Manager of Operations

工作内容

• This position is stationed in Kelowna and will involve managing cleaners in the Interior (Kelowna, Kamloops, Ossoyos, Penticton, Salmon Arm and Vernon). Travel is required. The position consists of 4 major responsibilities: 1) Training, 2) Supervising, 3) Reporting, and 4) Maintaining the business with a superior standard. A large portion of supervision and maintaining the business will be overseeing cleaning supervisors in Kelowna and Kamloops. You will be responsible for being the face of the Company and having personal relationships and communications with key management in Interior Health, Fitness facilities, and other accounts. The 5th area of responsibility is key communications is management and to the Office Manager. Working with the latter, you will be required to follow and maintain Company policies and procedures approved by the Company to ensure optimal relationships with both management and the Office manager. The first 5 responsibilities will account for your base salary. You will report to the Director of Operations.
  

The 6th area of responsibility is to build sales through referrals, leads from your own sources, etc. The Company may also engage in full-time sales representatives for this facet. This portion of the position will be discussed further.

JOB DESCRIPTION:

• To Manage existing accounts which will include:
• Training
• As your background is not in janitorial, you have the responsibility to learn all of the operations and procedures needed at each site. You cannot train or assess your supervisors or their cleaners without these skills.
  

ii. Evaluating skills assessment by requesting cleaners and supervisors to perform duties and observe for completeness and compliance; this will include occasional written tests and review of the Employee/Contractor binder

iii. Determine ways to have supervisor improve performance processes and ensure such practices are implemented and shared with all pertinent sites

iv. Evaluate the use of cleaners for over and under time usage- ROI (return on investment). In addition, assess where time issues are not compatible (too much time paid or not enough labour allotted). This includes auditing T sheets or similar data. You must make recommendations for change

• Implement and ensure Safety procedures and processes are known and what to do in all cases: this includes training on hire and ongoing refreshment training and new training when changes are required to be implemented
  

vi. Implement WHIMIS procedures and similar as they pertain to the jobs required, and test cleaners on the knowledge put forth

vii. Ensure supervisors are reviewing proper use of tools/machines, diluting cleaning solutions appropriately, using proper products for proper applications, explaining schedules of work (which vary by day, and need both training and supervision) in each premises, and ensuring they are adhered to

• Supervising supervisors and cleaners which includes
• Ensuring all procedures related to COVID-19 are followed and understood, including proper knowledge in cleaning High Touch, Biohazard spills, Terminal cleaning, and similar important procedures as they are implemented. Ensuring these are placed in all Employee/Subcontractor Binders as required and updated.
  

ii. Monitoring the “service” email multiple times per day, making priorities from issue or complaints, and ensuring these are acted upon the same day

iii. Performing QC (quality control) of a) cleaning sites, b) laundry, c)inventory mgmt., and 4) equipment

iv. Ensuring that the Scope of Work is performed as per the posted task schedules, and when necessary, modifying the task schedules to optimize outcomes

• Optimizing time management. Ie not driving supplies last minute because inventories are not being properly kept
  

vi. Reviewing with supervisors how janitorial schedules are being adhered to, and how these supervisors are meeting those schedules to each area of the premises

vii. evaluating supervisor performance, which includes giving both positive feedback and areas for improvement ongoing. Comprehensive inspections and evaluations will be required and written documentation to supervisors, cleaners and upper management may be requested

viii. Conducting performance evaluations on supervisors and ensuring they do the same effectively with employees annually; training will be provided

ix. maintaining records and submitting reports concerning personnel, equipment, supplies, expenses, and general janitorial activities, and suggestions for offering additional services and ideas to improve efficiency

• take necessary action to correct any issues including reprimanding in writing cleaners as supervisors as necessary, copies of which must be supplied to the Office Manager.
  

xi. report the need for supplies at each site to the respective person for fulfilment as indicated

