Senior Manager, Tenant Communications

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

The Senior Manager, Communications is primarily responsible for developing, implementing and managing the Account Relationship and Communications programs.

The position requires a strategic approach and integration with the facility management, project delivery and other workstreams that are responsible for the delivery of services within the buildings.

Program development requires a comprehensive understanding of commercial real estate and the role of Business Units within buildings.

Operational expertise and strong communication skills are required to develop communication strategies at a Provincial, Regional or building level.

The position is responsible for supporting a multitude of programs and priorities to ensure Occupant and Business Unit Satisfaction.

Relationship development and management is key to this position. Expertise with all different communication mechanisms within the built environment is a requirement.

In addition, the role supports the account leader in achieving greater efficiencies, cost savings and client satisfaction by implementing and driving a consistent approach in the execution of facility management programs for a portfolio of buildings.

KEY DUTIES & RESPONSIBILITIES

Safety Ownership and Regulatory Compliance :

Comply with all internal and external requirements including but not limited to environmental, health and safety, fire protection and mandated by BGIS Health Safety and Environment Teams and enforced by law.

Account / Individual Development

At BGIS our culture is based on 3 key foundational items :

• Culture of Care for each other, our clients, partners and our communities
• High Performing Teams who go Above and Beyond to deliver exceptional services INTEGRITY - OWNERSHIP RESONSIVENESS - INITIATION VISIBILITY - DRIVE - INTEGRATION are core to high performance
• Unwavering Commitment to Sustainability where we do everything with a focus on preserving our earth

Account Governance and all the roles in support of governance, including Communications is core to our Success. Communication roles are laser focussed on all the contractual communication requirements of BGIS towards our accounts and also on facilitating much of the on account and corporate support communications to keep our teammates and corporate support resources aware of key activities at the account.

The Senior Manager of Communications role is to have a deep and detailed understanding of the various sections of the account Master Service Agreement, Statement of Work and Schedules that articulate the expectations and obligations of BGIS and understand how Communications is key to us meeting those expectations.

For success, this role must develop constructive relationships with the client and work in collaboration on an overarching communications plan for both the account and the client.

Finally, the role will need to understand the operational communications needs of all service delivery team members, in particular Facility Management and Project Management.

This role will work in collaboration with all key BGIS departments to ensure full support of all activities and play a key role in our INTEGRATED approach to contract governance and communications.

Our Commitment to ESG, the Communities we Serve and our Earth

Environment, Energy, Diversity and Sustainability

This role will have the opportunity to work in Collaboration with various teams to learn about the ESG programs and initiatives that can support you in serving the client.

We encourage participation in the many community events and the application / execution of key programs in client accounts as applicable.

Opportunities for Development :

At BGIS we are committed to the development of our people offering them opportunities to learn and grow into various roles.

Success in the role offer Team Members the opportunity to explore various roles some include : On Account Governance and Operational Leadership Facility Management Office Roles to support Accounts - Project Management roles to lead and execute projects - Governance and Reporting roles.

Leadership and Recognition

• 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

Communications General

• Senior Manager Communications will collaborate with IO to deliver communications and stakeholder engagement activities to provide open, transparent, effective and proactive communications with Province Clients.
• Role will respond to communications issues in accordance with Approved timeframes and review and / or provide communications and / or technical materials as reasonably requested by IO Corporate Communications and Media Relations.
• Be responsible to make available appropriate resources to work effectively with IO Corporate Communications and Media Relations to proactively manage and perform its communications responsibilities in accordance with IO’s communications requirements and IO Policies.
• Work with IO to promote and enhance IO’s branding efforts and uphold the value of the IO brand.

