Facilities Operations Manager
Job Description Summary
Operations Manager, Eastern Canada
The Operations Manager, Eastern Canada is a position in the line of operations of C&W Services. The incumbent is responsible for the overall management of the Custodial and Maintenance service lines of buildings within the eastern Canada province of Ontario. The Operations Manager has oversight of the area & account managers/supervisors and team leads assigned to individual projects. Specific responsibilities include customer relations/retention, quality assurance oversight, employee assessment/development, staffing, budget oversight, purchasing and cost containment, short/long range planning, problem solving, Safety leadership, compliance, business development and new product/service delivery.
The Operations Manager reports to the Director of Operations, working in conjunction with special services personnel, and is responsible for the following activities:
Manage the overall activities of the Operations and Maintenance of buildings to ensure service quality, profitability and customer satisfaction.
Ensures that the management teams within their book of business are aware of and understand the strategic initiatives of the Company and the Eastern Canada region.
Collaborates with teams on the specific actions that individual sites/accounts can contribute to the success of the annual goals.
Maintain/monitor customer contacts (owner, tenant, and property management), profiling customer needs/expectations and changes in customer priorities while development/implementing account retention strategies.
Develop and implement quality assurance methods and procedures, overseeing same and assessing quality levels achieved by individual account managers.
Ensures that safety training, programs and culture is prominent in everyday decisions and is a paramount training priority.
Measure/assess performance and potential of employees through the C&W Services annual goal setting process and develops succession plans for each.
Coordinate career development program for management/non-management employees, providing leadership in assessment, planning, and follow-up evaluation of staff, as well as participating in self-development.
Monitor/evaluate budgets and plan/coordinate future budget/special funding requests.
Administer cost containment/reduction activities among assigned sites and management personnel.
Provide short/long range planning to include initial overall planning with the Director of Operations, and one-on-one activities with account managers and customers.
Remain knowledgeable in new product/service delivery and communicates same to account managers for use/implementation on site. Seeks out opportunities to introduce innovated approaches in partnership with customers.
Demonstrate excellent oral and written communication skills.
Demonstrate excellent interpersonal skills, being able to work effectively with all levels of personnel and client.
Establish and maintain the respect and confidence of clients and C&W Services employees.
Post-secondary degree/diploma or certificate or experience commensurate however acquired.
Five to Seven years’ experience in custodial operations
Previous experience in management of staff (hire/termination and discipline)
Good interpersonal skills and excellent communication skills.
Excellent Organizational skills with the ability to handle multiple tasks.
Comfortable with the use of technology (tablets/mobile phone/laptops) for company communications and reference materials, employee data management, Kronos timekeeping and electronic quality audit software.
Proficient in Microsoft Office suite of applications – Word, Excel and Powerpoint
Outstanding punctuality/attendance record.
Custodial Services/Building Maintenance experience
Work Environment Conditions:
Ability to drive a company vehicle (valid license); travel within Ontario required regularly between accounts.
Infrequent air, ferry or rail travel outside of the drivable regular work area (USA).
Occasional need to receive and respond to customer emergencies on off hours and weekends.
Occasional need to speak before groups of staff, tenants and/or clients.
Regular need to exercise decision-making with little information.
Physical Working Conditions:
Ability to move between accounts by vehicle.
Occasional lifting/pushing/pulling of cleaning equipment/cleaner carts/boxes of supplies (up to 20-25 kg).
Occasional bending, squatting and twisting.
Regular need to walk customer buildings (1-2 km per day).
Regular participation in audio/visual conference calls (hearing by mobile device/laptop and/or visual observation of material displayed on same). All devices issued are adaptable with accessibility features for both auditory and visual enhancements.
C&W Services is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identity, protected veteran status or any other characteristic protected by law.