Manager, Operations

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Job Summary
Facilities proudly builds, maintains and improves campus facilities to create a safe and welcoming environment in support of teaching, learning and research. As a result of a recent reorganization, the Custodial Support Services unit within Facilities is seeking to fill three (3) Manager, Operations positions. If you are an experienced client-centric custodial management professional who is safety and quality focused, budget savvy, and embraces Lean Principles, we encourage you to apply.

Reporting to the Assistant Director, Custodial Support Services (Assistant Director), the Manager, Operations (Manager) is a member of the Custodial Support Services (CSS) leadership team and is responsible for the safe, consistent and efficient delivery of the daily operations of CSS while ensuring service excellence to the Queen’s Community. The Manager works closely with the Supervisor(s), Operations and Specialist Team members to implement the published Service Level Standards (SLS) as it pertains to their assigned Specialist Team within assigned buildings and ensures that the SLS are achieved.

The Manager is accountable to consistently and decisively lead and manage their Specialist Team by linking the team’s work to CSS, Facilities and the university’s mission, vision and values and inspires, mentors and motivates the Specialist Team to high performance, service excellence and alignment. In addition to people management and delivery of daily operations, the Manager is also responsible for managing an array of programs within assigned buildings ensuring that applicable regulations are adhered to. Examples of such programs include safety, pandemic response, quality control, specialist training, floor care, entrance matting and keys management.

The Manager embraces and promotes the shared values of Facilities; Professional, Respectful, Responsible, Integrity, Dependable, Effective and Efficient, and champions an inclusive work environment that celebrates the diversity of others and where team members take pride in their work and their contribution to the mission of Facilities and the university.

In addition, the Manager works an assigned shift and is on a rotating call-in list for emergency calls from the Emergency Response Centre.
**Job Description**:
**KEY RESPONSIBILITIES**:
Routine
- Manage the client service relationship within assigned buildings to ensure that the appropriate level of cleaning and sanitizing services are being provided in a timely manner and to the set standard.
- Liaise with suppliers and other stakeholders by responding professionally and in a timely manner.
- In collaboration with clients, investigate and recommend optimal processes and procedures to support successful cleaning delivery initiatives.
- Thorough ongoing analysis, effectively manage risk, anticipate challenges, investigate issues and make recommendations that may have impact on the CSS team.
- Remain current with industry and university standards and systems related to cleaning service standards by ensuring technical and business skill competencies are continually developed in relevant area(s).
- Support or lead other departmental initiatives as required.

Operations & Facilities Management
- Conduct cleanliness audits for quality control and assurance by monitoring the delivery of cleaning services to ensure that consistency is maintained and that the published SLS and Standard Operating Procedures (SOP) are met.
- Provide performance and resource assessment reports to the Assistant Director; this involves planning, coordinating and monitoring all aspects of operations and progress in order to increase efficiency and effectiveness, identify and recommend improvements, and manage or assist with the implementation of approved changes.
- Compile, analyze and maintain statistical data/metrics/reports of the operations, including but not limited to: timekeeping, attendance, absence management, safety and regulatory training and compliance, staff performance and professional development, building cleanliness ratings, inventory control of cleaning products and equipment.
- Participate in the development and ongoing review of strategic plans creating long-term and annual performance targets and key performance indicators for CSS.
- In conjunction with the Assistant Director, participate in the development of and maintenance of the CSS’ deferred maintenance list.
- Serve as the management contact within assigned buildings and with a sense of urgency, coordinate required action or respo