Director of Operations

About BGIS

At BGIS, we are a leading provider of customized facility management and real estate services. With a combined team of over 6,500 globally, we focus on enabling innovation through the services we deliver, while actively looking for new opportunities that will enable innovation for our clients' businesses.

Our Mission

We manage over 320 million square feet of client portfolios across 30,000+ locations in North America, Europe, Middle East, Australia, and Asia. Our goal is to provide exceptional service delivery and meet all internal and external requirements, achieving budget and client satisfaction.

Job Summary

The Director of Operations is accountable for facility operations management and meeting service delivery obligations for the assigned region(s)/business unit(s). This role requires strong leadership skills, business acumen, and the ability to develop and maintain effective relationships with clients.

Key Responsibilities

People Leadership

The Director of Operations will demonstrate strong leadership for team members, guiding them to reach their full potential and meet their objectives. This includes:

• Full involvement with recruiting talent.
• Provides mentoring, coaching, and guidance to all team members.
• Objectively recommends compensation adjustments.
• Manages all aspects of performance.

Account Management

The Director of Operations will continuously engage clients in discussions to understand and anticipate needs, identify and recommend additional services. This includes:

• Provides input and contributes to the development and execution of strategic account expansion plans.
• Recommends additional pull-through services.
• Participates in and contributes to quarterly business reviews.
• Contributes to contract renewal and business development activities.
• Contributes to account governance.
• Adherence to Contract Specific MSA (Master Service Agreement).
• Manages the BGIS ECE Program for the specific client group.
• Responsible for results and action plans related to the Likely to Recommend Survey.

Client Relationship Management

The Director of Operations will be accountable for achieving client satisfaction objectives for the assigned region(s)/business unit(s). This includes:

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

Profitability

The Director of Operations will achieve profitability targets for the assigned region/business unit(s). This includes:

• Participates in, provides recommendations, and contributes to continuous improvement projects to achieve efficiency gains and cost savings.

Budget Development & Management

The Director of Operations will be accountable for budgeting for assigned region(s)/business unit(s), forecasting, and variance analysis. This includes:

• Develops and manages the execution of budget for portfolios within assigned region(s)/business unit(s).

Portfolio Management

The Director of Operations will be accountable for operations management for the portfolio of facilities within the assigned region(s)/business unit(s). This includes:

• Leads the operations and maintenance activities of a portfolio of facilities along with the execution of the portfolio's programs.
• Oversees the completion and submission of capital plans.
• Creates and implements short to mid-term plans for the assigned region(s)/business unit(s).
• Provides input into strategic plans.
• Collaborates with relevant concerned parties to optimize facilities within assigned region(s)/business unit(s) and continuously create value for the client.

Service Delivery Management

The Director of Operations will be accountable for meeting all service obligations for the assigned region(s)/business unit(s). This includes:

• Oversees the delivery of all service obligations.
• 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.
• 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.
• Drives service excellence by defining standards, documenting processes, and effective oversight of in-field delivery.

Project Management

The Director of Operations will be accountable for on-time, on-budget, and quality delivery of facility management projects for the assigned region(s)/business unit(s). This includes:

• Collaborates with clients and internal concerned parties to identify project opportunities and priorities, develop, and implement projects.
• Oversees the development and execution of project plans for portfolios within assigned region(s)/business unit(s).

Procurement

The Director of Operations will collaborate with Procurement and Supply Chain Administration teams to source and qualify vendors, source, and procure goods and services.

Continuous Improvement

The Director of Operations will collaborate with concerned parties and contribute to efficiency gains through activities, including but not limited to:

• Identifying and implementing best practices.
• Reviewing, refining, and/or developing, implementing processes, technologies, and sustainable practices.
• Leveraging self-perform wherever possible.

Regulatory, Health and Safety requirements

The Director of Operations will ensure all regulatory compliance, Health, Safety, Environment & Security, Risk Management, Emergency Preparedness, and Business Continuity planning and execution requirements have been met and all related documentations are created and maintained.

Requirements

The ideal candidate will have:

• Minimum Education: University Degree in Engineering or equivalent.
• Trade Certificate of Qualification, or another technical accreditation would be considered an asset.
• More than 10 years of facility management work experience.
• Strong operations management skills and background in the area of skilled trades/technical services delivery and operations.
• Experience in Real Estate, Facility Management, and/or Project Management preferred.
• Proven Leader – Experience managing teams of 25+ members.
• Strong communication, influencing, and persuasion, interpersonal, and negotiating skills.
• Proven business management skills with strong business acumen.
• Proven experience in customer service and developing and growing strong customer relationships.
• Strong data analysis skills – leveraging data to make effective management decisions.

Licenses and/or Professional Accreditation

The ideal candidate will have:

• Business or Engineering-related University degree or College certificate is preferred.
• One or more of the following would be preferred: Certified Facility Manager from International Facility Management Association. Certified Property Manager from Institute of Real Estate Management. Facility Management Administrator Designation from Building Owners and Managers Institute. Real Property Administrator Designation from Building Owners and Managers Institute.

At BGIS

We believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organization. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognize that promoting diversity is an essential component of our continuing pursuit for organizational success.

Equal Opportunity Employer

BGIS is an equal opportunity employer, and we welcome you to apply for a position with us. If you require accommodation during the recruitment process, please contact us at. Upon request for accommodation, we will consult with the applicant in question and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant's accessibility needs due to disability.