Address
Form of workFull job description
Key Purpose
The Operations Supervisor assists the Site Operations Manager with the planning, organizing, and directing of operational and soft service lines to achieve the facility objectives while working within the client and ISS corporate standards of quality. Operational and soft service activities include janitorial, dishwashing, cart attendants, and other activities as determined by the Site Operations Manager.
The Operations Supervisor interfaces with direct reports, necessary vendors, and local stakeholders as required. This role focuses on executing and optimizing operational and Soft Services’ team responsibilities to ensure seamless, reliable, and efficient delivery of services. A major emphasis of this position will be to communicate with team members on a consistent basis and provide oversight of the team accordingly to ensure necessary coverage during business hours for all operational and soft service lines. This candidate must drive safety, service excellence, and customer experience at their respective working location.
Ultimately, the successful candidate will be able to navigate comfortably in a dynamic and fast-paced environment while balancing responsibilities of the role, providing oversight and stop gap support for the facility team, and meet deliverables as set by the Site Operations Manager. Business continuity of services with effective team supervision and schedule management will be critical to success in this role.
Additionally, this role will work directly with their employees to ensure consistent training is delivered. This role will be asked to flexibly cover and augment roles in case of employee turnover or customer demand increases.
Success Criteria
Clear linkage between OneISS vision, transformation, and business excellence
Ability to work within tight timelines
Participate and embrace the development opportunities within group
Ability to guide colleagues in embracing process improvement measures
A drive to creative problem solving for new challenges
An interest in standardizing solutions to recurring challenges
Key Areas of Collaboration and Influence
Communicate effectively with colleagues at multiple accounts and across the company so that information is disseminated effectively and participate in project groups and meetings as required
Transfer best practice
Use the account successes to promote and further develop ISS
Ideal Candidate Experience
3+ years supervisory experience in a Facility Management Operations/Janitorial/Maintenance role with a strong emphasis on customer service
Experience leading/managing frontline teams meeting operational SLA’s and compliance requirements
Demonstrates strong skills in: Communication, Decision-making, Leadership, and Problem-solving
Demonstrates professional and customer service aptitude
Basic computer proficiency skills (Excel, Word, Outlook, CMMS Systems, Smartphone Systems)
Experience in CMMS software systems and work order management as it pertains to execution of services and coordination of employees involved
Demonstrate strong skills in all areas related to supervisory responsibility in facility management for janitorial, dishwashing and labor management for high foot traffic buildings with a large footprint
Key Accountabilities
Highly visible and typically the first point of contact for operational and soft service team members and second point of contact for local customers. Will be first point of contact when Site Operations Manager is not present.
Lead and provide support to the team to ensure the facility is clean, free of trash, and without safety concerns. Restrooms are to be stocked 100% of the time during store operating hours.
Lead and provide support to the team to ensure the dishwashing and food areas are clean, available, organized, and compliant with all safety or health codes.
Lead and provide support to the team to ensure the site interior shopping tools maintain appropriate inventory levels as well as encourage safe and efficient outdoor working for cart collection/availability. This includes appropriate disinfection methods.
Lead by example and work directly with site employees to quality control our services. Cover shifts as required to ensure service line continuity.
Communicate with on-shift and off-shift site operational employees to ensure no gaps in coverage in operational or soft service lines during store operating hours.
Coaches and encourages the team to have the knowledge, confidence, and empowerment to make decisions that have a great customer experience outcome.
Monitors performance against agreed goals, adapts and acts when required and analyzes customer concerns, meets KPI's/SLA’s. Partner with Site Operations Manager to complete any root cause analysis to make future improvements, as needed.
Monitors operational service lines to identify efficiencies and gaps to develop actions to improve customer experience.
Assists with the hiring, onboarding, and training of Operational and Soft Service team members.
Drive a culture of proactivity and contribute in a positive way to the facility operations to effectively prevent or address potential problems.
Lead Team Board (all hands) meetings on site in partnership with Site Operations Manager.
