Operations Manager

We have a great opportunity for a driven, customer service-focused individual to join our Condominium Janitorial team in creating safe and welcoming environments for our clients and their customers.

The Operations Manager is responsible for working collaboratively with all departments to ensure SDA’s high standards of performance are met and maintained.

**Key Results and Activities**

**1. Demonstrates SDA’s Mission and Values**

**2.** **Achieves or exceeds customer satisfaction for condominium and commercial janitorial clients**
- Uses integrity and diplomacy to maintain excellent customer relationships
- Implements new account start-up plans, consistently following established processes
- Makes sure day-to-day services are being delivered consistently to SDA’s high standards within established timelines and service specifications
- Responds promptly to customer requests, concerns, and issues
- Addresses issues arising from quality inspections promptly and solves to avoid repetition
- Maintains monthly supply and labour costs for each location within approved budgets
- Completes all required documentation supporting operations in an accurate and timely way
- Identifies opportunities to provide additional services to existing customers

**3.** **Operations Excellence**
- Ensures all product and supply costs are accurately charged back to customers for invoicing
- Provides updated Safety Data Sheets (SDS) and labels to the Janitorial team for distribution across the business as available
- Acts as the company point person for the consistent implementation of the SDA Vacuum Program and resolves issues with Facilities Janitorial Supply
- Facilitates consistent implementation of the supply ordering process by ensuring orders fit within the current program and the entire team understands the processes
- Collaborates with General Managers to realize cost savings and program updates
- Delivers monthly analysis to summarize successes and costs of Operations programs
- Orders new equipment
- Ensures repairs to all equipment are completed
- Schedules special services (carpet cleaning, floor work)
- Sets up special services on calendar, notify clients and sub contractors of schedule services
- Ensures special services start up is on time and perform inspections after work is completed

**4.** **Manages and Develops Employees and Subcontractors**
- Interviews and selects new team members in partnership with General Manager and Human Resources
- Assigns team members to work locations in a fair way
- Consistently follows all people practices according to SDA Policies and Procedures
- Manages performance of direct reports
- Sets team members up for success
- Provides training on all required SDA Policies and Procedures including Health and Safety as well as product usage
- Ensures the safe and appropriate use of on-site equipment, such as the janitor cart system, vacuums, burnishers, and auto-scrubbers
- Provides ongoing performance feedback and coaching in support of development and success
- Conducts ongoing and annual individual performance evaluations
- Delivers corrective feedback and disciplinary action as required

**5. Champions Health and Safety**
- Ensures appropriate health and safety policies and practices are established and implemented throughout all of SDA’s work areas
- Takes all reasonable precautions to protect the health and safety of team members and public
- Conducts workplace inspections at least once per month to identify and evaluate hazards

**Qualifications and Experience Needed to Succeed in this Role**
- Passion for a job well done and making a difference
- Previous condominium and commercial janitorial as well as property maintenance experience
- Familiarity with professional cleaning methods and products, including floor stripping, waxing and recoating methods for commercial buildings
- Ability to train team members in the use of equipment such as janitor carts, vacuums, auto-scrubbers and propane burnishers
- Knowledge of the Ontario Fire Code, Residential Tenancies Act, Privacy Act, Health and Safety standards, AODA, Ontario Building Code, and Municipal Property Standards By-Laws
- WHMIS certification is an asset
- Availability to work flexible hours including weekends, evenings, and nights as needed for supervision of service delivery
- An approachable style with the ability to work with individuals in different roles
- Excellent problem-solving capabilities using sound judgement
- Ability to listen, understand, and respond to issues appropriately
- Dependability, strong work ethic, and self-motivation
- Strong attention to detail and responsiveness to changing priorities and business evolution
- Calm and focused disposition during emergencies
- Proficient English speaking and writing skills; other languages are an asset
- Strength to lift, as part of daily tasks, items up to 50 lbs./23 kg
- Capability to perform daily work requiring driving across the GTA, standing, walking, cr