Operations Manager at BGIS in Chicago, Illinois

Job Description:

BGIS ITS is currently seeking an Operations Manager to join the team in Chicago, IL and surrounding areas.



Are You Looking For

• A company that cares and wants you to achieve your career objective.
• A company that offers you flexibility on the types of rewards and recognition that align with your personal situation.
• A company that puts you and your career first

BGIS is that, Company.

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.

The Operations Manager is responsible for operations and budget management, service delivery management, project management, vendor management, client relationship management, health and safety, and emergency preparedness and business continuity for an assigned portfolio. The position is responsible for highly complex service delivery for a significant service delivery regime in a single client or multiple clients. Contract requirements are highly complex. Direct reports for the role may include team leads, facility services coordinators and technicians. The Operations Manager leads others positively exemplifying BGIS values.



KEY DUTIES & RESPONSIBILITIES



People Leadership

• Lead team member-oriented activities including, but not limited to, engagement, training & development, performance management, hiring and retention, and compensation recommendations.
• Oversee service delivery activities and performance of internal Team Members. Ensures work is completed on time, safely and meets quality requirements.
• Provide expertise and problem-solving support to team members including investigating and resolving operational issues.
• Manage deployment of team members to projects, work orders, and/or assignments and monitor for on-time and quality completion.
• Drive team performance to confirm achievement of service level agreements and performance metrics.
• Achieve greater efficiencies through effective resource utilization, review of work and re-work volume, and review and development of corrective solutions leveraging internal solutions as applicable.
• Contribute to the completion of other key initiatives as assigned.

Portfolio and Project Management

• Manage service delivery to a portfolio of client accounts or a single client account of sufficient magnitude and/or complexity.
• Ensure Key Performance Indicators (KPIs) objectives are met.
• Create, implement and document service delivery regimes and changes as required.
• Collaborate with relevant stakeholders (internal and external) on service delivery including management of all escalated issues.
• Seek ways continually to gain greater efficiencies through activities such as recommending and implementing best practices, collaborating with internal teams to implement sustainable practices and improvement initiatives, utilizing internal Technicians wherever possible, etc.
• Optimize assigned portfolio and continuously create value for the client through partnership with relevant stakeholders.
• Drive project management planning and execution for client transitions and technology implementations and upgrades.
• Participates with operations expertise in large company-wide projects.
• Liaise with relevant stakeholders to ensure projects are delivered with minimum disruptions to service delivery.
• Manage operational budgets for assigned service delivery team monitoring/approving expenses and analyzing reports from operations and finance team.
• Calibrate with procurement and supply chain teams to identify and qualify vendors, source and procure goods and services used by the internal teams in performing job duties.
• Ensure adequate inventory of tools or other supplies to operation the facilities.
• Recommend and implement technologies to achieve greater efficiencies and productivity.
• Work with other departments for specialized support and effective service delivery.

Service Delivery & Client Relationship Management

• Develop and maintain effective relationships with client(s). Ensure ongoing client satisfaction.
• Meet contractual service delivery obligations for each designated client environment.
• Resolve problems and/or conflicts and maintains open communication with the client account team and specific clients including providing regular written and oral reports to in response to escalations.
• Act as focal point of escalation with high degree of urgency in resolving issues pertaining to service delivery and recommend solutions and implement appropriate actions for issues to meet/exceed client satisfaction.
• Monitor service delivery performance against established metrics/key performance indicators. Identifies gaps, develops and executes corrective action plans to ensure all objectives are met.
• Ensure service delivery is within agreed upon scope and escalates to senior management, where required.
• Provide on-call coverage to front-line team which requires open availability.
• Monitor and manage vendors service quality and cost; make recommendations to clients on improving services.
• Execute emergency preparedness, risk management, disaster recovery and business continuity plans.
• Collaborate with relevant stakeholders on incident management-related requirements.
• Recommend and implement best practices, collaborate with internal teams to implement sustainable practices and improvement initiatives.

Health, Safety, Environment & Compliance

• Act as the focal point of contact and collaborate with Environmental, Health, Safety and Security Team to ensure ongoing compliance with all health and safety related legislation and requirements.
• Monitor and is responsible for the safe delivery of all work performed within office and remote locations.
• Verify all related documents are created and maintained.
• Maintain current awareness and ensures compliance with all applicable regulations and requirements.

KNOWLEDGE & SKILLS REQUIRED

• Associate Degree or equivalent training or equivalent work experience.
• Minimum 5 years facilities management work experience performing job duties in a similar role with supervisory or management responsibilities.
• Solid level knowledge of building management from the perspective of responding to repair requests.
• In depth knowledge of applicable safety, health, and regulatory requirements and maintains current awareness. High degree of safety mindset.
• Develop and demonstrated people leadership skills with ability to lead and engage a team and drive performance to ensure all requirements are achieved.
• Experienced with developing and implementing processes and standard operating procedures.
• Well-developed communication skills including influencing, persuading, and negotiating.
• Superior written communication skills.
• Proactive problem-solving approach continuously increasing the proficiency of team members.
• Strong relationship building and maintenance skills with internal contacts, clients, and external vendors.
• High degree of client service orientation and sense of urgency.
• Expert time management abilities to lead service delivery and meet client obligations.
• Ability to deliver projects on time and within budget meeting key milestones and deliverables.
• Skilled at contact center service delivery management and best practices.
• Intermediate budget management abilities.
• Continuous improvement and quality mindset to further processes and incorporate best practices where applicable.
• Knowledgeable of emergency preparedness and business continuity planning and education.
• Proficiency in computer applications including Microsoft Office.

Licenses and/or Professional Accreditation

• Certification or additional training in an area of specialty would be a benefit including:
• Contact and/or Customer Service Professional accreditation
• Certified Facility Manager through International Facility Management Association (IFMA)
• Certified Property Manager through Institute of Real Estate Management
• Facility Management Administrator Designation through Building Owners and Managers Institute (BOMI)
• Real Property Administrator through Building Owners and Managers Institute (BOMI)

Physical Demands and Work Environment

• To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions, absent undue hardship.
• Cognitive skills required to work in a client facing environment including ability to maintain focus, communicate clearly and concisely, respond quickly to requests, communicate established processes and ability to complete tasks within targeted time frame to minimize risk to BGIS or client business.
• Ability and willingness to travel.
• Current valid driver's license and ability to provide personal transportation for meetings and job visits away from the office with reimbursement.

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!

Visit us online at https://www.bgis.com/us/careers.htm for more information.

Our company culture includes a robust mix of sound business practices and employee initiatives that promote A personal and professional development, work/life balance, health and wellness and community involvement.

The Company is an equal opportunity employer. We believe every employee has the right to work in surroundings that are free from all forms of unlawful discrimination. We are committed to providing equal employment opportunity to all employees and applicants without regard to race, color, religion, gender, national origin, age, disability, ancestry, creed, marital status, sexual orientation, or Veteran or military status, genetic information or any other basis prohibited by local, state or federal law in the relevant jurisdiction. This policy applies to all terms and conditions of employment including, but not limited to employment, advancement, assignment and training.

BGIS is committed to strengthening our diversity through recruiting and retaining minority and women professionals from all backgrounds. Our commitment is consistent with our recognition that it is the outstanding people within BGIS who the source of our strength have always been. We recognize that promoting diversity is an integral component of our continuing quest for organizational excellence.

This commitment to Equal Employment Opportunity is made equally as a social responsibility and as an economic and business necessity.

Anyone with questions or concerns regarding Equal Employment Opportunity should contact their direct supervisor or the Human Resources Department without fear of retaliation of any kind.

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