Regional Director, Operations and Facilities

BGIS is a leading provider of customized facility management and real estate services. With a combined team of over 10,000 professionals worldwide, we relentlessly focus on enabling innovation through the services we deliver. We actively seek new opportunities that drive innovation for our clients' businesses. Globally, we manage over 320 million square feet of client portfolios across 30,000+ locations in North America, Europe, Middle East, Australia, and Asia.

Our Values

1. Culture of Care: We deeply care for each other, our clients, partners, and the communities we serve.
2. High Performing Teams: We go Above and Beyond to deliver exceptional services. INTEGRITY, OWNERSHIP, RESPONSIVENESS, INITIATION, VISIBILITY, DRIVE, and INTEGRATION are core to high performance.
3. Unwavering Commitment to Sustainability: We conduct every action with a focus on preserving our earth.

Job Summary

The Regional Director, Operations and Facilities is accountable for operations, financial management, and meeting service delivery obligations in a specified geographical region that includes several facilities, employees, and clients. This role is expected to understand, coach, and train the team in all regulatory and client requirements. In addition, this role is also responsible for contributing to strategic and account management plans and objectives and people leadership.

Key Responsibilities

1. On Account and Expanded Operational Leadership
2. Facility Management Office Roles to Support Accounts
3. Project Management Leadership Roles to Lead and Execute Projects

Health, Safety, Environment & Security

1. Follow and apply all Health and Safety and Emergency Response, aligned with both BGIS and Client expectations to ensure safety of all employees and building occupants.
2. Work in collaboration with BGIS Health Safety and Environment Teams for support and direction on key programs to emphasize Safety Culture.

Account Management

1. Continuously engages clients in discussions to understand and anticipate needs, identify and recommend additional services.
2. Provides input and contributes to the development and execution of strategic account expansion plans.
3. Participates in and contributes to quarterly business reviews.
4. Contributes to contract renewal and business development activities.
5. Contributes to account governance.
6. Adherence to Contract Specific MSA (Master Service Agreement).
7. Manages the BGIS ECE Program for the specific client group.
8. Responsible for results and action plans related to the Likely to Recommend Survey.

Client Relationship Management

1. Accountable for achieving client satisfaction objectives for the assigned region(s).
2. Accountable for developing and maintaining effective relationships with clients, managing client expectations.
3. Position level of client representatives with whom this position typically interacts with include those at the senior management level.
4. Acts as the focal point of escalation for issues pertaining to facilities within assigned region(s).

Region/Portfolio Budget Development & Management

1. Assume financial responsibility for facility operations, including budget management.
2. In partnership with finance, responsible for the development of budgets (O&M, Transaction, capital projects and rent), and be able to support and explain approach to the client and the account team.
3. Meet annual targets as per contractual performance and client financial targets/indicators.
4. Track and report on budget positive or negative trends performance regularly.
5. Participates in, provides recommendations, and contributes to continuous improvement projects to achieve efficiency gains and cost savings.

Portfolio Management

1. Accountable for operations management for the portfolio of facilities within the assigned region(s).
2. Leads the operations and maintenance activities of a portfolio of facilities along with the execution of the portfolio's programs.
3. Creates and implements short to mid-term plans for the assigned region(s).
4. Collaborates with relevant stakeholders to optimize facilities within assigned region(s) and continuously create value for the client.

Service Delivery Management

1. Work in collaboration with Central Work Order Management Team to ensure all work is being completed as outlined in the MSA.
2. Work with Account Governance Teams to maintain accurate records of work orders and associated costs.
3. Streamline and manage work order processes to optimize efficiency.
4. Prioritize and assign work orders based on urgency and impact on facility operations.
5. Accountable for meeting established metrics/key performance indicators. Leads the operations team in the development and implementation of action plans to remediate gaps, where applicable, to ensure objectives are met.
6. Accountable for ensuring compliance to all legislated, corporate and industry-related requirements and guidelines including but not limited to environmental, health and safety, and building standard requirements.

Risk Management, Emergency Preparedness and Business Continuity Planning and Execution

1. Accountable for safeguarding the client against emergencies and risks by ensuring emergency preparedness, risk management, disaster recovery and business continuity plans are developed and that relevant stakeholders are trained to ensure proper execution.
2. Oversight and engagement in Emergency Management.

Regulatory Compliance

1. Accountable for ensuring all regulatory compliance requirements have been met and all related documentation are created and maintained.
2. Ensure compliance with corporate and legislated policies, procedures, practices and guidelines related to environmental, building code and issues by applying cursory knowledge of legislation related to these areas.

Project Management

1. Accountable for on-time, on-budget and quality delivery of facility management projects for the assigned region(s).
2. Collaborates with clients and internal stakeholders to identify project opportunities and priorities, develop and implement projects.
3. Oversees the development and execution of project plans for portfolios within assigned region(s).

Procurement

1. With Support from BGIS Strategic Sourcing and Vendor Management Leadership – follow BGIS Vendor Performance and Relationship Management Program protocols.
2. Collaborates with Procurement and Supply Chain Administration teams to source and qualify vendors, source and procure goods and services.

Leadership and Recognition

1. Accountable for employee-oriented activities including but not limited to employee engagement, development and performance management, hiring and retention, compensation recommendations.
2. Employee Satisfaction Scores and employee recognition (development and implementation of action plans to improve ESAT scores).
3. Day to day support and team oversight/management.

Collaboration with BGIS Self Perform Teams delivering Best Quality Services to Buildings

1. Work in collaboration with BGIS teams in Janitorial, Project Management and Technical Services or any other areas where work is directly performed by BGIS to maximize efficiency and the best customer service in the buildings/portfolios.
2. Mentor staff in vendor management and the effective use of technology for vendor relationships.
3. Provide guidance to team members on the effective use of technology for financial management and career progression.

Knowledge & Skills

1. Community college diploma preferably in business administration.
2. More than 10 years of facility management work experience.
3. Highly skilled at account management.
4. Highly skilled at facility operations management.
5. Highly skilled at client relationship management with demonstrated ability in building and managing relationships with client representatives at the senior management level.
6. Highly skilled at managing service delivery and meeting service delivery obligations.
7. Skilled at managing budgets.
8. Skilled at vendor management.
9. Highly skilled at emergency management, emergency preparedness and business continuity planning and execution.
10. Maintains current knowledge of and highly skilled at implementing facility management services best practices.
11. Expert level knowledge of current building standards and requirements.
12. Possesses a continuous improvement and quality mindset along with a desire to continuously seek and incorporate innovative practices and technologies in order to deliver value to the client.

Licenses and/or Professional Accreditation

One or more of the following would be considered an asset:

1. Certified Facility Manager from International Facility Management Association.
2. Certified Property Manager from Institute of Real Estate Management.
3. Facility Management Administrator Designation from Building Owners and Managers Institute.
4. Real Property Administrator Designation from Building Owners and Managers Institute.