Operations Manager

Title: Operations Manager

Location: Surrey

Position Status: Full-Time

Job Summary

The Operations Manager provides effective operational and facilities management of Phoenix Society’s multiple campuses to provide a safe and welcoming environment for the Society’s persons served, staff, guests and interested parties. The Operations Manager is responsible for daily oversight of the Society’s facilities and operations including responding to service requests; conducting minor projects, repairs and routine maintenance; procuring goods and services; managing contracts; and managing the vehicle fleet. As a member of the integrated services team, the Operations Manager leads and/or provides support in the following areas: operations and facilities support of the Society’s programs, initiatives and events; asset and inventory management; human resource management and staff development; emergency management and occupational health and safety.

Organizational Status 

The Phoenix Society is a multi-service agency located in the Lower Mainland of British Columbia dedicated to providing accessible services and opportunities to people who face barriers related to addiction, mental health, housing, education, criminal justice involvement and/or employment. 

Work Performed

Facilities Management

Direct and plan essential services such as reception, security, maintenance, mail, archiving, cleaning, waste disposal, and recycling to ensure that the campuses meet all health and safety requirements. Oversee receipt of, and response to, service requests received by the Maintenance@ email.  Oversee the housekeeping team to ensure that the facilities are in clean and orderly condition. Coordinate regular monitoring and evaluation of the physical plant, the grounds and facilities operations to ensure that safety and operational standards are maintained. Develop and maintain an organizational maintenance plan and oversee effective routine preventative maintenance and minor repairs. Oversee all physical plant and facility-related service agreements including regular maintenance of building systems, fire inspection, grounds maintenance and snow removal to ensure that the full life expectancy of major building components and equipment is achieved.  Manage coordination of services, inspections etc. to ensure minimum disruption to persons served, staff, guests and other interested parties. Develop and implement building security procedures including administration and allocation of keys, security fobs and swipe cards. Input data into intercom security system and liaise with intercom security company and IT for troubleshooting when systems are down. Oversee the inventory control system to monitor, procure and dispose of a broad range of facilities and housing equipment, furnishings and supplies.  Provide facilities support for high profile, culturally sensitive events and initiatives.  Performs other duties as required. 

Operations Management

Represent the Operations team at ad hoc meetings and on internal committees and working groups. Participate in the development of annual departmental budget. Approve and monitor departmental expenditures as per Society policy. Develop and maintain a list of capital assets including furniture, equipment and space, noting location, departmental allocation, age and condition, for inclusion in the capital and maintenance plans.  Work with the Director and the CFO to update and action the Capital Plan.  Work with the Director and the COO in maintaining CARF requirements.  Oversee an effective risk management and risk reduction program for the Society. Respond to, and manage, crisis or emergency situations, including utilities and communication interruptions, fire, floods, break and enters, earthquakes.  Conduct and document regularly scheduled emergency drills on all campuses as per Society policy. Manage and maintain the vehicle fleet as per Society policy.  Develop and maintain cordial working relationships with community partners, government and regulatory officials. 

Project Management 

Working with the Director, plan, coordinate and close capital and administration projects. Prepare estimates, proposals, schedules and identify resources for service, maintenance and minor capital projects. Provide verbal and written updates on project progress and, as appropriate, flag issues and risks, and propose solutions.

Human Resources Management

Model enthusiastic, empathetic, client-focused leadership. Support the development of positive working relationships with persons served, staff, and contractors by encouraging a collaborative approach to achieving objectives.  Assign and delegate work openly and fairly. Encourage and support staff to take on new challenges. Foster effective two-way communication by being approachable, transparent, responsive and generously sharing information.  Oversee the recruitment, coaching, training, professional development, performance evaluation and discipline of direct reports.

Occupational Health & Safety

Work with the OHS committees by responding to work orders generated by the committees in support of the health and safety of persons served and staff.  Act as the point of contact for the Fire Marshall.  Update the Fire Safety Manual and Fire Safety Maintenance Reports as required.  Oversee monitoring and replenishment of First Aid and emergency response supplies. Working with Clinical Services, ensure government regulations are adhered to and proper cleaning is conducted in response to infectious disease outbreaks. Ensure that WHIMIS regulations regarding hazard identification and product classification, labelling, safety data sheets, and worker education and training are adhered to. Ensure that pest management procedures are followed.

