Senior Operations Manager (47876)

Position Summary

The Senior Operations Manager is responsible for the oversight and management of an significant segment of US&S’ janitorial operations portfolio. The Senior Operations Manager is exceptionally familiar with each assigned client’s operating profile, current and potential service requirements, and labor utilization. He/she coordinates resources to ensure that we exceed customer expectations and provide quality operations in an efficient manner. The Senior Operations Manager serves as a subject matter expert regarding all aspects of these janitorial contracts and is a key consultant to prospective clients, current clients, executive management and employees. This role also generates new business revenue through existing account operations and the development of new prospects. The Senior Operations Manager may determine levels of resources required by prospects and assist with writing proposals and bids as needed.

Reporting Relationships

• Reports directly to the Assistant Director of Operations for Janitorial Services.
  
  

Other Key Relationships

Internal

• Janitorial Operations Management Team
• Janitorial Staff Members
• Human Resources Team
• Administrative Staff
  
  

External

• Clients and Client Representatives
• Vendors
  
  

Essential Job Functions

Through the employee’s own efforts, and the coordination of others, the employee accomplishes the following essential functions:

• Manage his/her extensive operations portfolio to ensure contractual requirements are being met or exceeded and that work is being completed in an efficient and safe manner.
• Develop and maintain effective relationships with clients and prospects.
• Represent US&S favorably at all times to internal and external stakeholders and prospects, developing a pipeline of future referral sources.
• Compile operating plans identifying the tasks, frequencies, staffing, methods, material and equipment needed to comply with the contract, satisfy customer expectations and ensure the safety of staff members.
• Identify the client’s senior managers and encourages feedback on performance.
• Attend industry functions, such as association events and conferences, and provide feedback and information on market and creative trends.
• Resolve any concern, problem, or complaint immediately and ensures systemic corrections addressing the root cause are implemented.
• Serve as a subject matter expert within the field of janitorial operations.
• Consult with management, clients, prospective clients and staff in regard to all matters concerning janitorial operations.
• Provide technical expertise, information and assistance regarding assigned functions; participates in the formulation and development of special projects, policies, procedures and programs as requested.
• Assist in the process of acquiring new accounts and promoting other growth strategies.
• Notify management of opportunities for new programs/operations and introduce appropriate contacts.
• Support proposal process as requested by management; evaluate resources and staffing requirements and develops pricing structures for bids and proposals.
• Advise the senior management team about the general background on prospective client operations, plans, and personnel.
• Effectively leverage network and relationships to establish a pipeline of prospects.
• Work with the management team to develop proposals that reflect the client’s needs, concerns, and objectives.
• Develop and implement strategies that maximize efficiency and decrease operating costs.
• Monitor inventory and purchasing.
• Oversee budgets and assist with forecasting future budgetary needs.
• Identifies opportunities for improved processes and technologies, customer coordination, material delivery and use, staffing efficiencies and cost reduction.
• Oversee service and material procurement, subcontractors and contract administration and payment.
• Review billing and coordinates invoice approval and billing procedures as needed to expedite timely payment by customer for operations and materials.
• Ensure that all corporate procedures for purchasing, customer invoicing and collection, and contractor invoice approval and processing are met.
• Effectively supervise and mentor operations managers, supervisors, and other team members as needed within assigned operations portfolio.
• Ensure adequate staffing. Oversee overall scheduling, training, workflow
  
  

assignment, and team performance.

