Senior Operations Manager

BGIS•Toronto, ON

About The Position

The Senior Operations Manager is responsible for broad-based accountability for all account operational support, including client, governance, and operations management.

Requirements

Operational Experience (at least 10 years of experience).
Client Management (at least 10 years of experience).
Account Governance (KPI, SLA, QBR, MBR) (at least 3 years of experience).
Reporting (at least 10 years of experience).

Responsibilities

Demonstrates strong, competent leadership for team members to guide them in reaching their full potential and meeting their objectives, which supports achievement of our corporate goals.
Manages the overall service delivery to a portfolio of client accounts or a single client account of sufficient magnitude and/or complexity.
Monitors service delivery performance against established metrics/key performance indicators. Identifies gaps, develops and executes corrective action plans to ensure all objectives are met.
Creates, implements, and documents service delivery processes associated with each client account.
Collaborates with relevant concerned parties (internal and external) on service delivery including the management of all escalated issues.
Oversees service delivery activities, and performance of internal Team Members, ensuring all work is completed on time, safely and meet 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, utilizing internal Technicians wherever possible, etc.
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.
Provides on-call coverage to front-line team which requires open availability.
Oversees a team of Scheduler / Planners in the delivery of Planned and Reactive Maintenance across the portfolio.
Oversees and manages the Client inbox for all O&M intake of orders.
Oversees Vendor engagement and management for full lifecycle in the delivery of Maintenance and Repair works.
Manages the Clients Background Check Process for new and existing BGIS and 3rd Party Contractor badging.
Manages Avetta and ensures BGIS and Vendors remain compliant, including work order and project level requirements for day-to-day success across North America.
Develops and maintains effective relationships with clients at the Facility, Portfolio and corporate levels.
Accountable for Portfolio and Corporate client satisfaction.
Acts as the focal point of escalation for issues pertaining to service delivery.
Collaborates with Procurement and Supply Chain Administration teams to source and qualify vendors, source and procure goods and services used by the internal teams in the performance of duties.
Oversees and ensures the Quoting process for Reactive / Corrective Maintenances and Small Project works is complete.
Responsible for ensuring effective management and implementation of the Performance Management Framework (KPI and SLA Scorecard) for the Account Team.
Responsible for ensuring data quality standards are met across Client and BGIS systems
Responsible for intaking all RFI / RFP for the respective client account.
In partnership with other LOB leaders, acts as the single-point of contact for Client bidding systems – Projects and IFM
Supports continued development of opportunities on the account driving growth and scale of new and existing services.
Leads RFI / RFP lifecycle for all Account specific new opportunities.