Operations Manager

Who We Are

BGIS is a leading provider of customized facility management and real estate services. With our combined team of over 6,500 globally, 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 320 million square feet of client portfolios across 30,000+ locations in North America, Europe, Middle East, Australia, and Asia.

Further information is available at www.bgis.com

SUMMARY

The ITS Dispatch Centre is a 7/24/365 critical environment providing facilities management contact centre services to 50+ BGIS client accounts in multiple languages, across multiple time zones in Canada and the US. The Operations Manager 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 of client accounts.

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 in addition to Scheduling Dispatchers
• On-call responsibilities for a 7/24/365 critical environment

KEY DUTIES & RESPONSIBILITIES

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.
• Full involvement with recruiting talent
• Providing mentoring, coaching and guidance to all team members
• Objectively recommending compensation adjustments
• Managing all aspects of performance
• Proactively supporting all initiatives that support employee engagement
• Works with other Operations Managers in the department to ensure that team members are managed fairly and consistently

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 departmental 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 and that quality requirements are met
• 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
• 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 written 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 ensuring agreed upon scope is maintained and escalates to senior management, where required
• Provides 24/7/365 on-call coverage to front-line team on a rotational basis
• 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 and/or Program Management

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

Budget 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

KNOWLEDGE & SKILLS REQUIRED

• Community college diploma
• Minimum of 5 years of facility management work experience
• Skilled at facility operations and maintenance management
• Highly advanced proficiency with facility equipment and building systems
• Skilled at managing service delivery and meeting client obligations
• Advanced budget management abilities
• Well-developed communication, influence, persuasion and negotiation skills
• Skilled at client relationship management
• Developed people leadership skills
• Advanced vendor management abilities
• High degree of client service orientation and sense of urgency
• Skilled at delivering projects
• 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
• Possesses a continuous improvement and quality mindset and seeks to continuously improve processes and incorporate best practices where applicable.
• Maintains current knowledge of and skilled at implementing facility management services best practices.
• Expert level knowledge of current building standards, code and legislative requirements
• Bilingualism (French) an asset

Professional Accreditation - One or more of the following – preferred:

• Business Management
• Leadership Certificate
• 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

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 barrier-free 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