Advise the Site Operations Manager on decisions relating to the facilities operations and performance.
Ensure all health and safety requirements are established and followed by on site staff and sub-contractors.
Manage general activities related to enhancing work performance and providing services in a safe and efficient manner.
Promote responsibility for safe and controlled work environments.
Support parking lot management on any applicable peak shopping day.
Physical Demands & Work Environment
Must possess valid state driver’s license; may be required to travel via car within a specific metropolitan region
Prolonged periods walking or standing
Must be able to lift, carry, and place up to 50 pounds at a time
Must be able to work days, nights, weekends, and/or holidays as needed
Must be able to bend, stoop, and wipe frequently
Must frequently immerse hands in water
As a global organization, ISS Group is committed to making the international community more resilient and just for all people. We encourage diversity and inclusion in their broadest terms, including ethnicity, race, age, gender, gender identity, disability, sexual orientation, religious beliefs, language, culture, and educational background. We look to lead our industry by example and to positively influence the market wherever we operate.
ISS, une société leader dans le domaine de l'expérience sur le lieu de travail et de la gestion des installations, fournit des solutions de création de lieux qui contribuent à améliorer les performances de l'entreprise et rendent la vie plus facile, plus productive et plus agréable - fournies selon des normes élevées par des personnes attentives. ISS est convaincu que les personnes créent des lieux et que les lieux créent des personnes. De la stratégie aux opérations, ISS s'associe à plus de 60 000 clients dans plus de 30 pays pour offrir des lieux de travail, de réflexion et d'échange, et est servi par 471 056 employés qui relient les gens et les lieux chaque jour. En 2019, ISS a réalisé un chiffre d'affaires de 78 milliards de couronnes danoises. Son siège social est situé à Copenhague, au Danemark.
JOB DETAILS
Date posted:
MAR 28, 2023
Country:
CANADA
Location:
QUEBEC, QUEBEC, CA, G1X 0E4
Job Category:
CLEANING
Full time/Part time:
FULL TIME
Requisition ID:
34109
The Operations Supervisor assists the Site Operations Manager with the planning, organizing, and directing of operational and soft service lines to achieve the facility objectives while working within the client and ISS corporate standards of quality. Operational and soft service activities include janitorial, dishwashing, cart attendants, and other activities as determined by the Site Operations Manager.
The Operations Supervisor interfaces with direct reports, necessary vendors, and local stakeholders as required. This role focuses on executing and optimizing operational and Soft Services’ team responsibilities to ensure seamless, reliable, and efficient delivery of services. A major emphasis of this position will be to communicate with team members on a consistent basis and provide oversight of the team accordingly to ensure necessary coverage during business hours for all operational and soft service lines. This candidate must drive safety, service excellence, and customer experience at their respective working location.
Ultimately, the successful candidate will be able to navigate comfortably in a dynamic and fast-paced environment while balancing responsibilities of the role, providing oversight and stop gap support for the facility team, and meet deliverables as set by the Site Operations Manager. Business continuity of services with effective team supervision and schedule management will be critical to success in this role.
Additionally, this role will work directly with their employees to ensure consistent training is delivered. This role will be asked to flexibly cover and augment roles in case of employee turnover or customer demand increases.
Success Criteria
Clear linkage between OneISS vision, transformation, and business excellence
Ability to work within tight timelines
Participate and embrace the development opportunities within group
Ability to guide colleagues in embracing process improvement measures
A drive to creative problem solving for new challenges
An interest in standardizing solutions to recurring challenges
Key Areas of Collaboration and Influence
Communicate effectively with colleagues at multiple accounts and across the company so that information is disseminated effectively and participate in project groups and meetings as required
Transfer best practice
Use the account successes to promote and further develop ISS
Ideal Candidate Experience
3+ years supervisory experience in a Facility Management Operations/Janitorial/Maintenance role with a strong emphasis on customer service
Experience leading/managing frontline teams meeting operational SLA’s and compliance requirements
Demonstrates strong skills in: Communication, Decision-making, Leadership, and Problem-solving
Demonstrates professional and customer service aptitude
Basic computer proficiency skills (Excel, Word, Outlook, CMMS Systems, Smartphone Systems)
Experience in CMMS software systems and work order management as it pertains to execution of services and coordination of employees involved
Demonstrate strong skills in all areas related to supervisory responsibility in facility management for janitorial, dishwashing and labor management for high foot traffic buildings with a large footprint
Key Accountabilities
Highly visible and typically the first point of contact for operational and soft service team members and second point of contact for local customers. Will be first point of contact when Site Operations Manager is not present.
