Operations Manager - Western Canada

United Services Group; Surrey; Hybrid; CAD 70,000 - 95,000; Full time

Job summary

United Services Group in Surrey, BC is seeking a Partner Relations Manager to act as a key liaison between United and our regional Partners. You will recruit, onboard and ensure compliance while driving performance across regions.

Travel within the territory, collaborate with internal teams, manage the Partner Change Over (PCO) process, and address issues to meet customer expectations. Requires a post-secondary business degree and at least five years of operational experience; French or Spanish

Qualifications

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

Responsibilities

• Execute 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 in collaboration with RPM.
• Calibration Walks with Account Management teams and Partners.
• Implementing guidelines, processes, and procedures for Partner Relations Department.
• Ensure data integrity pertaining to Partners within Salesforce.

Skills

Partner relations

Recruitment

Compliance

Stakeholder management

Salesforce

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 in collaboration with RPM.
• 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