Director of Operations

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

SUMMARY

For the assigned region(s) / business unit(s), the Director, Operations is accountable for facility operations management and meeting service delivery obligations, meeting all internal and external requirements, achieving budget and client satisfaction.

KEY DUTIES & RESPONSIBILITIES

People 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 :

• Full involvement with recruiting talent.
• Provides mentoring, coaching and guidance to all team members.
• Objectively recommends compensation adjustments.
• Manages all aspects of performance.

For the assigned region(s) and Business Units

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).
• Manages the BGIS ECE Program for the specific client group.
• Responsible for results and action plans related to the Likely to Recommend Survey.

Client Relationship Management

• Accountable for achieving client satisfaction objectives for the assigned region(s) / business unit(s).
• Accountable for developing and maintaining effective relationships with clients, managing client expectations.
• Position level of client representatives with whom this position typically interacts with include those at the senior management level.
• Acts as the focal point of escalation for issues pertaining to facilities within assigned region(s) / business unit(s).

Profitability

• Achieves profitability targets for the assigned region / business unit(s).
• 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) / business unit(s), Forecasting & Variance Analysis.
• Develops and manages the execution of budget for portfolios within assigned region(s) / business unit(s).

Portfolio Management

• Accountable for operations management for the portfolio of facilities within the assigned region(s) / business unit(s).
• Leads the operations and maintenance activities of a portfolio of facilities along with the execution of the portfolio’s programs.
• Oversees the completion and submission of capital plans.
• Creates and implements short to mid-term plans for the assigned region(s) / business unit(s).
• Provides input into strategic plans.
• Collaborates with relevant concerned parties to optimize facilities within assigned region(s) / business unit(s) and continuously create value for the client.

Service Delivery Management

• Accountable for meeting all service obligations for the assigned region(s) / business unit(s).
• 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.
• Drives service excellence by defining standards, documenting processes and effective oversight of in-field delivery.

Project Management

• Accountable for on-time, on-budget and quality delivery of facility management projects for the assigned region(s) / business unit(s).
• Collaborates with clients and internal concerned parties to identify project opportunities and priorities, develop and implement projects.
• Oversees the development and execution of project plans for portfolios within assigned region(s) / business unit(s).

Procurement

Collaborates with Procurement and Supply Chain Administration teams to source and qualify vendors, source and procure goods and services.

Continuous Improvement

Collaborates with concerned parties and contributes to efficiency gains through activities including but not limited to identifying and implementing best practices;

reviewing, refining and / or developing, implementing processes, technologies and sustainable practices, and leveraging self-perform wherever possible.

Implements related enhancements for the assigned region(s) / business unit(s).

Regulatory, Health and Safety requirements

• Ensuring all regulatory compliance, Health, Safety, Environment & Security, Risk Management, Emergency Preparedness and Business Continuity planning and execution requirements have been met and all related documentations are created and maintained.
• Other duties as assigned.

KNOWLEDGE & SKILLS REQUIRED

Minimum Education : Business or Engineering related University degree or College certificate is preferred. Trade Certificate of Qualification, .

or another technical accreditation would be considered an asset. Manufacturing Supply chain and Distribution Corporate Office environment Retail

• More than 10 years of facility management work experience.
• Strong operations management skills and background in the area of skilled trades / technical services delivery and operations.
• Facility management industry work experience in one or more of the following sectors would be considered an asset :
• Strong people leadership skills.
• Strong communication, influencing and persuasion, interpersonal and negotiating skills.
• Proven business management skills with strong business acumen.
• Strong client relationship management skills.
• Strong data analysis skills leveraging data to make effective management decisions.

Licenses and / or Professional Accreditation

Business or Engineering related University degree or College certificate is preferred. Certified Facility Manager from International Facility Management Association.

Certified Property Manager from Institute of Real Estate Management. Facility Management Administrator Designation from Building Owners and Managers Institute.

Real Property Administrator Designation from Building Owners and Managers Institute.

One or more of the following would be considered an asset :

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!