Operations Manager

4 weeks ago


Halifax Nova Scotia BB, Nova Scotia, Canada United Services Group Full time

About Us
We are an established Canadian facility maintenance company providing a variety of services to large retail and commercial businesses nationally. We offer a competitive compensation & benefits plan including health, dental, vision, and a pension plan after 1 year.


Job Summary

The Operations Manager (RPM) will report to the Head of Partner Relations. The RPM’s focus is to be a key liaison between United and the Partners within the specified regions. This role will collaborate internally across regions with the Retention, Learning & Development (L & D), Finance, and Equipment Services departments, as well as externally with third-party vendors to ensure that our Partners' needs are met and customer expectations are exceeded. The role will also work closely within the Partner Relations and Effectiveness department with the Program Coordinators and L & D to enhance Partner skillsets, performance, and experience. Responsibilities include ensuring Legal and Process Compliance, Subcontractor Recruitment and Performance Management, Subcontractor Change Overs (PCO’s), Issues Escalation, and Compliance.


Duties and Responsibilities
  • Execution of United Services Group’s Vision, Mission, Values, and Strategic plans.
  • Lead/Implement National Subcontractor Meetings Quarterly/Annually.
  • Manage Subcontractor Recruitment process and create a Resource Pool of trained Subcontractors within the regions.
  • Ensure legal compliance of Subcontractors by implementing United Hiring Packages.
  • Provide key support to the Regional teams in managing the performance management process with the Contractors.
  • Lead and manage the Contractor Change Over (PCO) process to ensure seamless transition of Partners.
  • Manage Contractor Issues Escalation process.
  • Attend legal “Discoveries” on behalf of United Services Group, if required.
  • Collaborate and co-develop with the Account Management and Retention teams: Solutions to Issues Raised by Contractors and/or New Programs/Plans for Contractors.
  • Conduct Calibration Walks with Account Management teams and Contractors.
  • Implement guidelines, processes, and procedures for Contractor Relations Department Contractors and their employees within Salesforce.
Job Requirements and Expectations
  • Available to address customer and Contractor needs and concerns in a timely manner.
  • Willing to travel frequently within the designated territory or outside the province as required.
  • Ability to deal with a high level of stress and solve problems as they arise.
  • Ability to work flexible shifts on a rotation basis.
  • Available to address concerns in a 24/7 environment.
Key Competencies
  • Business acumen.
  • Task management & Planning skills.
  • Communication Skills: Active listening, verbal, and written communication skills.
  • Conflict management & negotiation skills.
  • Needs assessment and information gathering.
  • Advanced Technology competency.
  • Managing budgeting & costing (Cost Breakdowns).
  • Expertise in floor-care and cleaning procedures is an asset.
  • Process and compliance driven.
  • Superior time management and problem-solving skills.
  • Ability to work independently.
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