• Oversee the necessary adjustment of schedules and workflow in response to routine and non-routine issues in order of priority and staffing needs.
• Assist with the selection and effective onboarding/orienting of new staff as needed.
• May train staff members on job methods & procedures, proper use of equipment and chemicals, best practices for cleaning and maintaining various types of facilities and surfaces and working safely. Ensure all staff are trained prior to performing job functions and that the training is properly documented and maintained.
• Ensure labor law compliance and that team members are following established cleaning procedures and protocols as well as complying with safety regulations and procedures.
• Motivate and engage team members; communicates effectively with team.
• Appropriately monitor staff performance; provide feedback, ongoing training, and assistance to team members as needed.
• Effectively respond to employee concerns and/or problems; proactively take appropriate corrective action measures as needed.
• As needed, make recommendations to the Account Manager and Supervisor of Janitorial Operations regarding employee performance management, promotions, transfers, disciplinary actions and terminations.
• Administer performance evaluations in accordance with US&S procedures.
• Actively advance succession plan objectives by developing others and holding managers accountable for doing the same.
• Ensure compliance with applicable safety, quality, CIMS certification, human resource, and other policies, protocols, and requirements.
• Observe team and work, safety, and quality assurance practices during site visits. Intercedes as needed.
• Ensure compliance with quality assurance programs for client locations, assessing training implementation and documentation, the implementation of plans of corrective action, as well as personnel and safety practices.
• Ensure all CIMS protocols are being followed.
• Proactively initiate, implement, and monitor actions that optimize safety and decrease workers comp claims and other costs associated with preventable injuries.
• Review all Incident Reports and proposed corrective actions to prevent future recurrence; ensures the implementation of plans of corrective actions to minimize future incidents and near-misses.
• Ensure regular US&S safety training is conducted and documented appropriately.
• Provide assistance with janitorial/custodial duties as needed and appropriate.
• Perform various reporting and administrative work.
• Ensure compliance with applicable federal, state and local laws and regulations. Adheres to all Company policies and procedures (including, but not limited to, those prescribed in the US&S Employee
  
  

Handbook and the US&S, Inc. Safety and Health Program Manual), as

well as client requirements.

• Attend meetings and trainings as appropriate to maintain and enhance job knowledge and skills.
• Receive and respond to inquiries, concerns, complaints and requests for assistance regarding areas of responsibility.
• Other job duties as assigned.
  
  

COMPETENCIES

• Relationship Building – Has the ability to connect and influence a large and diverse group of people; is seen as a bridge builder and someone who is “good to work with;” can build and maintain meaningful professional relationships.
• Customer Service Orientation: Demonstrates concern for satisfying US&S’s external and/or internal customers. Responds appropriately to client concerns or requests. Informs the client that he/she is willing to work with them so that their needs are met. Presents a cheerful, positive manner with clients. Maintains and communicates a positive “can do” attitude.
• Leadership: Effectively and proactively directs operations, activities or performance to achieve, with others, the organizational mission, values and goals.
• Managing Performance: Takes responsibility for one’s own or one’s employees performance by setting clear goals and expectations, tracking progress against the goals, ensuring feedback, and addressing performance problems and issues promptly.
• Developing others: Delegates responsibility and develops others by coaching and training. Provides helpful specific feedback to others. Gives people assignments that will help develop their abilities. Regularly meets with employees to review their development progress. Recognizes and reinforces people’s developmental efforts and improvements.
• Results Orientation: Has a strong sense of urgency about solving problems and getting work done. Focuses on the desired result of one’s own or one’s unit’s work, setting challenging goals, focusing effort on the goals and meeting or exceeding them.
• Attention to Detail and Thoroughness. Ability to inspect the quality of work performed and ensure thorough completion. Consistently completes work with little or no supervision. Is present, punctual and committed to doing the best job possible.
• Orientation Toward Safety: The ability to recognize and initiate the minimization of safety risks, the promotion of stake-holder well-being, and awareness and focus on learning from near misses and other incidents. The ability to recognize one’s own influence over optimizing a culture of safety and capitalizing on that through communication with coworkers and supervisors, as well as initiating intervention as needed. Having a positive attitude towards safety, placing priority on compliance and the continual improvement of an organization’s safety program are crucial steps in achieving a culture of safety.
  
  

Work Environment / Requirements

Physical Requirements

• Physical requirements for the Janitorial Senior Operations Manager requires being able to perform the following:
  
  

Sedentary work, involving the need to sit most of the time, with walking or standing required only occasionally. During site visits, will be required to stand for long periods of time and may, on occasion require the need to exert up to 50 pouinds of force occasionally (e.g., to provide training to employees, to model work standards, etc.).

