Job Title

Job Description Who We Are BGIS is a leading provider of customized facility management and realestate services. With our combined team of over 6,500 worldwide, we relentlessly focus on enabling innovation through the services we deliver, while actively looking for new opportunities that will enable innovation for our clients businesses. Globally, we manage over 320million square feet of client portfolios across 30,000+ locations in North America, Europe, Middle East, Australia and Asia. 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. Position Level Responsibilities 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 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 are 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. 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 meets 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. 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 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 oncall coverage to frontline 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 managementrelated 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 companywide 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. Welldeveloped 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). This is a regular, fulltime position with a salary range of $96,322 - $120,402 per annum. The starting salary will be based on the successful candidates competencies, including but not limited to experience, education and performance related to this role. BGIS is an equalopportunity 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 applicants accessibility needs due to disability. About Us We value transparency in our hiring processes. Please note, artificial intelligence may be used in certain stages to screen, assess, or select applicants, however, a human reviewer makes all final decisions. This posting is for an existing vacancy. About The Team BGIS is a global leader in integrated facility management services. With a combined team of over 10,000 globally, BGIS relentlessly focuses on delivering innovative service solutions that create value for its clients. Globally, BGIS manages over 50,000 facilities totaling more than 600million square feet across several markets including government, higher education, utilities, telecommunications, financial services, oil & gas, healthcare and cloud enterprise. In addition to managing a diverse portfolio of corporate offices, retail, colleges, hospitals and industrial assets, BGIS is a world leader in the management of data centers and other critical environments. At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organization. We are committed to maintaining a barrierfree recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognize that promoting diversity is an essential component of our continuing pursuit for organizational success! #J-18808-Ljbffr