minimum of 5 years of facility management work experience
• Skilled at contact centre service delivery management 
• Skilled at managing service delivery and meeting client obligations
• Skilled at emergency preparedness and business continuity planning and execution 
• Intermediate budget management abilities 
• Well-developed communication, influence, persuasion and negotiation skills
• Superior written communication skills 
• Skilled at client relationship management 
• Developed and demonstrated people leadership skills 
• High degree of client service orientation and sense of urgency
• Skilled at delivering projects 
• 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. 
• Maintains current knowledge of contact centre service services best practices.
• Solid level knowledge of building management from the perspective of responding to repair requests

Licenses and/or Professional Accreditation

One or more of the following – preferred: 

• Contact and/or Customer Service Professional accreditation 
• 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)