Communications Plan Development and Maintenance

Role will develop, maintain and implement a Communications Plan which will include :

• Communications roles and responsibilities;
• Communications team;
• Tools used to communicate with various stakeholders;
• Communication process in accordance with Incident Notification and Management Process;
• Process and samples of day to day communications, routine and non-routine communications;
• Process and samples of tenant communications;
• Communication templates;
• Communication protocols for each type of notification (operational, engagement, required notifications, ;
• Protocols for external, third party, media or public communications;
• Compliance with Applicable Law including the French Language Services Act;
• Engagement with Province Clients and Ministry Stakeholders;and
• Asset Renewal and Client Works communications.
• Designs, develops and successfully executes various communication strategies and components at a Provincial, Regional, Business Unit and Building level.
• Supports clients in meeting evolving communication requirements unique to their needs and portfolio.
• Implements communication plans for new assets added to the contract.
• Implements communications and advocacy programs, to foster sustainable practices with Business Units and Occupants.
• Manages the creation of communications materials, such as handbooks, templates, notices and presentations that align and support client communications.

Communications Working Group / Communications Operations

• In collaboration with IO, will form and lead a communications working group and will liaise with IO’s co-lead.
• Senior Manager Communications will be responsible for the overall quality of BGIS’s communications, including providing a final review and Approval of all public communications material and working to meet the overall standards and protocols as established by the working group.
• Maintain ongoing and regular day-to-day communications with IO Contract Manager and IO managers.
• Support BGIS Facility Managers and Project Managers with communications to appropriate IO representatives, on an as required basis, to ensure that the Services are provided in a manner that does not disrupt the Properties’ operations or IO activities or create any risk to the Properties.
• Communicate to the Property Occupants or the IO’s designated contacts, based on Approved protocols and formats.
• Develop and maintain routine and non-routine communications protocols and formats as approved by IO and amend the protocols and formats as directed by IO during the Term;
• Fosters relationships with target stakeholders to improve the occupant experience within the buildings.
• For specific Asset Renewal and Client Works which may be complex, include multiple stakeholders, impact occupants, be of an elevated profile or any other criteria as determined by IO at its sole discretion, develop an ARCW specific communications plan to address required project communications needs
• As required, at select Properties, develop an engagement plan and provide support to IO on-site to support in the roll out, training and / or demonstration of new initiatives or product launches to improve client experience, relationships and understanding
• As required, develop an engagement plan and provide support to BGIS Account leadership with support in the roll out, training and / or demonstration of new BGIS initiatives or product launches to improve team member experience, relationships and understanding
• Provide necessary information to enable IO to respond to information requests or develop communications, content or products as required by IO to respond to internal or external requirements.
• Respond to all formal communications issued by IO, such formal communications include, but are not limited to, IO providing direction, carrying out an escalation, introducing a new or change in process, updating a standard, noting a non-conformance or default
• Ensure that all communications materials with respect to the Services comply with the Accessibility for Ontarians with Disabilities Act, 2005 (Ontario).
• Produce quarterly client communications in an electronic format in collaboration with IO. The communication will follow IO’s Style Guide and be branded as an IO publication.

Content will be targeted for Property Occupants and will include Property specific information, thematic content and corporate IO and Ontario Public Service ( OPS ) content as appropriate.

IO Corporate Communications will be responsible for developing the corporate content and incorporating any relevant OPS content.

BGIS will be responsible for developing the Property specific and thematic content for Approval

• May use the following communications platforms, as amended from time to time and as directed by IO, to provide regular communications to IO, Property Occupants and Province Clients : Property sign boards including electronic displays andmedia;
• IO’s customer portal;
• BGIS portal; Approved Social Media Platforms; and
• Email (Approved distribution lists).

Media & Public Relations

• Analyzes media coverage and adjusts tactics and strategies accordingly.
• Supports proactive and reactive media relations strategies and provides direction to stakeholders on media policy.
• Develops content for social media, websites, newsletters, press releases and any other distribution channels.
• Refer all external, third party, media and public communications requests relating to the Services or this Agreement to IO and support IO as required by IO in the collection of information and the development of appropriate responses to any enquiries
• Communicate with a third party or external party if it specifically relates to the provision of the Services and only if the third party or external party adheres to the confidentiality requirements included in the Agreement or has been Approved.
• In the event IO approves contact with the media by BGIS, Senior Manager Communications will follow parameters and allowable topics by IO

Technology

• Leverages technology to increase effectiveness identifies new tools and technologies to expand reach and better target.
• Supports the development of SharePoint (RealConnect) and other communication and reporting vehicles.

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 .

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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