• Maintaining a Gold standard relationship with current clients, which includes
• interacting formally with on-site management and customers to assess their satisfaction with our service and the need for extra work or attention, or the need to add additional services at additional cost. As a Supervisor, you are an ambassador or the Company and will carefully address issues if they are raised to you understanding that the Client is most important, and that we may have missed something for us to fix, or we are not doing something which needs to be added to the duty roster with, or without cost. In any case you must be the ambassador
  

ii. conducting annual customer feedback rating sheets to evaluate our performance, and following up with any rating less than 10/10; a template will be provided and guidance will be given

iii. relaying all information in ii and iii above to management the same day or next with recommendations for solutions and improvements

• Reporting depending upon importance of issues: if necessary, immediately issues both positive and negative with respect to performance of supervisors and cleaners, and conditions of premises to upper management. Where negative situations arise, you will recommend solutions to management with analysis of costs to remedy. When complaints are made and simple remedies can be done by you or staff, do them immediately once over, report to the client it has been done, and then discuss issues with upper management regarding doing the same process in the schedule
• REQUIRED SKILLS AND ABILITIES:
• Ideally completion of the BCFED OH&S Part 1 & 2 {recommend Nov 20-21]. The course will be paid, or practical experience.
• Strong analytical skills to evaluate situations, and form solutions
• Strong communication skills, primarily verbal, presentation (training) and written (reporting, documenting issues on employees, performance evaluations)
• Basic computer and smart phone knowledge with experience using MS Office including basics of Quickbooks
• Ideally and understanding of profit and loss philosophy with respect to adding people part-time or full-time and the cost to the client or the company for either relative to the need to add the service- ROIM (return on investment of manpower). In so doing, recommendations should be made to minimize cost but full-fill the need. You will be provided with the building budget for each building under your management and you will need to ensure that the area supervisors know their roles, requirements, what is and what is not included with the current contract, what to recommend to management to add as a periodic cleaning outside the contract. Communication with Green and Gold Cleaning management and then with building owners will come from a combination of conversations, with the intention of meeting and exceeding customer’s needs with existing resources, or with the owners investing into additional resources as needed.
• The ability to effectively analyze, plan, organize, prioritize, and meet deadlines
• Multi-lingual capabilities will be considered an asset
• RESPONSIBILITIES FOR COMPANY PROPERTY
• You will be provided with a cell phone which will be your responsibility to keep updated, safe from damage, and never lost. You may be charged from the Company for losing a cell phone in your care.
• You will be provided with a laptop which will be your responsibility to keep updated, safe, free from viruses and mal-use. The laptop is not to be used for personal emailing, web-surfing other than for relevant business reasons; and only used for Company business. Damage or loss of the laptop and its respective bag may incur a cost to you.
• You will be given keys and FOB’s to various buildings. These keys and access devices are protecting the Companies we clean and are paramount. Should you lose or misplace keys or FOBs, you may be called upon for serious issues and possible dismissal. Guard them closely.
• EDUCATION AND EXPERIENCE:
• High School Diploma considered an asset
• Courses specific to Cleaning Supervisory roles (i.e. Building Services Worker) or equivalent
• Valid driver’s license with an acceptable driving abstract
• Acceptable security and criminal record check
• Related experience specifically in a Cleaning Supervisory role or similar
• Exemplary credentials in references to e. above
• COMPANY SUPPORT:
• You may be provided with a Company van for business use. This will be management’s decision.
• In the event you have to do excessive time out of Kelowna, the Company will pay for reasonable meals or accommodation but communication with senior management should be done prior to doing so. The ultimate integrity of the Company and the retention of the customer are priority #1 in such cases, and decisions with, or without management approval will be supported to ensure the above.
• EXPECTATIONS and TIME MANAGEMENT:
• Optimizing time management is crucial in this position. Work smarter, not harder or longer.
• Working in all aspects of the position is to be no more than 8 hrs a day, although these may be spread throughout parts of the day on certain days
• The position is primarily Monday to Friday, barring unforeseen circumstances, in which case you can cut back on other days to compensate
• The Company will require you to complete daily T sheets to monitor activity and evaluate requirements
  

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