City : Toronto

Category : Other

Industry : Professional Services

Employer : BGIS

SUMMARY

For the assigned account, the National Director, Operations is accountable for operations management and meeting service delivery obligations, meeting all internal and external requirements, achieving budget and client satisfaction.  In addition, this role is also responsible for developing and recommending plans including but not limited to business expansion plans for the facility management services business to the General Manager and people leadership.  At this position level, direct reports may include the Regional Director position level.

KEY DUTIES & RESPONSIBILITIES

For the assigned account:

Account Management

• Develops and recommends plans including but not limited to business expansion plans for the facility management services business to the General Manager.  Executes plans
• Continuously engages clients in discussions to understand and anticipate needs, identify and recommend additional services
• Participates in and contributes to quarterly business reviews
• Contributes to contract renewal and business development activities
• Contributes to account governance
• Supports the General Manager in overseeing the provision of value reporting for the facility management services business to substantiate value creation to clients
• Provides value added recommendations and solutions to enhance portfolio

Client Relationship Management

• Accountable for achieving client satisfaction objectives
• Accountable for developing and maintaining effective relationships with clients, managing client expectations
• Position level of client representatives with whom this position typically interacts with include those at the senior management level and may include those at the executive management level
• Acts as the focal point of escalation for issues pertaining to facilities within the assigned account
• Achieves profitability targets
• Leads the assigned account team in the continuous identification of cost savings opportunities for the account and the client
• Identifies and recommends opportunities to reduce and/or consolidate services to the General Manager and the client
• Recommends, develops and executes cost savings opportunities
• Develops implementation plans and leads the implementation of cost savings initiatives for the assigned account

Budget Development & Management

• Accountable for meeting budget
• Develops and manages the execution of budget for portfolios

Portfolio Management

• Accountable for operations management for the portfolio of facilities
• Leads the operations and maintenance activities of a portfolio of facilities along with the execution of the portfolio’s programs
• Oversees the completion and submission of capital plans
• Creates and implements portfolio plans
• Provides recommendations for and contributes to the development of strategic plans
• Leads the facility management services team in optimizing facilities and continuously creating value for the client

Service Delivery Management

• Accountable for meeting all service obligations
• Oversees the delivery of all service obligations
• Accountable for meeting established metrics/key performance indicators.  Leads the operations team in the development and implementation of action plans to remediate gaps, where applicable, to ensure objectives are met.
• Accountable for ensuring compliance to all legislated, corporate and industry-related requirements and guidelines including but not limited to environmental, health and safety, and building standard requirements

Risk Management, Emergency Preparedness and Business Continuity Planning and Execution

• Accountable for safeguarding the client against emergencies and risks by ensuring emergency preparedness, risk management, disaster recovery and business continuity plans are developed and that relevant stakeholders are trained to ensure proper execution

Health, Safety, Environment & Security

• Accountable for meeting all internal and external health, safety, environment and security-related requirements
• Accountable for the safe delivery of all work performed

Regulatory Compliance

• Accountable for ensuring all  regulatory compliance requirements have been met and all related documentations are created and maintained

Project Management

• Accountable for on-time, on-budget and quality delivery of facility management projects
• Collaborates with clients and internal stakeholders to identify project opportunities and priorities, develop and implement projects
• Oversees the development and execution of project plans for portfolios
• Collaborates with Procurement and Supply Chain Administration teams to source and qualify vendors, source and procure goods and services.

People Leadership

• Accountable for employee-oriented activities including but not limited to employee engagement, development and performance management, hiring and retention, compensation recommendations
• Direct reports may include the Regional Director position
• Other duties as assigned. 

EDUCATION, JOB-RELATED YEARS OF EXPERIENCE & QUALIFICATIONS

MINIMUM EDUCATION: Community college diploma or equivalent training (e.g. RPA, CET)

JOB-RELATED EXPERIENCE: More than ten years

Knowledge & Skills

• Community college diploma preferably in business administration
• More than 10 years of facility management work experience
• Account management abilities
• Exceptional facility operations management abilities
• Exceptionally-skilled at client relationship management with demonstrated ability in building and managing relationships with client representatives at the senior management level
• Exceptionally-skilled at managing service delivery and meeting service delivery obligations
• Highly-skilled at managing budgets
• Fully-developed communication, influence, persuasion and negotiation skills
• High degree of client service orientation and sense of urgency
• Highly-skilled at leading and engaging a team of individuals
• Skilled at vendor management
• Skilled at emergency preparedness and business continuity planning and execution
• Possesses a sustainability mindset and seeks to incorporate sustainable practices within assigned portfolio where possible
• Expert level knowledge of health and safety requirements.  Possesses a high degree of safety mindset
• Maintains current knowledge of and highly skilled at  implementing facility management services best practices
• Expert level knowledge of current building standards and requirements
• Possesses a continuous improvement and quality mindset along with a desire to continuously seek and incorporate innovative practices and technologies in order to deliver value to the client

Licenses and/or Professional Accreditation

• One or more of the following, an asset – CFM, CPM, FMA, RPA