Regional Operations Manager

Insight Global; Dallas, Fort Worth (TX, TX); On-site; USD 110,000 - 140,000; Full time

Job summary

Insight Global is seeking a senior facilities manager to oversee day-to-day services across all current and new accounts within their region. You will champion the company’s mission, lead by example, and drive high retention and satisfaction levels.

Responsibilities include managing staffing, budgeting, QA processes, and coordination of start-ups/close downs, with a focus on delivering consistent, high-quality service across multilingual environments.

Qualifications

• Oversees facilities services for multiple accounts across the region.
• Drives client retention and revenue growth objectives.
• Manages budgeting, scoring, and operational performance metrics.

Responsibilities

• Oversees day-to-day facilities services across all accounts.
• Champions mission and values in actions and words.
• Maintains compliance with CIMS and accreditation requirements.
• Ensures staffing levels meet account needs and service quality.
• Reviews accounts and prepares performance reviews with clients.

Skills

Facilities management

Client relations

Budget management

Leadership

Quality assurance

Tools

Kwante

Job description

1. Manages and oversees the day-to-day facilities services provided at all current and new accounts within his/her area of responsibility.

2. Champion company’s mission and values in words and deeds.

3. Achieves a 95% retention rate among existing accounts.

4. Review quarterly reports in person with clients. (twice a year)

5. Establishes job specific performance standards and advises associates of targeted annual goals. Leads and manages through Scorecard results.

6. Maintain CIMS compliant programs and accreditation at all accounts.

7. Ensures detailed routing is up to date and deployed in all languages needed.

8. Implements all company policies and procedures. Ensures information is available in all languages required to support the workforce.

9. Oversees and monitors staffing levels for all account locations, to determine optimum levels for accounts.

10. Maintain acceptable APPA level scores at each location

11. Build trusting relationships with key clients and decision makers

12. Conducts site surveys/inspections (Clean Telligent) Account Directors and customers, as well as surprise spot audits to assess technical skill levels, production rates, and quality of service. Follows up to resolve problem situations.

13. Develops and implements quality assurance methods and procedures, overseeing same and assessing quality levels achieved at individual accounts.

14. Ensures the implementation of the company’s standardized work processes.

15. Requests random payroll audits to be conducted by Human Resources or the Payroll Department.

16. Remains knowledgeable in new product/service delivery and communicates same to Operations Directors, Area Directors, and Account Directors.

17. Understands and utilizes key technology applications.

18. Coordinates and oversees all start-ups and close downs, providing the necessary liaison activities, planning, and control to ensure their successful completion.

19. Demonstrates excellent interpersonal skills, being able to work effectively with all levels of employees and various types of clients.

20. Develops effective working relationships with all clients for the delivery of contracted and new services.

21. Establishes and maintains the respect and confidence of Operations Directors, Account Directors, site personnel and customers.

B. Business Development.

1. Coordinates all special sales and related activities, working in conjunction with Account Directors to develop a plan to increase revenue by 10% annually.

2. Supports Business Development activity to help generate sales leads and new business.

3. Proactive management of contract renewals

C. Finance.

1. Monitors/evaluates current and account budgets, with emphasis on the management of overhead, labor, materials, and service contract expenses in order to achieve budgeted financial objectives.

Utilizes the financial scorecard on a monthly basis.

2. Leverages P&L’s, Scorecards and Budgets to drive operational and financial performance.

3. Monitors and reviews payroll hours to ensure timely completion and processing and, working in conjunction with Account Directors to ensure accuracy. Makes sure operation and results align with budget.

4. Oversees and monitors the purchasing and inventory control functions for all account locations, working in conjunction with Account Directors and Corporate Finance.

5. Closely monitors receivables, achieving the A/R target for his/her area of responsibility.

6. Develops and administers cost containment/reduction activities among assigned accounts.

D. Human Resources

1. Screens, interviews, and participates in the selection of account leadership (Directors, Assistant Directors, Supervisors and Administrative Assistants working in conjunction with Human Resources.

2. Exhibits ability to fully utilize Kwante and is able to train new staff and support staffing through utilization of the system.

3. Conducts ongoing teaching and training of account leadership and conducts bi-monthly one on ones with Directors.

4. Actively supports those leaders in waiting through focused mentoring.

5. Oversees the selection and hiring of non-Exempt personnel (facilities staff), and ensures compliance with Federal, State and Company guidelines.

6. Evaluates the work performance of all direct reports annually and prepares a succession plan for his/her area of operations.

7. Establishes contingency Operations Director, Area Director, and Account Director Plans in anticipation of new accounts, to ensure timely staffing through identification of current directors who are to be transferred to new accounts.

8. Establishes and implements career development paths for Operations Directors, Area Directors, Account Directors