Business Operations Manager

Job Title

Business Operations Manager

Job Description Summary

Position Summary: The IFS Operations Manager is accountable and responsible for the day-to-day operation, performance and growth of the space planning/occupancy, projects, and national operations team.
The IFS is the operational team responsible for primary client communication, performance reporting and vendor performance in fulfillment of facilities services to a portfolio of customers across a national geography. This team is organized to ensure efficient, seamless and exceptional service to our clients.
Operations Manager – Integrated Facility Services responsibilities include, but are not limited to; daily team operations, maximizing the use of current technologies, client relationship/retention management, quality assurance oversight, employee management/assessment/development, staffing, budget oversight, cost containment and reduction, short/long range planning, problem solving, and risk mitigation in accordance with the established standards.
This position will also provide necessary business development-related functions to support internal and external revenue/account growth.

Job Description

Essential Responsibilities:

• Daily management and oversight of the IFS Team.
• Provide supervision, annual reviews, staff development and planning
• Provide Business Development with required responses for client RFIs and RFPs including narrative and financial responses as requested.
• Lead and support business development opportunities.
• Evaluate and make recommendations for technologies
• Manage functionality of all current technology solutions (CMMS, Yardi, Smartsheet)
• Coordination of service delivery to client with other leaders to ensure quality
• Support client required reporting including: KPI reports and analysis, work order and customer service statistics, customer surveys and compliance reporting
• Provide daily supervision, contract performance management, employee development and planning.
• Coordination of service delivery with other IFS leaders to ensure quality.
• Maintain overall client relationships and retention on a day-to-day basis
• Develop and provide training on operational policy, process and procedure development
• Manage new account start up
• Prepare, review and deliver client QBR presentations and reports
• Oversight of all client required reporting including: KPI reports and analysis, work order and customer service statistics, customer surveys and compliance reporting.
• Analysis and implementation of action plans to achieve high standards of the vendor and supplier networks performance.
• Oversee team performance in Vendor Management – source and vet qualified small vendors with a focus on meeting our client’s expectations of performance, diversity, capability and customer service delivery
• Act as department liaison between the IFS and our Legal and Risk Management departments. Ensure the requirements of our client’s business contracts for service are reflected in any legal agreements and all risk factors are mitigated.
• Develop and implement an exceptional Quality Assurance program
• Support the IFS’s Business Continuity / Disaster Recovery Planning, execution and playbook.
• Management and oversight of the performance, reviews, coaching and training of all team employees.
• Properly allocate work responsibilities among subordinates.  Counsel, coach and supervise accordingly.
• Foster an environment of experimentation, excellence and continuous improvement.
• Create and maintain and exception Reward and Recognition Program.

Key Competencies:

• Able to take direction, work with minimal supervision, and lead a diverse team
• Attention to detail, pride in delivering excellent service, organization, and high levels of energy and endurance
• Must have strong computer skills (Word, Excel, Power Point, Visio, etc.)  Experience with CMMS platforms is preferred
• Must have excellent customer service and written/verbal communication skills
• Must be well organized and detail oriented, while applying sound judgment and decision-making skills to both routine and non-routine issues that arise
• Candidates must be able to work well in a fast paced/high volume environment, and work well under pressure

Education:

• Bachelor’s Degree or Associates required

Important Experience:

• 3 to 5 years’ experience in Facilities Management leadership role.
• Leadership skill, training and team management experience required

Additional Qualifications:

• Candidates must have t