Senior Operations Director

UG2•Boston, MA

1d•Onsite

About The Position

The Senior Operations Director is accountable for the total performance of facility services of the account. This includes, but is not limited to, achieving/exceeding client expectations, managing budgets, maintaining and improving employee morale, retention and productivity. This position will help develop and execute strategic direction and be accountable for implementation of a world class operation delivering 5 Star Level of Excellence. This position is considered an advanced management position and will oversee, manage and direct all services for the account. The Manager is responsible for the overall administration of the custodial services, aligning with the objectives of maintaining high standards of cleanliness, hygiene, and facility appearance in a cost-effective manner. The Manager must ensure the highest level of professionalism, meet the clients' needs, and commit to the goal of 100% cleanliness and orderliness across the facility. The Manager will develop and oversee the implementation of a preventive maintenance function, manage custodial inspection and monitoring programs, define and enact best custodial practices, and consistently evaluate and improve current cleaning, maintenance, and operation methods.

Requirements

Diploma, Degree or Post Graduate qualification in Management, Facility Management, Project Management or other service related subject.
Be fluent in Microsoft Office Word, Excel and with an aptitude to learn any other required programs.
Minimum of 3 to 6 years overall experience in facility site management.
Working knowledge of principles and practices of project management.
The ability to anticipate needs, change goals and direction quickly and multitask.
Working knowledge of principles and practices of business administration and the ability to maintain a budget.
Highly self-motivated with sound judgement as it relates to decision making skills and ability.
Proven ability to efficiently and professionally interact will all levels of management, guests, associates, clientele both inside and outside of the organization.
Strong organizational and interpersonal skills.
Excellent written and verbal communication skills.
Must be highly adaptable and flexible in working nights, weekends and holidays.
Bachelor's degree or an equivalent level of professional education in Facility Management, Business Administration or related field.
Minimum of 5-10 years of related experience in custodial management and/or training; or equivalent combination of education and experience.
Strong knowledge of floor care.
Proven leadership skills with the ability to engage and motivate a large team.
Demonstrates high attention to detail and the ability to identify and resolve problems in a timely manner.
Excellent communication skills to interact with all levels of management, staff, clients, and customers.
Responds promptly to customer needs; meets commitments.
Adapts well to changes in the work environment; Manages competing demands; Able to deal with frequent change, delays, or unexpected events.

Responsibilities

Support and manage all shifts management and supervisory team and developing standardized site management procedures, carry out all necessary training and provide support for site managers.
Liaising with the client's site team (facilities management team, vendors, various department heads), to ascertain deadlines, work requests, support and resource needs, VIP events, cost and quality objectives, and organize site resources and equipment accordingly.
Have a clear understanding of the bid and contract documents.
Have experience and understanding working with union and non-unionized hourly workforce.
Develop, track and manage a periodic cleaning and/or maintenance schedule on an annual basis.
Act as the community steward for the facility and engage frequently with key stakeholders for communication and alignment.
Be a "change agent" and ability to demonstrate in transforming culture and program with employees.
Working closely with the QA resources; develop, track, update and report on the site quality control and assurance system.
Working closely with the Safety Management Department; develop, track, update and report on the enforcement of site safety procedures.
Experience working with inspection software reporting tools.
Attending all required external and internal meetings.
Provide all required internal and external site reports.
Lead, develop and motivate the site teams to meet the common company and project goals.
Share in the day-to-day responsibility for implementing the affirmative action program which includes, but is not limited to, responding to AA/EEO inquiries/investigations and participating in recruitment efforts.
Planning, organizing and directing team members to ensure the highest degree of client satisfaction.
Ensure compliance with health and safety standards and industry codes (e.g. OSHA) as well as all Federal, State and Local laws.
Implement best practice processes to increase efficiency and manage contractor and vendor relationships.
Manage and review service contracts to ensure facility management needs are being met.
Plan and monitor appropriate staffing levels.
Determine and maintain the department work schedule.
Ensure efficient utilization of staff.
Prepare and track labor and expense budget.
Monitor expenses and payments.
Generate and present regular reports and reviews of facility-related budgets, finances, contracts, expenditures and purchases.
Develop and implement cost reduction initiatives.
Ensure proper security practices are being carried out at the facility.
Oversee the operation and maintenance of custodial equipment and supplies, including vacuum cleaners, floor cleaners, and cleaning chemicals; ensure smooth execution of all custodial operations.
Ensure the availability of an adequate inventory of supplies required for the operation of the facility.
Direct and monitor activities of custodial contractors working within the facility, ensuring that they work in line with the organization's standards and objectives.
Maintain comprehensive and up-to-date documentation related to custodial operations for the facility.
Supervise and manage a team of custodial staff, including hiring, training, and development.
Develop and implement QA/QC processes in line with best custodial practices and regulations.
Oversee infrastructure assessments to ensure optimal cleanliness and hygiene.
Display exemplary leadership behaviors and uphold the highest safety, quality, and service standards.
Deliver and model UG2's commitment to excellent customer service.
Develop and implement custodial programs that align with client and customer demands and specifications.