Lead and provide support to the team to ensure the facility is clean, free of trash, and without safety concerns. Restrooms are to be stocked 100% of the time during store operating hours.
Lead and provide support to the team to ensure the dishwashing and food areas are clean, available, organized, and compliant with all safety or health codes.
Lead and provide support to the team to ensure the site interior shopping tools maintain appropriate inventory levels as well as encourage safe and efficient outdoor working for cart collection/availability. This includes appropriate disinfection methods.
Lead by example and work directly with site employees to quality control our services. Cover shifts as required to ensure service line continuity.
Communicate with on-shift and off-shift site operational employees to ensure no gaps in coverage in operational or soft service lines during store operating hours.
Coaches and encourages the team to have the knowledge, confidence, and empowerment to make decisions that have a great customer experience outcome.
Monitors performance against agreed goals, adapts and acts when required and analyzes customer concerns, meets KPI's/SLA’s. Partner with Site Operations Manager to complete any root cause analysis to make future improvements, as needed.
Monitors operational service lines to identify efficiencies and gaps to develop actions to improve customer experience.
Assists with the hiring, onboarding, and training of Operational and Soft Service team members.
Drive a culture of proactivity and contribute in a positive way to the facility operations to effectively prevent or address potential problems.
Lead Team Board (all hands) meetings on site in partnership with Site Operations Manager.
Advise the Site Operations Manager on decisions relating to the facilities operations and performance.
Ensure all health and safety requirements are established and followed by on site staff and sub-contractors.
Manage general activities related to enhancing work performance and providing services in a safe and efficient manner.
Promote responsibility for safe and controlled work environments.
Support parking lot management on any applicable peak shopping day.
Physical Demands & Work Environment
Must possess valid state driver’s license; may be required to travel via car within a specific metropolitan region
Prolonged periods walking or standing
Must be able to lift, carry, and place up to 50 pounds at a time
Must be able to work days, nights, weekends, and/or holidays as needed
Must be able to bend, stoop, and wipe frequently
Must frequently immerse hands in water
As a global organization, ISS Group is committed to making the international community more resilient and just for all people. We encourage diversity and inclusion in their broadest terms, including ethnicity, race, age, gender, gender identity, disability, sexual orientation, religious beliefs, language, culture, and educational background. We look to lead our industry by example and to positively influence the market wherever we operate.
ISS, une société leader dans le domaine de l'expérience sur le lieu de travail et de la gestion des installations, fournit des solutions de création de lieux qui contribuent à améliorer les performances de l'entreprise et rendent la vie plus facile, plus productive et plus agréable - fournies selon des normes élevées par des personnes attentives. ISS est convaincu que les personnes créent des lieux et que les lieux créent des personnes. De la stratégie aux opérations, ISS s'associe à plus de 60 000 clients dans plus de 30 pays pour offrir des lieux de travail, de réflexion et d'échange, et est servi par 471 056 employés qui relient les gens et les lieux chaque jour. En 2019, ISS a réalisé un chiffre d'affaires de 78 milliards de couronnes danoises. Son siège social est situé à Copenhague, au Danemark.
JOB DETAILS
Date posted:
MAR 28, 2023
Country:
CANADA
Location:
QUEBEC, QUEBEC, CA, G1X 0E4
Job Category:
CLEANING
Full time/Part time:
FULL TIME
Requisition ID:
34109