Qualifications

Bachelor’s degree in property management, facilities management, operations management, project management, business administration or a related field. A Certified Facilities Manager (CFM) designation is an asset. 5 to 7 years of experience in operations; facilities, project or housing management, or equivalent. Experience working with non-profit organizations and demonstrated commitment to working with marginalized populations, substance use services, mental health, corrections or equivalent is preferred. Satisfactory completion of a criminal records check with vulnerable sector screening is required. Satisfactory completion of Tuberculosis Screening form is required. Satisfactory completion of Employee Immunization Record form is required. First aid certification with CPR is required. Valid driver’s license is required.

Skills & Knowledge

Strong leadership skills with demonstrated ability to inspire others.  High level of integrity and dependability with a strong sense of urgency and results-orientation. Excellent interpersonal skills and cultural sensitivity with solid relationship building and conflict resolution skills. Excellent organizational and prioritization skills,  Strong problem solving, analytical, and creative skills with the ability to exercise sound judgement. Ability to communicate effectively in writing and verbally in English. Solid understanding of general maintenance procedures and building systems such as HVAC, electrical, mechanical and plumbing. Knowledge of relevant laws and by-laws, and provincial/national standards. Experienced in first aid, OHS, WHMIS, security and emergency management. Experienced in working in a unionized environment.  Proficient in Microsoft Office suite, maintenance databases and software.

Competencies

Approach to Work

Demonstrates initiative, flexibility, adaptability and resourcefulness Actively seeks and incorporates feedback to inform continuous self-improvement Sets goals, creates and implements action plans, monitors progress, and evaluates results  Adeptly manages competing tasks and uses time efficiently and effectively

Job Knowledge & Quality of Work

High degree of relevant and current job knowledge and skill Consistently produces accurate, thorough, high-quality work in a timely manner Builds and promotes a culture of health and safety in the workplace Implements and enforces best practices in health and safety within the workplace

Judgement & Decision-Making

Models independent thinking and creativity  Demonstrates effective problem-solving skills Makes clear, consistent, transparent and timely decisions after contemplating various available courses of action Exercises sound judgment in the best interests of the organization

Communication & Interpersonal Skills 

·Expresses themselves clearly and professionally both verbally and in writing ·Displays high emotional intelligence; uses tact and diplomacy in dealing with sensitive, complex and confidential situations ·Has a manner, style and presence that makes a positive impression ·Listens to and considers others’ views

Personal Leadership 

·Models the organization’s core values of social justice, teamwork, social innovation, and strength-based practices ·Fosters enthusiasm, energy and commitment ·Takes responsibility for personal actions, performance and health ·Is reliable and accountable; shows up on time ready to work

Teamwork & Collaboration 

·Effectively works with their colleagues to ensure organizational success ·Champions positive working relationships with staff and external stakeholders ·Supports an environment of openness, and champions teamwork and communication across programs ·Leverages the expertise and experience of others for organizational success

People Leadership

·Takes responsibility for the success of the organization ·Inspires, motivates and influences others in the organization ·Acts as an ambassador of the organization, promoting the values and mission ·Demonstrates pride and enthusiasm to the team and promotes cooperation, fairness and equity

People Management

Displays interest, concern and respect for their staff and their staff’s development Establishes clear roles, responsibilities, priorities and performance targets for staff Motivates, develops and retains a talented, high-performing team Gives recognition and acknowledgement to staff for their achievements

Task Leadership

Able to translate the strategic goals and priorities of the organization into an achievable and measurable operational plan for their unit Makes clear, consistent, transparent and timely decisions Displays effectiveness, assertiveness and persistence in the pursuit of program goals Able to identify gaps in knowledge or capacity and seek the appropriate support and/or resources

Task Management

Strives for high-quality performance and takes initiative to seek improvement in outputs and efficiencies Delegates appropriately to fully utilize their staff to accomplish program goals Creates a sense of accountability for results Oversees and manages the organization’s resources, including ensuring sound financial management

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