Job Description

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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
For the assigned account, the National Director, Operations is accountable for operations management and meeting service delivery obligations, meeting all internal and external requirements, achieving budget and client satisfaction. In addition, this role is also responsible for developing and recommending plans including but not limited to business expansion plans for the facility management services business to the General Manager and people leadership. At this position level, direct reports may include the Regional Director position level.
KEY DUTIES & RESPONSIBILITIES
Account Management

• Develops and recommends plans including but not limited to business expansion plans for the facility management services business to the General Manager. Executes plans
• Continuously engages clients in discussions to understand and anticipate needs, identify and recommend additional services
• Participates in and contributes to quarterly business reviews
• Contributes to contract renewal and business development activities
• Contributes to account governance
• Supports the General Manager in overseeing the provision of value reporting for the facility management services business to substantiate value creation to clients
• Provides value added recommendations and solutions to enhance portfolio

Client Relationship Management

• Accountable for achieving client satisfaction objectives
• Accountable for developing and maintaining effective relationships with clients, managing client expectations
• Position level of client representatives with whom this position typically interacts with include those at the senior management level and may include those at the executive management level
• Acts as the focal point of escalation for issues pertaining to facilities within the assigned account
• Leads the assigned account team in the continuous identification of cost savings opportunities for the account and the client
• Identifies and recommends opportunities to reduce and/or consolidate services to the General Manager and the client
• Recommends, develops and executes cost savings opportunities
• Develops implementation plans and leads the implementation of cost savings initiatives for the assigned account

Profitability

• Achieves profitability targets

Budget Development & Management

• Accountable for meeting budget
• Develops and manages the execution of budget for portfolios

Portfolio Management

• Accountable for operations management for the portfolio of facilities
• Leads the operations and maintenance activities of a portfolio of facilities along with the execution of the portfolio's programs
• Oversees the completion and submission of capital plans
• Creates and implements portfolio plans
• Provides recommendations for and contributes to the development of strategic plans
• Leads the facility management services team in optimizing facilities and continuously creating value for the client

Service Delivery Management

• Accountable for meeting all service obligations
• Oversees the delivery of all service obligations
• Accountable for meeting established metrics/key performance indicators. Leads the operations team in the development and implementation of action plans to remediate gaps, where applicable, to ensure objectives are met.
• Accountable for ensuring compliance to all legislated, corporate and industry-related requirements and guidelines including but not limited to environmental, health and safety, and building standard requirements

Risk Management, Emergency Preparedness and Business Continuity Planning and Execution

• Accountable for safeguarding the client against emergencies and risks by ensuring emergency preparedness, risk management, disaster recovery and business continuity plans are developed and that relevant concerned parties are trained to ensure proper execution

Health, Safety, Environment & Security

• Accountable for meeting all internal and external health, safety, environment and security-related requirements
• Accountable for the safe delivery of all work performed

Regulatory Compliance

• Accountable for ensuring all regulatory compliance requirements have been met and all related documentations are created and maintained

Project Management

• Accountable for on-time, on-budget and quality delivery of facility management projects
• Collaborates with clients and internal concerned parties to identify project opportunities and priorities, develop and implement projects
• Oversees the development and execution of project plans for portfolios

Procurement

• Collaborates with Procurement and Supply Chain Administration teams to source and qualify vendors, source and procure goods and services.

People Leadership

• Accountable for employee-oriented activities including but not limited to employee engagement, development and performance management, hiring and retention, compensation recommendations
• Direct reports may include the Regional Director position

KNOWLEDGE & SKILLS

• Community college diploma preferably in business administration
• More than 10 years of facility management work experience
• Account management abilities
• Exceptional facility operations management abilities
• Exceptionally-skilled at client relationship management with demonstrated ability in building and managing relationships with client representatives at the senior management level
• Exceptionally-skilled at managing service delivery and meeting service delivery obligations
• Highly-skilled at managing budgets
• Fully-developed communication, influence, persuasion and negotiation skills
• High degree of client service orientation and sense of urgency
• Highly-skilled at leading and engaging a team of individuals
• Skilled at vendor management
• Skilled at emergency preparedness and business continuity planning and execution
• Possesses a sustainability mindset and seeks to incorporate sustainable practices within assigned portfolio where possible
• Expert level knowledge of health and safety requirements. Possesses a high degree of safety mindset
• Maintains current knowledge of and highly skilled at implementing facility management services best practices
• Expert level knowledge of current building standards and requirements
• Possesses a continuous improvement and quality mindset along with a desire to continuously seek and incorporate innovative practices and technologies in order to deliver value to the client

Licenses and/or Professional Accreditation

• One or more of the following, an asset - CFM, CPM, FMA, RPA

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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Skills Required