Operations Assistant

**Operations Assistant**

Hellamaid is a managed cleaning service marketplace that connects home and business owners with reliable cleaners. With a strong online presence along with efficient web and mobile software, Hellamaid is forging an exponential growth to lead the cleaning service industry. Hellamaid offers a flexible working opportunity to cleaners, giving them the ability to make their own schedule and be their own bosses.

Hellamaid started as a local business in 2017. Since then, Hellamaid has built a reputable business brand and is currently ranked as the top-rated cleaning company serving 7 regions in southern Ontario, including London, Waterloo, Wellington, Halton, Hamilton, Peel, and Niagara Region. Hellamaid was first to provide online booking in the region, and one of the very few that values customer service and worker happiness.

**Primary Purpose**

The Operations Assistant for Hellamaid Cleaning Services reports to the Manager. You will be leading and effectively supervising frontline cleaning staff and virtual assistants, along with communicating with daily clients. You will be overseeing processes, and activities required to ensure Hellamaid is meeting targets while operations run smoothly.

**Key Accountabilities**:
**1. Leadership** - Responsible for providing excellent leadership to Hellamaid cleaning staff and to assist the Manager with administrative leadership of Hellamaid’s operations.
- Create and maintain positive working relationships by establishing a clear set of reasonable and mutually agreed upon expectations that align with Hellamaid’s mission and the strategic plan to help cleaners create clear paths to success and growth.
- Work with customer care representatives to establish a good communication model with clients and cleaners while providing leadership as a coach and mentor to frontline cleaning staff in the delivery of excellent service.
- Responsible for overseeing the daily and weekly schedule, this includes new and recurring bookings, cleaners availability, and other daily tasks.

**2. ** **Supervision** - Responsible for providing excellent supervision and support to the Hellamaid’s HR and Customer Care representatives, this includes:

- hiring processes and onboarding activities.
- Measuring and evaluating performance of office staff.
- Administer human resource policies and procedures.
- Lead the creation and delivery of staff training and development opportunities in coordination with HR and Cleaners

**3. Operations Management** - Accountable for planning, developing, and co-ordinating processes to effectively manage cleaning services programs focusing on continuous improvement and supporting Hellamaid’s goals.

**4. Measurement and Evaluation** - Responsible for collecting and maintaining Key Performance Indicators and other measures of performance that align with the strategic direction of the Hellamaid Cleaning Services.
- Provide data, progress reports related to effectiveness and continuous improvement goal achievement.

**Position Requirements**

**Education**:
Completion of a post-secondary diploma or degree (or equivalent experience) required.

**Experience**:

- Experience leading others is required.
- Experience supervising staff is required
- Experience coordinating multiple projects is required
- Ability to negotiate, resolve conflicts, and solve problems effectively is required.
- Experience working for a cleaning service is considered an asset
- Competencies will include, people management, resource allocation, interpersonal, organizational and communication skills

**Technical**:

- Ability to use web related and mobile communication tools required
- Progressive experience with materials and methods involved in cleaning residential and commercial properties is an asset.

This role requires an individual who LOVES wearing different hats throughout the day. This is a position filled with rich experiences that will give you top-to-bottom experience with a growing start-up, with various leadership opportunities that you can claim on your resume. If you enjoy working with other people, have great customer service, as well as love being part of a team that keeps pushing the limits, then this is a position for you

To apply, please forward your resume and cover letter answering these 3 questions:

- Give an example of a dissatisfied customer experience and how you were able to resolve the conflict and turn it into a customer win.
- Where do you see yourself two years from now?

Only successful applicants will be contacted. Thank you for your interest.

**Salary**: From $50,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- On-site parking
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Kitchener, ON: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- Administrative experience: 5 years (prefer