Operations Manager

**Job Title**: Operations Manager - Pacific Centre

**Department**: Operations

**Location**: Alpine Pacific Centre Office - Vancouver BC

**Job Overview**:
The Operations Manager works with the Director, Operations, Site Supervisors, Lead Hands and Cleaners at the Pacific Centre to ensure that Alpine meets its contractual obligations in line with service and budget parameters, and to look proactively for ways to increase performance.

**Key Responsibilities**:

- People Management
- Brings strong collaboration and engagement philosophies with a focus on EQ leadership used in the development and improvement of processes and performance outputs that contribute to the overall positive passenger travel experience.
- Provides direct leadership, feedback, coaching and recognition to the Operations team across all functions to drive performance
- May participate in the hiring, training, scheduling, supervision, and performance management of employees
- Ensures a high degree of employee engagement and retention through strong leadership practices
- Uses technology, such as Dayforce, OrangeQC, Smart Washroom, and others, to plan and prioritize work, to manage team members’ activities, and to ensure productivity measures are met
- Client Relations Management
- Creates reports and reports on progress and key performance indicators (KPIs) for the client
- Uses data to plan work and dispatch staff
- Liaises with clients or stakeholders to ensure that performance standards are met and complaints are addressed
- Participates in same-site growth (additional services, additional square footage, additional fees)
- Expense and Maintenance Management
- Ensures that scheduled hours and actual hours are in line with budget
- Ensures that maintenance issues are reported and followed up
- Ensures that staff have the right equipment and tools, in line with budget and other constraints
- Performance Management
- Manages and monitors execution to ensure that the results delivered are of highest standards while ensuring overall integrity within the program
- Defines, prioritizes and plans resources and technical requirements needed for various initiatives for on time delivery
- Assists with the development and adherence to SLAs, identifies missed SLAs, error log and supports the identification and implementation of corrective measures as applicable
- Develops and supports Key Performance Indicator/ Service Level Agreement through the generation, analysis and enhancement of KPI metrics and targets used to measure process and performance across the business
- Works in collaboration with Management teams on analytics and data needs to support operational processes and performance improvement

**What You Bring**:

- Proven ability to lead performance and change management initiatives using strong project management rigor to drive success.
- Effective leadership skills
- Strong emotional intelligence
- Able to communicate effectively with stakeholders including the client, corporate staff, and colleagues
- Experience in commercial cleaning or building services industry an asset

**What We Offer**:

- A competitive salary
- Discretionary end-of-year bonus
- Benefits plan
- Alpine Academy Leadership Development program
- $250/calendar year for external development

**Reports to**:

- Director, Operations

**Direct and indirect reports**:

- Operations Supervisor(s)
- Team Lead(s)
- Cleaning staff
- May oversee sub-contractors

**Working Conditions**:
This is an on-site role. Flexibility in shift times is needed, as interaction with night cleaning crews or weekend staff will also be required occasionally.

**Company Overview**:
Alpine has grown to become one of Canada’s leading janitorial and building maintenance service providers to over 2000 distinct facilities across Canada. Our commitment to excellence and passion to serve sets us apart. With a history spanning over 40 years, Alpine has been at the forefront of various innovative industry approaches and concepts. Alpine’s brand of “Reflecting Excellence” distinguish it from others. We aspire to always be the best, by delivering on our promises, exceeding our clients and employee’s expectations.