Who We Are
BGIS is a leading provider of customized facility management and real estate services. With our combined team of over 6, 500 globally, we relentlessly focus on enabling innovation through the services we deliver, while actively looking for new opportunities that will enable 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. Further information is available at www.bgis.com
SUMMARY
For the assigned region(s), the Director, Operations is accountable for operations management and meeting service delivery obligations, meeting all internal and external requirements, achieving budget and client satisfaction. In addition, this role is also responsible for contributing to strategic and account management plans and objectives and people leadership.
KEY DUTIES & RESPONSIBILITIES
For the assigned region(s)
Account Management
- Continuously engages clients in discussions to understand and anticipate needs, identify and recommend additional services.
- Provides input and contributes to the development and execution of strategic account expansion plans.
- Recommends additional pull-through services.
- Participates in and contributes to quarterly business reviews.
- Contributes to contract renewal and business development activities.
- Contributes to account governance.
- Adherence to Contract Specific MSA (Master Service Agreement).
- Responsible for all escalations and inquiries for all ITS delivered services on accounts within portfolio.
- Working with all levels of IFM leadership and Technicians to deliver profitable and high-quality services.
- Fostering and growing the ITS high complexity line of business.
- Ensuring that all ITS product lines for ITS accounts have maximum self-performance.
- Collaborating with IFM account team to understand the operational challenges and provide solutions.
- Reviewing higher complexity technical issues to ensure that solution is managed to minimize risk, while including all appropriate stakeholders for updates.
Client Relationship Management
- Accountable for achieving client satisfaction objectives for the assigned region(s).
- Accountable for developing and maintaining effective relationships with clients, managing client expectations. Both internal BGIS account clients and account representatives directly when required.
- Position level of client representatives with whom this position typically interacts with include those at the senior management level, internal and external.
- Acts as the focal point of escalation for issues pertaining to facilities within assigned account/region.
Profitability
- Achieves profitability targets for the assigned region/account.
- Participates in, provides recommendations, and contributes to continuous improvement projects to achieve efficiency gains and cost savings.
Budget Development & Management
- Accountable for budgeting for assigned region(s), Forecasting & Variance Analysis.
- Develops and manages the execution of budget for portfolios within assigned region(s).
- Identify Guaranteed Savings opportunities and monitoring target to identify risk.
- Grow the ITS footprint on IFM accounts YoY, identifying risks and opportunities for ITS revenue.
- Review and resolve invoice referrals/escalations.
- Review and resolve invoicing errors.
- Review and approval of invoices for payment (Oracle).
- Respond to account inquiries regarding invoicing-related matters.
- Use of third party only when verified that ITS cannot self-perform, ensuring that systems and controls are in place to use approved vendors.
Portfolio Management
- Accountable for operations management for the portfolio of facilities within the assigned region(s).
- Leads the operations and maintenance activities of a portfolio of facilities along with the execution of the portfolio’s programs.
- Oversees any ITS insights or suggestions for capital plans.
- Creates and implements short to mid-term plans for the assigned region(s)/account.
- Provides input into strategic plans.
- Collaborates with relevant concerned parties to optimize facilities within assigned region(s)/account and continuously create value for the client.
Service Delivery Management
- Accountable for meeting all service obligations for the assigned region(s)/account.
- Oversees the delivery of all service obligations.
- Accountable for meeting established metrics/key performance indicators. Leads the operations team in the development and implementation of action plans to remediate gaps, where applicable, to ensure objectives are met.
- Accountable for ensuring compliance to all legislated, corporate and industry-related requirements and guidelines including but not limited to environmental, health and safety, and building standard requirements.
Risk Management, Emergency Preparedness and Business Continuity Planning and Execution
- Accountable for safeguarding the accounts against emergencies and risks by ensuring emergency preparedness, risk management, disaster recovery and business continuity plans are developed and that relevant concerned parties are trained to ensure proper execution for all work that ITS is responsible for.
- Oversight and engagement in Emergency Management.
Health, Safety, Environment & Security
- Accountable for meeting all internal and external health, safety, environment and security-related requirements
- Accountable for the safe delivery of all work performed.
Regulatory Compliance
- Accountable for ensuring all regulatory compliance requirements have been met and all related documentations are created and maintained.
People Leadership
- Accountable for employee-oriented activities including but not limited to employee engagement, development and performance management, hiring and retention, compensation recommendations.
- Employee Satisfaction Scores and employee recognition (development and implementation of action plans to improve ESAT scores)
- Day to day support and team oversight/management.
- Other duties as assigned.
KNOWLEDGE & SKILLS
- Post Secondary degree or diploma.
- More than 10 years of facility management account work experience.
- Highly-skilled at account management.
- Highly-skilled at facility operations management.
- Highly skilled at client relationship management with demonstrated ability in building and managing relationships with client representatives at the senior management level.
- Highly skilled at managing service delivery and meeting service delivery obligations.
- Skilled at managing budgets.
- Fully-developed communication, influence, persuasion and negotiation skills.
- High degree of client service orientation and sense of urgency.
- Highly skilled at leading and engaging a team of individuals.
- Skilled at vendor management.
- Highly skilled at emergency management, emergency preparedness and business continuity planning and execution.
- Possesses a sustainability mindset and seeks to incorporate sustainable practices within assigned portfolio where possible.
- Expert level knowledge of health and safety requirements. Possesses a high degree of safety mindset.
- Maintains current knowledge of and highly skilled at implementing facility management services best practices.
- Expert level knowledge of current building standards and requirements.
- Possesses a continuous improvement and quality mindset along with a desire to continuously seek and incorporate innovative practices and technologies in order to deliver value to the client.
- Technical competency/understanding of building related systems i.e. BAS, HVAC, FLS, etc.
Licenses and/or Professional Accreditation
- One or more of the following is required. Equivalent industry Facility Management designations will be taken into consideration.
- Certified Facility Manager from International Facility Management Association.
- Facility Management Administrator Designation from Building Owners and Managers Institute.
- Real Property Administrator Designation from Building Owners and Managers Institute.
At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organization. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds . We recognize that promoting diversity is an essential component of our continuing pursuit for organizational success!
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.
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