Operations Supervisor - Quebec City

Operations Supervisor

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; 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
• 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 KPI's/SLA’s. 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 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.