Customer Business Manager

BGIS; North Bay; On-site; CAD 80,000 - 110,000; Full time

Job summary

BGIS is seeking a Customer Business Manager to oversee operations management for assigned accounts. This role involves client relationship management, budget development, and ensuring service delivery obligations are met. The ideal candidate will have extensive experience in facility management and a strong background in account management.

Qualifications

• More than 5 years of facility management work experience.
• Highly advanced proficiency with facility equipment and building systems.
• Expert level knowledge of current building standards and legislative requirements.

Responsibilities

• Accountable for operations management and meeting service delivery obligations.
• Develops and manages the execution of budget for portfolios.
• Achieves profitability targets and contributes to continuous improvement projects.

Skills

Account management

Client relationship management

Budget management

Facility operations management

Project management

Emergency preparedness

Continuous improvement

Vendor management

Health and safety knowledge

Education

Community college diploma in business administration

Job description

About Us

JOB DESCRIPTION

BGIS is a leading provider of customized facility management and real estate services. With a combined team of over 10,000 professionals worldwide, we relentlessly focus on enabling innovation through the services we deliver. We actively seek new opportunities that drive innovation for our clients’ businesses. Globally, we manager over 320 million square feet of client portfolios across 30,000+ locations in North America, Europe, Middle East, Australia, and Asia. For further information, visit www.bgis.com .

Summary

For the assigned account, the Customer Business Manager 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 contributing to strategic and account management plans and objectives and people leadership.

Key Duties & Responsibilities

For the assigned region(s):

Account Management

• Continuously engages clients in discussions to understand and anticipate needs, identify and recommend additional services
• Provides input and contributes to the development and execution of strategic account expansion plans
• Recommends additional pull-through services
• Participates in and contributes to quarterly business reviews
• Contributes to contract renewal and business development activities
• Contributes to account governance
  
  
  

Client Relationship Management

• Accountable for achieving client satisfaction objectives for the assigned account
• 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
• Acts as the focal point of escalation for issues pertaining to facilities within assigned account
  
  
  

Profitability

• Achieves profitability targets for the assigned account
• Participates in, provides recommendations, and contributes to continuous improvement projects to achieve efficiency gains and cost savings
  
  
  

Budget Development & Management

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

Portfolio Management

• Accountable for operations management for the portfolio of facilities within the assigned account
• 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 short to mid-term plans for the assigned account
• Provides input into strategic plans
• Collaborates with relevant concerned parties to optimize facilities within assigned account and continuously create value for the client.
  
  
  

Service Delivery Management

• Accountable for meeting all service obligations for the assigned account
• 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 concerned parties 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 for the assigned account
• Collaborates with clients and internal concerned parties to identify project opportunities and priorities, develop and implement projects
• Oversees the development and execution of project plans for portfolios within assigned account
  
  
  

Procurement

• Collaborates with Procurement and Supply Chain Administration teams to source and qualify vendors, source and procure goods and services.
  
  
  

Continuous Improvement

• Collaborates with concerned parties and contributes to efficiency gains through activities including but not limited to identifying and implementing best practices; reviewing, refining and/or developing, implementing processes, technologies and sustainable practices, and leveraging self-perform wherever possible. Implements related enhancements for the assigned region(s)
  
  
  

People Leadership

• Accountable for employee-oriented activities including but not limited to employee engagement, development and performance management, hiring and retention, compensation recommendations
• Other duties as assigned.
  
  
  

Knowledge & Skills

• Community college diploma preferably in business administration
• More than 5 years of facility management work experience
• Highly advanced proficiency with facility equipment and building systems
• Skilled at account management
• Skilled at facility operations management
• Skilled at client relationship management with demonstrated ability in building and managing relationships with client representatives at the senior management level
• Skilled at managing service delivery and meeting client obligations
• Skilled at budget management abilities
• Well-developed communication, influence, persuasion and negotiation skills
• Developed people leadership skills
• Advanced vendor management abilities
• High degree of client service orientation and sense of urgency
• Skilled at delivering projects
• 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
• Possesses a continuous improvement and quality mindset and seeks to continuously improve processes and incorporate best practices where applicable.
• Maintains current knowledge of and skilled at implementing facility management services best practices.
• Expert level knowledge of current building standards, code and legislative requirements
  
  
  

Licenses and/or Professional Accreditation

• One or more of the following, an asset:
• Certified Facility Manager from International Facility Management Association
• Certified Property Manager from Institute of Real Estate Management
• Facility Management Administrator Designation from Building Owners and Managers Institute
• Real Property Administrator Designation from Building Owners and Managers Institute
  
  
  

BGIS is an equal opportunity employer and we welcome you to apply for a position with us! If you require accommodation during the recruitment process, please contact us at askHR. Upon request for accommodation, we will consult with the applicant in question and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.

BGIS est un employeur qui respecte l'égalité des chances et nous vous invitons à postuler pour un poste chez nous ! Si vous avez besoin d'un accommodement pendant le processus de recrutement, veuillez nous contacter à askHR. En cas de demande d'accommodement, nous discuterons avec le candidat en question et fournirons, ou ferons en sorte de fournir, un accommodement approprié d'une manière qui tiendra compte des besoins d'accessibilité du candidat en fonction de son handicap.