VP, Service Center Leader

1 month ago

Johnson City, United States ESFM® USA Full time

Job Summary:

Working as a Service Center Leader you are responsible for leading our business services operations center. You will manage and lead a team and be responsible for managing client relations.


Key Responsibilities:

• Plans and directs the operation of the service center in support of core business performance.

• Participates in strategic planning meetings to further develop vision and operational objectives.

• Develops, recommends, and implements policies and procedures to optimize division and company profitability from existing accounts.

• Supports the development and implementation of service programs that meet client and regulatory requirements.

• Supports the acquisition of potential profitable new business and expands existing business across the organization.

• Participates in the sales process for the acquisition of new business.

• Develops and maintains annual budget for Service Center, both internally and with clients.

• Monitors financial reports to ensure budgetary compliance with departmental, client and corporate goals.

• Interfaces with existing clients to maintain client satisfaction and retention.

• Resolves client and/or employee-related situations with the partnership of legal and human resources.

• Completes all daily, weekly, or monthly reports as outlined in the corporate policy and procedures handbook.


Qualifications:

• Bachelor’s degree or equivalent combination of education and experience

• Master’s degree preferred.

• Minimum of five (5) years’ experience in leadership roles in facilities management and/or Service Center/Call Center environment.

• Excellent written communication skills and articulate and confident in spoken communication.

• Strong interpersonal skills with proven ability to build / maintain good working relationships with other business leaders, external clients, and co-workers.

• Mastery of various technologies, including working knowledge of CMMS systems, spreadsheet software (especially Microsoft Excel and Smartsheet) and a strong aptitude to learn/understand new technologies.

• Strong organizational, planning, and analytical skills with the ability to prioritize, problem solve and effectively delegate work to others. Flexible, change and results orientated.

• Highly motivated with proven ability to manage and lead a team.

• Experience managing P&L

• Strong track record of driving customer satisfaction

• Proven ability in developing and implementing new business models.

• Proven ability to work effectively in a high growth fast-paced and P&L-driven environment.

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