Operations Manager (North and South Shore of Montreal)

SUMMARY

The Manager Operations is responsible for operations and budget management service delivery management project management client relationship management health and safety and emergency preparedness and business continuity for an assigned portfolio.

At this position level the individual is responsible for:

• Highly complex service delivery; and/or
• Multiple client accounts and/or significant service delivery regime in a single complex client; and/or
• Contract requirements that are highly complex; and/or
• Direct reports may include Team Development Managers Team Leads Facility Services Coordinators and Technicians

KEY DUTIES & RESPONSIBILITIES

Portfolio Management

• Manages service delivery to a portfolio of client accounts of significant magnitude and/or complexity.
• Responsible for ensuring KPI objectives are met.
• Creates implements and documents service delivery regimes associated with each client account.
• Collaborates with relevant stakeholders (internal and external) on service delivery including the management of escalated issues.
• Oversees the implementation of service delivery program changes as required.
• Oversees service delivery activities and performance of internal Team Members. Ensures work is completed on time safely and meets quality requirements.
• Continuously seeks ways to gain greater efficiencies through activities such as recommending and implementing best practices collaborating with internal teams to implement sustainable practices and improvement initiatives.
• Collaborates with relevant stakeholders to optimize their respective assigned portfolio and continuously create value for the client.

• Responsible for meeting contractual service delivery obligations for each designated client environment.
• Resolves problems and/or conflicts and maintains open communication with the client account team and specific clients including providing regular written and oral reports to in response to escalations.
• Recommends solutions and implements appropriate actions for issues.
• Monitors service delivery performance against established metrics/key performance indicators. Identifies gaps; develops and executes corrective action plans to ensure all objectives are met.
• Monitors service delivery to ensure within agreed upon scope and escalates to senior management where required.
• Assigns on-call coverage to front-line team.
• Continuously seeks ways to gain greater efficiencies through activities such as recommending and implementing best practices collaborating with internal teams to implement sustainable practices and improvement initiatives.

• Responsibleforemployee-orientedactivitiesincludingbutnotlimitedtoemployeeengagementtraininganddevelopmentperformance management hiring and retention and compensationrecommendations.

• Develops and maintains effective relationships with clients. Ensures ongoing clientsatisfaction.
• Actsasthefocalpointofescalationforissuespertainingtoservicedelivery.

• Developsandexecutesemergencypreparednessriskmanagementdisasterrecoveryandbusinesscontinuityplans.
• Collaborates with relevant stakeholders on incident management related requirements.

• Acts as the focal point of contact and collaborates with Environmental Health Safety and Security Team to ensure ongoing compliance with all health and safety related legislation andrequirements.
• Monitorsandisresponsibleforthesafedeliveryofall serviceworkperformedatofficeand atremotelocations.

• Develops and executes project plans for assignedprojects.
• Develops bids for construction project opportunities and/or
• Oversees project delivery;and/or
• Provides routine updates to customers throughout the duration of projects.
• Responsible for delivering projects safely of expected quality on budget and on schedule.
• Participates as a member of the operations team in large projects across multiple regions.
• Liaiseswithrelevantstakeholderstoensureprojectsaredeliveredwithminimumdisruptionstoservicedelivery.

• Responsible for meeting budget for assigned service deliveryteam.
• LiaiseswithrelevantoperationsteammembersandFinanceteamforreportstomonitorexpenses.
• Reviews and approvesexpenditures.

• Ensuresallregulatorycompliancerequirementshavebeenperformedandallrelateddocumentationsarecreatedandmaintained.

• Collaborateswithprocurementandnational partsteamstosourceandqualifyvendorssourceandprocuregoodsandservices used by the internal teams in the performance ofduties.

• Ensures the availability of an adequate inventory of tools and other supplies to operate the business.

  KNOWLEDGE & SKILLS

• Post secondary school education
• Bilingual in French and English
• Skilledatmanagingservicedeliveryandmeetingclientobligations
• Intermediate budget managementabilities
• Well-developedcommunicationinfluencepersuasionandnegotiationskills
• Superior written communicationskills
• Skilled at client relationshipmanagement
• Developed and demonstrated people leadershipskills
• High degree of client service orientation and sense ofurgency
• Skilled at deliveringprojects
• Solid level knowledge of health and safety requirements. Possesses a high degree of safetymindset
• Possesses a continuous improvement and quality mindset and seeks to continuously improve processes and incorporate best practices whereapplicable.
• Solid level knowledge of service management from the perspective of responding to repair requests