Operational Controls Manager

Scandinavian Building Services has been a Canadian leader in retail and commercial cleaning for the last 60 years. Starting as a small family owned and operated business in Edmonton Alberta in 1982 to offering full service janitorial and building maintenance across Canada today. We attribute our success to staying true to our core values of Service Motivate Respect and Connect. As we continue to grow we are looking to add a Operational Controls Manager to the Scandi Family!

Schedule: Monday-Friday 8:00am-4:30pm with a 1-hour lunch (30 minutes paid and 30 minutes unpaid)

This is a remote position.

Whats in it for you:

• Awarded one of Canadas Best Managed Companies: Were committed to a high level standard of excellence for both clients and our Scandi Family.
• Growth Opportunities: A place to hang your hat. We want our employees to grow with us long term and offer a tuition reimbursement program to continue your professional development.
• Stability and Job Security: Even through tough economic times weve continued to steadily grow and we arent slowing down any time soon. With a strong national presence across Canada and growth into the US.
• Family First Culture: We are and have always been a family owned and operated business. We have family friendly events year-round and affectionately call our team members the Scandi Family.
• Benefits: We offer a comprehensive medical and dental plan as well as personal days off.

What your day to day will look like:

You will be reporting into the Senior Director Business Intelligence. This role has 1 direct report with responsibilities to oversee Operations Dispatch.

Leadership and Management

• Provide leadership to the Operational Dispatch team working with the Team Lead ensure timely and accurate handling of inbound calls emails and work orders from clients and internal stakeholders
• Develop and implement quality controls and departmental standards to ensure quality standards organizational expectations and regulatory requirements
• Work cross-functionally with Operations and Corporate teams by providing leadership and mentoring related to the Operational Controls function
• Drive consistency and quality in customer service interactions across all channels
• Communicate with staff to resolve performance and personnel problems; discuss and implement company policies and procedures
• Follow and lead all Company values and mission statements
• Demonstrate leadership within the organization modelling appropriate behavior
• Client Integration & Stakeholder Support
• Support client onboarding and integration efforts utilizing project management best practices to ensure complete and timely integration
• Ensure accountability by monitoring task completion and escalating late or incomplete items in accordance with established processes
• Act as an internal liaison during integrations ensuring processes workflows and communication channels are clearly defined
• Partner with internal stakeholders to align operational control processes with client and business needs

Client Integration & Stakeholder Support

• Support client onboarding and integration efforts utilizing project management best practices to ensure complete and timely integration
• Ensure accountability by monitoring task completion and escalating late or incomplete items in accordance with established processes
• Act as an internal liaison during integrations ensuring processes workflows and communication channels are clearly defined
• Partner with internal stakeholders to align operational control processes with client and business needs

KPI & Performance Management

• Assist the Senior Director in defining tracking and improving key Operational Controls performance indicators (e.g. SLA adherence call handling time resolution rates backlog customer satisfaction)
• Use data and reporting insights to proactively identify risks and improvement opportunities
• Ensure operational metrics are accurate visible and actionable

Continuous Improvement & Enablement

• Drive enhancements to OC tools documentation and standard operating procedures
• Support change management initiatives related to systems workflows or service models
• Ensure the OC function scales effectively as volume clients and complexity grow

Requirements:

• Posses a minimum of 5 years of progressive experience in operations or business management
• A minimum of 2 years in people or team leadership is required
• A post-secondary degree or diploma in a business or related field is required with a background in Data Sciences preferred
• Strong experience managing work order systems ticketing platforms or case management tools
• Demonstrated ability to drive continuous improvement initiatives
• Must be able to work under pressure with a sense of urgency
• Intermediate-level MS365 tools and data analytic skills required
• Adept understanding of systems data integrity and KPIS performance management
• Demonstrated flexibility and adaptability required to meet changing priorities
• Professional written and verbal communication skills

Our interview process:

• 20 minute preliminary phone interview with our Recruiter
• 20-40 minute assessment (depending on optional practice questions or breaks)
• 30 minute MS Teams video interview with the Hiring Manager and direct Supervisor for the role

At Scandinavian Building Services we are an equal opportunity employer who values a diverse workplace. We recognize the strength that comes from different experiences backgrounds and perspectives and welcome all candidates to apply. We feel it is important that all people have access and opportunity to be employed to be valued and to be respected.