Operations Services Supervisor

United Services Group•Brampton, ON

5d•Onsite

About The Position

The Operations Services Supervisor is responsible for supporting all territories and regions in overseeing the daily operations of janitorial teams across multiple sites or facilities pertaining to Adhoc & Specialized Services delivery as a core function. This role ensures that these services are delivered efficiently, safely and to the highest quality standards, while maintaining strong customer relationships and managing staff performance. In addition, this role will support existing territories and regions with various supervisory duties including but not limited to Night supervision, adherence to Uniforms/ID badges, Background checks, Audit & vacation coverage.

Requirements

Building strong Customer and Partner relationships
Available to address Customer and Partner needs and concerns in a timely manner.
Willing to travel frequently within the designated territory or outside the province as may be required from time to time to support the entire territory.
Ability to deal with high levels of stress and solve problems as they arise.
Ability to work flexible shifts on a rotation basis.
Available to address concerns in a 24/7 environment.
Business acumen
Task management & Planning skills
Communication Skills: Active listening, verbal, and written communication skills
Conflict management & negotiation skills
Needs assessment and information gathering
Advanced technology competency.
Managing budgeting & costing
Process and compliance driven
Coaching and Mentoring
Superior time management and problem-solving skills
Ability to work independently
University degree in Business Administration or related operations or field experience
Minimum of 5 years’ experience in the Janitorial industry
10+ years’ experience in operational management or related roles

Nice To Haves

Expertise in floor care and cleaning procedures is an asset

Responsibilities

Function as the face of United to customers in the field, building lasting partnerships rooted in responsiveness, reliability, and trust.
Champion a customer-centric culture by aligning field team actions with customer expectations and service standards.
Lead proactive outreach and store visits to discuss performance, address operational issues, and resolve cases collaboratively.
Manage escalations with urgency and tact, ensuring all customer concerns are resolved at or above expectations.
Conduct regular business reviews with key stakeholders (e.g., VPs, District Managers) to communicate wins, risks, and action plans.
Facilitate structured communications between customers and internal teams to ensure alignment, transparency, and accountability.
Set expectations of SOW delivery
Supervise, train, and support Janitorial staff across all services
Conduct regular site visits to inspect work quality and adherence to SOW requirements
Schedule shifts and assign duties to ensure adequate coverage
Responsible for SOW & Quality of services to be delivered; Collaborate with Partner Relations to come up with action plans to improve quality and productivity
Coordinate and monitor cleaning operations to meet customer expectations
Ensure compliance with health and safety regulations, legal, uniform/ID badges compliances
Respond promptly to services issues and emergencies
Monitor and control operational budgets and costs
Manage inventory of cleaning supplies and equipment
Order relevant supplies and ensure proper maintenance of cleaning equipment
Maintain accurate records of work completion in SF, signoffs, inspections and or any other documentation as prescribed by Customer
Prepare SF reports on KPI’s related to operational performance of services
Participate in process improvement and internal business review meetings
Using SF to communicate to relevant departments on status of work
Responsible for process adoption within the Salesforce ecosystem.
Responsible for managing business using United technologies provided (e.g., Salesforce & Microsoft).
Support regional and or territories on key United operational processes and KPI’s: As per Retention Priority Framework, to name a few.
Partner Change Overs (PCO).
Material Consumption.
Specials.
Visitation Audits & Case mgmt. for issues and escalations.
Lead and implement Schedules.
A.R.I and H & S Compliance.
I.D Badging & uniform compliance for all Partners & cleaners.
Onboarding and In Store Partner Training
Partner Performance Mgmt.
Inspections/reporting required by Customers for Billing purposes
Collection of Annexes or any other types of Inspections/reporting required by Customers for Billing purposes
Collaborating with Talent Acquisition to support potential Partner/Sub-contractor coverage for all services to support region and territory
Collaborating with Partner Relations to support training and performance management of Partners/Sub-contractors & janitorial staff
Create an environment that encourages learning and inspires brainstorming, creativity, and innovation.
Perform all daily functions in alignment with company mission, vision, and values
Work in compliance with Health & Safety policies and legislation and take every reasonable precaution to protect the health and safety of all employees and business partners
Protect company assets from damage and misuse
Perform other related duties as may be required from time to time to support business operations at store and or site level