Operations Manager

2 weeks ago

Markham, Ontario, Canada BGIS Full time
About the Role

At BGIS, we are seeking an experienced Operations Manager to join our team. As an Operations Manager, you will be responsible for overseeing the day-to-day operations of our facility management services, ensuring that our clients receive exceptional service delivery.

Key Responsibilities
  • Leadership
    • Provide guidance and mentorship to team members to help them reach their full potential and achieve their objectives.
    • Recruit and develop talent to support the growth and success of our team.
    • Manage performance and provide objective recommendations for compensation adjustments.
    • Support employee engagement initiatives and promote a positive work environment.
  • Portfolio Management
    • Manage service delivery to a portfolio of client accounts or a single client account of sufficient magnitude and complexity.
    • Ensure departmental KPI objectives are met and create, implement, and document service delivery regimes associated with each client account.
    • Collaborate with internal and external stakeholders to resolve escalated issues and implement service delivery program changes.
  • Service Delivery Management
    • Meet contractual service delivery obligations for each designated client environment.
    • Resolve problems and conflicts and maintain open communication with clients and internal stakeholders.
    • Monitor service delivery performance against established metrics and identify gaps to develop corrective action plans.
  • Client Relationship Management
    • Develop and maintain effective relationships with clients to ensure ongoing satisfaction.
    • Act as the focal point for escalation and provide written reports in response to client concerns.
  • Risk Management, Emergency Preparedness, and Business Continuity Planning
    • Develop and execute emergency preparedness, risk management, disaster recovery, and business continuity plans.
    • Collaborate with internal stakeholders on incident management-related requirements.
  • Health, Safety, Environment, and Security
    • Act as the focal point for health and safety-related matters and collaborate with the Environmental, Health, Safety, and Security Team to ensure compliance with legislation and requirements.
    • Monitor and ensure the safe delivery of work performed within office and remote locations.
  • Project and/or Program Management
    • Develop and execute project plans for assigned projects and oversee project delivery.
    • Participate in company-wide projects and collaborate with internal stakeholders to ensure project delivery with minimal disruptions to service delivery.
  • Budget Management
    • Meet budget for assigned service delivery team.
    • Liaise with internal stakeholders and the Finance team to monitor expenses and review and approve expenditures.
  • Regulatory Compliance
    • Ensure all regulatory compliance requirements are met and related documentation is created and maintained.
Requirements
  • 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 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.

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