Account Operations Manager (for a sister Janitorial Company)

Grand Meritus Security Agency; Philippines; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Grand Meritus Security Agency is seeking a Key Account Operations Manager to oversee major janitorial service accounts, ensuring SLA compliance, quality standards, and profitability.

The role acts as primary liaison with clients, leads site operations, manages manpower, and drives continuous improvement across multiple sites; willingness to travel is required. Strong leadership, client relations, and budgeting skills are essential for success.

Qualifications

• Excellent leadership and people management abilities.
• Strong client relationship management skills.
• Excellent organizational and planning capabilities.
• Ability to manage multiple sites simultaneously.
• Strong decision-making and problem-solving skills.
• Excellent written and verbal communication.
• Strong negotiation and conflict resolution abilities.
• High level of integrity and professionalism.
• Proficient with MS Office (Excel, Word, PowerPoint, Outlook).
• Willingness to travel frequently between client sites.

Responsibilities

• Maintain excellent client relationships and serve as primary contact for key accounts.
• Ensure uninterrupted delivery of janitorial services and monitor site performance.
• Supervise Area Supervisors, Site Supervisors, and janitorial staff.
• Implement quality control programs and drive continuous improvement.
• Review operational reports and ensure timely attendance and billing submissions.
• Monitor expenses, negotiate costs, and support budget forecasting.
• Ensure compliance with labor laws, OSH standards, and company policies.
• Support management during client presentations and renewals.
• Identify opportunities for additional services and account expansion.

Skills

Leadership

Client management

Org & planning

Multi-site management

Decision making

Communication

Negotiation

Integrity

MS Office

Travel flexibility

Education

Bachelor's Degree in Business Administration, Management, Industrial Engineering, Hospitality Management, Human Resource Management, or related field

Job description

The Key Account Operations Manager is responsible for the overall management, supervision, and operational performance of one or more major janitorial service accounts. The position ensures that contractual obligations, service level agreements (SLAs), quality standards, manpower requirements, and client expectations are consistently achieved.

The incumbent serves as the primary liaison between the Company and the assigned client, ensuring high levels of customer satisfaction, operational efficiency, personnel discipline, cost control, and contract profitability.

QUALIFICATIONS

Education

• Bachelor's Degree in Business Administration, Management, Industrial Engineering, Hospitality Management, Human Resource Management, or any related field.

Experience

• Minimum of five (5) years of managerial experience in janitorial services, facilities management, property management, housekeeping operations, or related service industries, with particular experience in handling government accounts.
• At least three (3) years of experience handling key or multiple client accounts.
• Experience managing large manpower complements is highly preferred.

Preferred Qualifications

• Strong background in facilities maintenance and janitorial operations.
• Knowledge of labor laws and occupational safety standards.
• Experience handling commercial buildings, government offices, malls, hospitals, manufacturing plants, or similar facilities.

KNOWLEDGE, SKILLS, AND ABILITIES

The successful candidate must demonstrate:

• Excellent leadership and people management skills.
• Strong client relationship management abilities.
• Excellent organizational and planning skills.
• Ability to manage multiple sites simultaneously.
• Strong decision-making and problem-solving abilities.
• Excellent written and verbal communication skills.
• Strong negotiation and conflict resolution skills.
• High level of integrity and professionalism.
• Ability to work under pressure and meet deadlines.
• Proficiency in Microsoft Office applications, particularly Excel, Word, PowerPoint, and Outlook.
• Willingness to travel frequently between client sites.

DUTIES AND RESPONSIBILITIES

Client Relationship Management

• Serve as the primary contact person for assigned key accounts.
• Maintain excellent working relationships with clients.
• Conduct regular client visits and business reviews.
• Resolve client concerns, complaints, and service issues promptly.
• Ensure consistent compliance with Service Level Agreements (SLAs).
• Identify opportunities to improve service delivery and expand business.

Operations Management

• Ensure uninterrupted delivery of janitorial services.
• Monitor daily operational performance across assigned sites.
• Conduct regular site inspections and quality audits.
• Ensure proper deployment of janitorial personnel.
• Maintain cleanliness standards in accordance with contractual requirements.
• Develop operational improvement plans.
• Respond immediately to operational emergencies.

Manpower Management

• Supervise Area Supervisors, Site Supervisors, and janitorial personnel.
• Ensure adequate staffing levels at all times.
• Monitor attendance, scheduling, overtime, and reliever requirements.
• Conduct coaching, counseling, and performance evaluations.
• Recommend disciplinary actions when necessary.
• Promote employee engagement and retention.

Quality Assurance

• Implement quality control programs.
• Conduct regular inspections using established quality standards.
• Monitor corrective and preventive actions.
• Ensure continuous improvement initiatives are implemented.

Administrative Responsibilities

• Review and approve operational reports.
• Ensure timely submission of attendance records, incident reports, accomplishment reports, and billing requirements.
• Monitor inventory of cleaning chemicals, equipment, tools, and supplies.
• Coordinate procurement requirements with the Logistics Department.

Financial Management

• Monitor operational expenses and account profitability.
• Control overtime, material usage, and operational costs.
• Recommend cost‑saving initiatives without compromising service quality.
• Assist in budget preparation and cost forecasting.

Compliance

• Ensure compliance with:
  • Labor laws
  • Occupational Safety and Health Standards (OSH)
  • Company policies
  • Client policies
  • Environmental and sanitation regulations
• Ensure personnel maintain complete employment requirements and mandatory government compliances.

Business Development Support

• Assist Management during client presentations.
• Participate in contract renewals.
• Identify opportunities for additional services.
• Support account expansion initiatives.

KEY PERFORMANCE INDICATORS (KPIs)

The Key Account Operations Manager shall be evaluated based on:

• Client Satisfaction
• Contract Retention
• Compliance with Service Level Agreements
• Site Inspection Results
• Manpower Stability
• Attendance Compliance
• Employee Retention
• Timely Submission of Reports
• Budget and Cost Control
• Operational Efficiency
• Resolution Time for Client Concerns
• Compliance with Company Policies
• Safety and Incident Performance

AUTHORITY

The Key Account Operations Manager is authorized to:

• Supervise assigned operational personnel.
• Recommend hiring, promotion, transfer, and disciplinary actions.
• Conduct site inspections and operational audits.
• Coordinate directly with client representatives.
• Recommend operational improvements.

WORKING CONDITIONS

• Field-based position requiring frequent travel to assigned client locations.
• May be required to work beyond regular office hours during emergencies or operational exigencies.
• Available for weekend, holiday, or after‑hours client requirements when necessary.

SUCCESS FACTORS

A successful Key Account Operations Manager consistently:

• Delivers exceptional client service.
• Maintains high-quality janitorial operations.
• Develops strong relationships with clients and employees.
• Demonstrates sound leadership and accountability.
• Solves problems proactively.
• Maintains operational efficiency while controlling costs.
• Upholds the Company's values, professionalism, and commitment to service excellence.