Quality and Performance Manager

2 weeks ago

Oakville, Canada ServiceMaster Full time

**_We’re growing And adding a NEW position to the team_**
- Ready to be a part of something exciting?_

**Quality and Performance Manager**

We are currently looking for a Quality and Performance Manager who will identifiy opportunities for operational improvements, provide business performance management, organizational design, and business risk management capabilities to formulate actionable business transformation plans. This role directs the design, development, and implementation of processes for customer experience and for key business metrics. Develop operational achievement standards through the evaluation and integration of analytical based measurement systems.

**What we offer?**
- Competitive and robust benefit package
- Matching retirement program
- Paid time off
- Remote and hybrid work schedules (where appropriate)

**What you will do**:

- Reviews and evaluates operations and internal processes.
- Identifies opportunities for operational improvements.
- Advises the Director of Operations regarding identified operational and process improvements and facilitates action plans to improve effectiveness and resolve inefficiencies.
- Integrates department efforts across business unit functions and work groups through cross functional analysis, reporting, and planning.
- Designs, develops, and implements productions methods and measurement systems with the goal of measuring, optimizing, and improving productivity.
- Reviews and analyzes the current service delivery operations processes to assess efficiencies and effectiveness.
- Coordinates the gathering and evaluation of data used in the measurement and maintenance of achievement standards.
- Provides business performance management, organizational design, and business risk management capabilities to formulate actionable business transformation plans.
- Advises Director of Operations on strategic business development and key corporate planning issues that relate and impact the operations of the company.
- Monitors division performance against performance goals to ensure progress is being made and corrective action is taken, if necessary.
- Participates in the management of customer service issues for national/regional account(s), including issue resolution tracking, reporting, and root cause analysis of customer issues/complaints that attributes to proactive action plans.
- Participates in monthly/quarterly account reviews with key National/Regional accounts to review performance and outstanding issues, and provide operational insights
- Participates in the development and maintenance of both internal and customer facing service level agreement compliance dashboards (segmented nationally, by customer and by franchise).

**What you bring**:

- Bachelor’s degree with 10 years of related work experience and 5 years of management experience required, or an equivalent combination of education and experience.
- Experience with process management, continuous improvement and analysis required.
- Experience with facilitating process needs assessment sessions with internal and external business partners at all levels.
- Expertise at assessing current state processes, identifying process opportunities and process design.
- Experience working collaboratively with various offices, groups, and individuals throughout an enterprise to achieve goals.
- Proven competence in continuous quality improvement principles and methods and implementation.
- Sound experience and understanding of business processes, systems, organizational structure, and industry requirements.

**Specific knowledge required**
- Strategic business operations.
- Profit and Loss management.
- Franchise business operations.
- Service industries and best practices.
- Business process standards and best practices.
- General home construction, building techniques, and home inspection practices.
- Insurance claims processes.
- Data analysis and interpretation.
- Project management.
- Financial analysis and management.

**Knowledge skills & abilities**
- Ability to advise and influence leaders.
- Demonstrated ability to collect, analyze, and report appropriate and meaningful assessment metrics.
- Demonstrated leadership, teambuilding, and networking skills, which drives improvements across functions.
- Advanced in using personal computers including word processing and spreadsheet/database software.
- Excellent verbal and written communication skills, including public speaking.
- Influencing, negotiation and persuasion skills.
- Change management.

**About ServiceMaster Restore**

**About ServiceMaster Brands**

ServiceMaster Brands ® is a leading provider of residential and commercial cleaning and restoration services. Founded in 1929, the company is home to over 3,500 franchisees across 4,900+ locations serving over 1,000,000 homes and businesses in 2021. ServiceMaster was founded with a deep commitment to integrity and customer service and does business under nine brands today across 50 states

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