Job Description
- Clear linkage between OneISS vision, transformation, and business excellence.
- Ability to work within tight timelines.
- Participate and embrace the development opportunities within the group.
- Ability to guide colleagues in embracing process improvement measures.
- A drive to creative problem-solving for new challenges.
- Interest in standardizing solutions to recurring challenges.
- 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.
- 3+ years of supervisory experience in a Facility Management Operations/Janitorial/Maintenance role with a strong emphasis on customer service.
- Experience leading/managing frontline teams meeting operational SLAs 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 the 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.
- Highly visible and typically the first point of contact for operational and soft service team members and second point of contact for local customers; be the first point of contact when the 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.
- Coach and encourage the team to have the knowledge, confidence, and empowerment to make decisions that have a great customer experience outcome.
- Monitor performance against agreed goals, adapt and act when required and, analyzes customer concerns, meet KPIs/SLAs. Partner with Site Operations Manager to complete any root cause analysis to make future improvements as needed.
- Monitor operational service lines to identify efficiencies and gaps to develop actions to improve customer experience.
- Assist with the hiring, onboarding, and training 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.
- Must possess valid state driver’s license; may be required to travel via car within a specific metropolitan region.
- Prolonged periods of 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.