Senior Operations Manager

BGIS; North Bay; On-site; CAD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a Senior Operations Manager to oversee operational support and client management. In this pivotal role, you will lead a talented team, ensuring exceptional service delivery across client accounts. Your expertise in operational excellence and client relationship management will drive growth and efficiency, making a significant impact on the organization’s success. This position offers a unique opportunity to shape the service delivery landscape while fostering a culture of innovation and collaboration. If you are a strategic thinker with a passion for leading teams and enhancing client satisfaction, this role is perfect for you.

Qualifications

• 10+ years of operational and client management experience required.
• Strong skills in account governance and reporting.

Responsibilities

• Lead and mentor team members to achieve corporate goals.
• Manage service delivery and client relationships effectively.

Skills

Operational Experience

Client Management

Account Governance

Reporting

Job description

About Us

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 manage 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

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

Key Duties & Responsibilities

People Leadership

• 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. Specifically, these responsibilities include but are not limited to:
• Full involvement with recruiting talent.
• Provides mentoring, coaching and guidance to all team members.
• Objectively recommends compensation adjustments.
• Manages all aspects of performance.

Service Delivery Management

• 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 meets 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.
• Resolves problems and/or conflicts and maintains open communication with the client account team and specific clients including providing regular written and oral reports in response to escalations.
• Provides on-call coverage to front-line team which requires open availability.

Client Relationship Management

• 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.

Procurement

• 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.

Client Account Governance

• Responsible for ensuring effective management and implementation of the Performance Management Framework (KPI and SLA Scorecard) for the Account Team.

Business Development / Growth

• Responsible for intaking all RFI / RFP for the respective client account.
• 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.

Knowledge & Skills

• 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).

Licenses and/or Professional Accreditation

• None Required.

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.