Operations Manager - ON/West

United Services Group; Oshawa; Hybrid; CAD 65,000 - 90,000; Full time

Job summary

United Services Group is seeking a Partner Relations professional in Canada who will act as a key liaison between the company, Partners, and internal departments. The role focuses on recruitment, compliance, and performance management across regions, with frequent travel within the territory as required.

The position emphasizes collaboration with Legal, Finance, L&D, and external vendors to meet Partner needs and exceed customer expectations.

Qualifications

• Post-secondary degree in business administration or related field.
• Minimum of 5 years’ operational experience.
• French or Spanish would be an asset.

Responsibilities

• Execute United Services Group’s vision, mission, values and strategic plans.
• Manage Partner recruitment and create a trained regional resource pool.
• Ensure legal compliance of Partners through United Hiring Packages.
• Support regional teams in managing the Partner performance management process.
• Lead Partner Change Over (PCO) with internal and external vendors.
• Manage Partner issues escalation process.
• Attend legal discoveries on behalf of United Services Group when required.
• Conduct calibration walks with Account Management teams and Partners.
• Implement guidelines, processes, and procedures for Partner Relations.
• Ensure data integrity pertaining to Partners within Salesforce.

Skills

Business acumen

Task management

Communication

Conflict management

Needs assessment

Advanced technology competency

Budgeting & costing

Time management

Independent work

Education

Post-secondary degree in business administration or related field

Tools

Salesforce

Job description

The role's focus is to be a key liaison between United and the Partners (Subcontractors) within the specified regions. This role will play an important part in collaborating internally across regions with the Retention, Learning & Development (L & D), Finance and Equipment Services departments and externally with third party vendors to ensure that our Partners needs are being met as per expectations and ultimately meeting and exceeding Customer expectations. The role will also work closely within other team member's to enhance the Partner skillsets, performance, and experience. This role will focus on ensuring Legal and Process Compliance, Partner Recruitment and Performance Management, Partner Change Overs (PCO’s), Issues Escalation and Compliance.

Duties and Responsibilities

• Execution of United Services Group’s Vision, Mission, Values and Strategic plans.
• Manage Partner Recruitment process and create a Resource Pool of trained Partners within the regions.
• Ensure legal compliances of Partners by implementing United Hiring Packages.
• Provide key support to the Regional teams in managing the performance management process with the Partners.
• Lead and manage the Partner Change Over (PCO) process within United and with external vendors to ensure seamless transition of Partners.
• Managing Partner Issues Escalation process.
• Attending legal “Discoveries” on behalf of United Services Group, if required
• Calibration Walks with Account Management teams and Partners.
• Implementing guidelines, processes, and procedures for Partner Relations Department
• Ensure overall compliance of guidelines, policy & procedures with Partners and their cleaners.
• Ensure data integrity pertaining to Partners within Salesforce.

Job Requirements and Expectation

• 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.
• Ability to deal with high level of stress and solve problems as they arise.
• Ability to work flexible shifts on a rotation basis.

Key Competencies

• 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 (Cost Breakdowns)
• Expertise in floor-care and cleaning procedures is an asset.
• Process and compliancy driven.
• Superior time management and problem-solving skills.
• Ability to work independently.

Education/Experience

• Post-secondary degree in business administration or related field.
• Minimum of 5 years’ operational experience.
• French or Spanish would be an asset