General Manager/chief Operating Officer

3 weeks ago

Burnaby, Canada Five Star Building Services Full time

Job Title: General Manager (GM)/ Chief Operating Officer (COO)

Position Summary:
Reporting directly to the President/ CEO, the General Manager (GM)/ Chief Operating Officer
(COO) is responsible for overseeing the execution of strategic and tactical business plans for
Five Star. S/he is the hands-on implementer of the owner’s vision and knows when and how to act for the best results. This includes collaborating with the management team on process improvement, business growth and back-up/succession planning.

Reports to: President/ CEO
Reporting Departments: Operations, Sales, Account Management and Human Resources

OVERRIDING PRINCIPLES
- Company culture is the utmost importance to the Five Star organization.
- Focus on continuous improvement, open communications, and strong working relationships.
- All processes, procedures, and systems must be consistently applied, scalable, and sustainable.

KEY DELIVERABLES
- Structured organizational growth with stakeholder “buy-in” which is well orchestrated, smoothly executed, and sustainable.
- Profitable business decisions which are people-focused for superior (external) customer service delivery and excellent (internal) employee relationships
- Strategic but practical approach to business profitability with an emphasis on managed growth and long-term development
- Translates owner’s vision into day-to-day reality by emphasizing individual accountability, solutions based thinking, and collaborative teamwork

DUTIES & RESPONSIBILITIES

Leadership and Strategic Initiatives
- Works closely with President/ CEO to allocate resources towards equipment, infrastructure, and talent to support existing business and growth needs.
- Translates the company vision into reality through key performance goals, sound business decisions and people development.
- Monitors business activities, industry shifts, competitive intelligence, and significant opportunities/threats.
- Ensures Five Star achieves its short term and long term operational/financial targets.
- Leads and manages the following departments: Operations, Sales/Marketing, Human

Resources, and Account Management.

Operational Excellence and Quality Control
- Directs and manages operations to ensure full utilization of labour and minimize downtime.
- Monitors operational/business activities for systematic improvements and implements appropriate changes.
- Prepares cost/benefit analysis and reports to make sound business decisions.
- Oversees regular assessment(s) of operations effectiveness and customer service levels.
- Clearly communicates the progress of organizational initiatives to internal and external stakeholders.
- Directs staff on following standardized processes and procedures in the delivery of Five Star services through training, mentorship and coaching support.
- Ensures all staff understand the requirements of their positions and are held accountable for job performance.

Customer Service and Relationship Management
- Ensures timely and successful delivery of services according to customer needs and contracted agreements.
- Ensures customer concerns are handled effectively by developing feedback loop and issue resolution process.
- Assists with challenging client requests or issue escalations as needed.
- Collaborates with Five Star team to explore opportunities to add value to existing customers/contracts.
- Attends networking groups, industry conventions and business events to promote the Five

Star brand.

Financial and Business Accountability
- Provides regular (and adhoc) business reports to President/ CEO.
- Assists Financial Controller in budget preparation and expense management activities.
- Delivers Company business plans by adhering to budgets, operational efficiencies, and customer satisfaction.
- Utilizes effective management strategies to achieve business goals.
- Tracks and monitors key account metrics (e.g. quarterly sales results and annual forecasts).

Employees
- Works with department heads to foster employee commitment, teamwork, and performance.
- Develops supervisory and delegation skills for management team and mentors high performing potentials for succession pipeline.
- Provides positive support and corrective direction for ongoing staff/employee development.
- Nurtures a culture of customer service, recognition, and collaboration within Five Star.

EDUCATION AND EXPERIENCE
- Proven track record performing in a similar role successfully with comparable companies and industries
- Extensive background with a broad scope of responsibilities across different functions
- Post-secondary studies in Business Administration, Logistics, Project Management or

Operational Leadership is an asset
- Extensive hands-on experience ideally in the area(s) of Account Management, Sales, and

Operations
- Strong leader who can have open/honest communications, stands up for his/her convictions in challenging situations, and provides workable solutions to the owner
- Demonstrated ability to communi

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