General Manager

Benefits:

- Company car
- Competitive salary
- Dental insurance
- Health insurance
- Vision insurance

Reporting to the Franchise Owner, the General Manager will be responsible for driving and directing business operations to ensure productivity and excellence in client service. The General Manager will be required to manage the franchise staff/crews and foster an environment where all employees practice accountability, reliability, and proactivity in their approach. Specifically, the incumbent will focus on service excellence as a priority with all existing clients, continuous growth in the acquisition of new client accounts and ongoing resources devoted to internal people development.
DUTIES & RESPONSIBILITIES
The following is a list of the essential duties and responsibilities of this job. The tasks and the time spent performing each task may vary as business needs require. ServiceMaster Restore maintains the right to modify job duties and responsibilities at its discretion.
Business Management

- Establish and ensure compliance of operational unit's short-term and long-term goals with overall company objectives
- Establish and communicate clear standards of performance and budgets for each business unit and/or client account
- Effectively enforce project and performance standards to ensure high quality of customer satisfaction
- Supervise and manage project work to comply with assigned deadlines/schedule
- Manage and monitor sales and project managers to be accountable for exceeding expectations on client accounts and demonstrating a genuine interest in the client’s wellbeing
- Conduct regular one-on-one meetings with managers to review key deliverables and actual performance relative to projected expectations
- Lead periodic team performance meetings to increase productivity, engage and monitor moral of staff/crews
- Maintain involvement in the communication process with home and business owners, insurance adjusters, engineers, sub-contractors, and other possible vendors
- Resolve operating problems and difficulties, and authorize operational procedures within span of control
- Provide advice, guidance, and direction to managers and staff to support employee success
- Orient new employees to the company, related values and expectations, and ongoing training and support as needed
- Orient new employees to the company, related values and expectations, and ongoing training and support as needed
- Foster engagement with staff/crews by holding events, meetings, activities to recognize achievements and plan business objectives
- Ensure periodic floor/office maintenance is completed in accordance to budget

Client Services

- Manage assigned accounts and corporate sales initiatives with select vendors
- Establish a proactive customer service environment through effective planning, clear definition of expectations, frequent measurement, and regular feedback
- Establish a higher standard of excellence by committing to one hour responses to telephone calls and effective 24 hour response to customer complaints and requests
- Ensure professional ServiceMaster presence in public with clean and presentable uniforms, vehicles, and equipment
- Visit all new accounts within one month of start-up to ensure customer satisfaction
- Commit to exceed quality performance standards on each client account

Administration

- Manage departmental budgets including labour, supplies and equipment
- Approve departmental payroll and reconcile labour costs with budgeted forecasts
- Maintain current customer and employee database and review every 6 months
- Oversee and maintain company policy, procedures and forms
- Monitor and validate accuracy of billing and invoicing information, and ensure collections targets are being met by the accounts staff
- Oversee recruitment, hiring, progressive discipline, and terminations of employees
- Verify purchases made have prior approval as per established procedures
- Conduct semi-annual/periodic account reviews to analyze revenue and/or labour rates
- Prepare annual business unit operating budgets and business plans
- Perform other duties as may be assigned.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty listed above satisfactorily. The requirements listed below are representative of the knowledge skills and abilities required. Employees who do not possess the requirements for a job at the time of hire are expected to attain the skills, knowledge and abilities required within a specified period of time as agreed upon, in writing, with the Manager and/or Franchise Owner. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Characteristic and Ability Requirements

- Strong communication skills both written and verbal
- Excellent leadership and effective decision making skills
- Ability to engage, motivate and develop staff/crew to produce high levels of productivity
- Highly organized with attention to detail
- Demonstrated sound work ethics
- Proven ability to build and maintain strong working relationships
- Flexible, adaptable and able to work effectively in a variety of settings
- Team player that fosters team-based learning

Educational Requirements
Education Required: High school diploma is required. Degree or diploma in Operations/Business Management is preferred.
Other Education/Certification/Training preferred: n/a
Work Experience Requirements
Work experience required: Minimum of three (3) years of managerial experience in a franchise and/or operations environment, preferably in cleaning and/or restoration services.
Job related experience required: Minimum six (6) – eight (8) years of progressive experience in cleaning and/or restoration services is required.
Competencies

- Accountability - sets standards of performance for self; assumes responsibility and accountability for successfully completing tasks; encourages others to take responsibility.
- Adaptability – treats new situations or changes as an opportunity for growth; focuses on the benefits of change; speaks positively about the change; modifies behaviour effectively and tries new approach without resistance.
- Builds Trust and Respect – treats people with dignity, respect, and fairness; listens to others and considers opinions and ideas; shares thoughts, feelings, and rationale for decisions made, operates with integrity.
- Customer Focus – effectively meets the needs of our customers; both internal and external, builds proactive relationships, takes responsibility for customer satisfaction.
- Manages Work – manages one’s time and resources to ensure work is completed effectively and efficiently; effectively allocates own time to completing tasks, while leveraging available resources; stays focused and prevents distractions from work completion.
- Problem Solving – develops solutions for work issues by examining root cause of issues, identifying cause and effect, and identifying potential solutions.
- Quality Standards – sets standards for excellence in work and procedures to achieve high quality, productivity, and efficiencies; checks processes and tasks to ensure high quality output; takes corrective action to correct problems or notifies others of quality issues.
- Safety Awareness - identifies safety issues/problems and informs the appropriate individual when issues arise; reports unsafe working conditions; makes recommendations for correcting safety and security concerns.
- Teamwork – contributes to building a positive team environment; supports successes, recognizes accomplishments; provides feedback; exhibits openness to others perspectives; balances responsibilities.

Physical Requirements
This position requires a low level of physical exertion. Moderate intensity of sensory effort is required.
Working Conditions
There is a low risk of exposure to adverse working conditions.
Time will primarily be spent in an office environment during regular office hours. There may be requirements to work outside of the office occasionally.

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