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Area Manager, Territory Operations

2 months ago

Halifax, Nova Scotia, Canada United Services Group Full time
About United Services Group

We are a leading Canadian facility maintenance company providing a wide range of services to large retail and commercial businesses across the country.

We offer a competitive compensation and benefits package, including health, dental, and vision coverage, as well as a pension plan after one year of service.

Job Summary

This role is responsible for overseeing the daily operations of our janitorial services at all store or site locations within a designated area or territory, serving multiple customer banners.

The key focus areas of this role include:

  • Customer Experience and Retention
  • Communication between United, Customers, and Partners
  • Performance of our 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
Key Responsibilities

The successful candidate will be responsible for:

  • Participating in the development and implementation of annual plans by customer banners, including annual waxing schedules, budgets, and potential add-on sales opportunities
  • Implementing store-level budgets and creating short- and long-term strategies to secure sustainability and profitability of all operations
  • Building strong relationships with customers and business partners at store level, including cross-selling, building trust, delivering good service, consistency, follow-through, and representing the United brand positively
  • Serving as a single point of contact at store level with customers for communication between United and the customer for all services, including nights, day porters, outside services, etc.
  • Addressing store-level customer concerns and providing timely and effective solutions to problems
  • Supporting Regional Management on all face-to-face meetings or touchpoints with key customer stakeholders
  • Participating in daily/weekly/monthly meetings with customer banners on store audits, case management, and action plans, periodic schedules, and scope of works
  • Leading or participating in store transition meetings with new customers and partners to discuss expectations around scope of works and set expectations
  • Leading and coordinating all store-level communication with United Partners daily on issues and actions
  • Setting expectations with Partners, providing training, coaching, and mentoring
  • Leading all process initiatives and implementation at store level, working with Senior Management on identifying store-level trends and process gaps
  • Leading store-level customer store/calibration walks and process adoption in Salesforce
  • Responsible for managing business using United technologies provided, including Salesforce and Microsoft Programs
  • Protecting company assets from damage and misuse
  • Ability to work flexible shifts on a rotation basis
Requirements

The ideal candidate will possess:

  • Business acumen
  • Excellent communication skills, including active listening, verbal, and written communication
  • Advanced technology competency
  • Strong budgeting and costing skills
  • Expertise in floor-care and cleaning procedures is an asset
  • Process and compliance-driven
  • Superior time management and problem-solving skills