• The physical activity for the Senior Operations Manager is occasionally being able to perform the following:
• Climbing. Ascending or descending ladders, stares, and ramps using feet and legs and/ or hands and arms.
• Balancing. Maintaining body equilibrium to prevent falling and walking, standing and crouching on narrow and slippery surfaces to clean.
• Stooping. Bending body downward and forward by bending spine at the waist.
• Kneeling. Bending legs at knee to come to a rest on knee or knees.
• Crouching. Bending the body downward and forward by bending leg and spine.
• Reaching. Extending hand(s) and arm(s) in any direction.
• Standing for sustained periods of time.
• Walking. Moving about on foot to accomplish tasks, and has an ability to navigate from one location to another. Must be able to ambulate long distances, (up to three miles) to navigate the premises of the site.
• Pushing. Using upper extremities to press against something with steady force in order to thrust forward, downward or outward.
• Pulling. Using upper extremities to exert force in order to draw, haul or tug objects in a sustained motion.
• Lifting. Must raise objects from a lower to a higher position or move objects horizontally from position to-to-position.
• Manual dexterity that allows the use of hands and fingers to turn on machines and safely push a mop and / or buffing machine.
• Feeling. Must be able to perceive attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips. Assesses potential safety threats , such as by exposure to chemicals and heat from malfunctioning equipment.
• Talking and hearing. Able to express and exchange ideas by means of the spoken word. Ability to receive detailed information through oral communication and to make the discrimination in sound.
• Repetitive motions. Substantial movements (motions) of the wrist, hands, and and/or fingers.
• Subject to vibration and exposed to oscillating movements of the extremities and whole body, such as when using a buffing machine that needs to be controlled while vibrating.
• Heavy work. Exerting up to 50 pounds of force occasionally.
• Visual Acuity
• Required to have visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned and to make general observation of facilities or structures.
• Working Conditions
• Required to work inside and outside, while being exposed to various climates for short periods of time (less than one hour).
• Subject to hazards which includes a variety of physical conditions, such as proximity to moving mechanical parts, electrical currents, and exposure to chemicals.
  
  

Driving and Insurance Requirements

• Valid driver’s license with clean driving record.
• Reliable transportation.
  
  

Travel

• Approximately 40% of work time will be spent at locations outside the corporate office. This frequent travel is required in order to meet with clients, prospective clients, perform work site visits and so on.
  
  

General Working Hours / Shifts

• Works mostly typical business hours, but on occasion will need to work some evenings and/or weekends to accommodate client need and/or perform site visits or inspections.
  
  

Working from Home

• This job cannot be completed working from home.
  
  

The physical demands described here are representative of those that must be met by an employee to successfully perform the Essential Functions. Reasonable accommodation may be made following an employee’s request and subsequent HR follow-up (which may require additional information to determine the need, type, and duration of potential accommodation). US&S will engage in a good-faith interactive process with regards to a potential accommodation.

Required Education & Experience

Minimum Education & Requirements:

• Associate or bachelor’s degree in related field or equivalent professional experience.
• Well-developed communication, leadership, and customer service skills.
• Ability to work well with others and foster a positive team environment.
• Ability to multitask and prioritize tasks effectively.
• Knowledge of cleaning techniques, chemicals, and equipment.
• Strong attention to detail.
• Familiarity with safety regulations and procedures.
• Proficiency with Microsoft Office Suite and standard business technology.
• Ability to pass background screening.
• Ability to pass pre-employment and ongoing drug and alcohol screening tests.
• Ability to pass requirements to obtain a security badge, as needed by the client.
• Authorization to work in the US as per the E-Verify database.
  
  

Years of Experience

• 6 or more years of experience managing janitorial services operations.
  
  

Preferred Education & Experience

• 7 years of experience managing janitorial services operations.