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Area Manager, Territory Operations

2 months ago

Niagara Falls, Ontario, Canada United Services Group Full time
About United Services Group

We are a leading Canadian facility maintenance company, providing a range of services to large retail and commercial businesses nationwide. Our competitive compensation and benefits package includes health, dental, and vision coverage, as well as a pension plan after one year of service.

Department Purpose/Function

The Customer Experience and Retention Team is responsible for enhancing our existing customer relationships, improving customer experience, and implementing customer scope of works within Janitorial Services.

Job Summary

This role oversees the daily management, coordination, and implementation of Janitorial Services scope of works at all store or site locations within a designated area or territory, across multiple customer banners.

Key Focus Areas:
  • Customer Experience and Retention
  • Communication between United, Customer, and Partner
  • Performance of Partners and Cleaners
  • Overall Store Operations (including store budgets, profitability, and KPIs)
  • Quality Standards and Audits
  • Training
  • Cost Management
  • Increasing Revenue and Profits per Store and Customer Banners
  • United and Customer Processes, Policies, and Guidelines
  • Support to other Area Managers as required
Duties and Responsibilities

The successful candidate will be responsible for:

Planning and Budgeting:
  • Participating in the development and implementation of annual plans by customer banners (annual waxing schedules, budgets, potential add-on sales opportunities)
  • Implementing store-level budgets
  • Creating and developing short- and long-term strategies at store level to secure sustainability and profitability of all operations
Customer Relationships and Communication:
  • Building strong relationships with customers and business partners at store level (cross-selling, building trust, delivering good service, consistency, follow-through, being a United brand ambassador, and representing the brand positively)
  • Serving as a single point of contact at store level with customers for communication between United and the customer for all services (nights, day porters, outside services, etc.)
  • Addressing store-level customer concerns and providing timely and effective solutions to problems
  • Participating in:
  • Daily/Weekly/Monthly meetings with customers banners on store audits, case management, and action plans, periodic schedules, scope of works
  • Weekly or as required, store compliance walks with customers
  • Leading or participating in store transition meetings with new customers and partners about expectations around scope of works and setting expectations
Internal Communication:
  • Leading and coordinating all store-level communication with United Partners daily on issues and actions
  • Setting expectations with Partners, providing training, coaching, and mentoring
Process Compliances:
  • Leading all process initiatives/implementation at store level; working with Sr. management on identifying store-level trends and process gaps
  • Leading store-level customer store/calibration walks
  • Leading process adoption in Salesforce
  • Responsible for managing business using United technologies provided (e.g., Salesforce, Outlook)
  • Conducting visitation audits and managing case management, R.I, and H&S compliance
  • Managing I.D. badging and uniform compliance for all Partners and cleaners
  • Providing in-store Partner training and supporting Partner Effectiveness in Partner training programs
  • Supporting Partner Effectiveness team in hiring/recruitment/termination of Partners
  • Collecting annexes or any other types of inspections/reporting required by customers for billing purposes
Cost Management and Controls:
  • Responsible at store level for revenue + cost per store
  • Responsible for store-level financial activities related to billing, invoicing, store budgets, customers, suppliers, and sub-contractors' expenses, employee hours, material costs over budget, equipment repair costs
  • Monitoring asset inventory, including but not limited to, equipment, supplies at store level
Revenue Growth in Existing Business:
  • Implementing transitions of new business in stores in compliance with customer transition process
  • Leading growth of in-store business by upselling special services
Workforce and Performance Management:
  • Co-leading performance management for Partners with Partner Effectiveness team as per United reports (monthly inspections, escalation reports, attendance reports, visitation reports)
Recruitment, Training, and Development:
  • Supporting Partner Effectiveness team in hiring/recruitment/termination of Partners and Partner management (e.g., insurance, contract signing, I.D. badging for all staff and Partners)
  • Leading in-store Partner training (scope + equipment + material ordering) and supporting Partner Effectiveness and L&D in overall Partner training program
  • Leading daily/weekly mentoring and coaching of Partners on store performance and customer scope of works
  • Monitoring performance of reporting Partners and applying performance improvement plans to improve Partner engagement and productivity in conjunction with Partner Effectiveness team
Technology and Assets:
  • Responsible for managing business using United technologies provided (e.g., Salesforce, Microsoft Programs)
  • Working in compliance with all United, legal, and health and safety policies and protocols
  • Protecting company assets from damage and misuse
  • Ability to work flexible shifts on a rotation basis
Skills:
  • Business acumen
  • Communication Skills: Active listening, verbal, and written communication skills
  • Advanced Technology competency
  • Managing budgeting and costing
  • Expertise in floor-care and cleaning procedures is an asset
  • Superior time management and problem-solving skills