Associate Operations Manager

The Operations Centre is a 7/24/365 critical environment providing facilities management contact centre services to 50+ BGIS client accounts in multiple languages, across multiple times zones in Canada and the US.  The Associate Operations Manager – Operations Centre is responsible for operations and budget management, service delivery management, project management, client relationship management, health and safety, and emergency preparedness and business continuity for an assigned portfolio of client accounts. 

At this position level, the individual is responsible for:

• Highly complex service delivery; and/or
• Multiple client accounts and/or significant service delivery regime in a single, complex client; and/or
• Contract requirements that are highly complex; and/or
• Direct reports may include Team Development Managers, Team Leads in addition to Facility Services Coordinators

• On-call responsibilities for a 7/24/365 critical environment 

  
  

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 not limited to: 

• Involved with recruiting talent. 
• Providing mentoring, coaching and guidance to all team members. 
• Objectively recommending compensation adjustments. 
• Managing all aspects of performance. 
• Proactively supporting all initiatives that support employee engagement. 
• Works with Operations Centre leadership team ensuring that team members are managed fairly and consistently.

Portfolio Management

• Manages service delivery to a portfolio of client accounts or a single client account of sufficient magnitude and/or complexity.
• Responsible for ensuring departmental KPI objectives are met by leading scheduling initiatives via WFM software.
• Creates, implements and documents service delivery regimes associated with each client account.
• Collaborates with relevant parties concerned (internal and external) on service delivery including the management of all escalated issues.
• Oversees the implementation of service delivery program changes as required.
• Oversees service delivery activities and performance of internal Team Members.  Ensures work is completed on time and that quality requirements are met.
• 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.
• Collaborates with relevant parties concerned to optimize assigned portfolio and continuously create value for the client.

Service Delivery Management

• Responsible for meeting contractual service delivery obligations for each designated client environment.
• Resolves problems and/or conflicts and maintains open communication with the client account team and specific clients including providing written reports in response to escalations.
• Recommends solutions and implements appropriate actions for issues.
• Monitors service delivery performance against established metrics/key performance indicators.  Identifies gaps, develops and executes corrective action plans to ensure all objectives are met.
• Monitors service delivery ensuring agreed upon scope is maintained and escalates to senior management, where required.
• Provides 24/7/365 on-call coverage to front-line team on a rotational basis. 
• 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.

Client Relationship Management

• Develops and maintains effective relationships with clients and account teams.  Ensures ongoing client satisfaction.
• Supports reporting of escalations for issues pertaining to service delivery.

Risk Management, Emergency Preparedness and Business Continuity Planning and Execution

• Supports and executes emergency preparedness, risk management, disaster recovery and business continuity plans.
• Collaborates with relevant parties concerned on incident management-related requirements.

Health, Safety, Environment & Security

• Acts as the focal point of contact and collaborates with Environmental, Health, Safety and Security Team to ensure ongoing compliance with all health and safety related legislation and requirements. 
• Monitors and is responsible for the safe delivery of all work performed within office and remote locations.

Project and/or Program Management (including Client Transitions, Program Implementations & Technology Implementations/Upgrades)

• Participates as a member of the Operations Centre team in company-wide projects.
• Liaise with relevant concerned parties to ensure projects are delivered with minimum disruptions to service delivery.

Regulatory Compliance

• Ensures all regulatory compliance requirements have been performed, and all related documentation are created and maintained.

• Community college diploma.
• Minimum of 5 years of facility management work experience.
• Skilled at contact centre service delivery management. 
• Skilled at managing service delivery and meeting client obligations.
• Skilled at emergency preparedness and business continuity planning and execution. 
• Intermediate budget management abilities. 
• Well-developed communication, influence, persuasion and negotiation skills.
• Superior written communication skills. 
• Skilled in client relationship management. 
• Developed and demonstrated leadership skills. 
• High degree of client service orientation and sense of urgency.
• Skilled at delivering projects. 
• Possesses a continuous improvement and quality mindset and seeks to continuously improve processes and incorporate best practices where applicable.
• Maintains current knowledge of contact centre service best practices.
• Solid level knowledge of building management from the perspective of responding to repair requests. 
• Business Management.
• Leadership Certificate.
• Contact and/or Customer Service Professional accreditation. 
• Certified Facility Manager through International Facility Management Association (IFMA).
• Certified Property Manager through Institute of Real Estate Management.

Professional Accreditation - One or more of the following – preferred:

• Business Management.
• Leadership Certificate.
• Contact and/or Customer Service Professional accreditation. 
• Certified Facility Manager through International Facility Management Association (IFMA).
• Certified Property Manager through Institute of Real Estate Management.

This is a regular, full-time position with a salary range of $84,493 - $105,616 per annum. The starting salary will be based on the successful candidate’s competencies, including but not limited to experience, education and performance related to this role. 

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