Senior Operations Manager

4 weeks ago

Fort Lauderdale, United States Encompass Onsite LLC Full time
Job DescriptionJob DescriptionNATURE OF WORK

The Senior Operations Manager serves as the primary business contact for the client and is responsible for client satisfaction. This position is also responsible for directly and indirectly overseeing efficacy of field operations of assigned territories of Encompass. The Senior Operations Manager is expected to consistently provide excellent customer service to accounts, as well as represent client needs and goals within the organization to ensure quality. In addition, this series is responsible for providing industry specific knowledge and information to the public and other individuals with business with Encompass consistent with policies on confidentiality.

KEY RESPONSIBILITIES
 
  • Responsible for all client communications, conflict resolution, and compliance on client deliverables and revenue.
  • Oversees the activities performed by Area or Site Manger within assigned territory, including the implementation of procedures, case management and processing, records management, collection and reporting of statistics, and minor inventory related accounting functions
  • Oversees and coordinates the work of subordinate Area or Site Manager, including reviewing work and production performance, motivating subordinates to work more effectively, identifying problems with performance and developing solutions to those problems, determining training needs to improve performance, initiating informal measures to correct misconduct or making recommendations
  • A Senior Operations Manager for Encompass assists the Director of Operations in the development and implementation of policies within the field. Develops operating procedures, forms and systems. Plans, develops and facilitates changes in procedures, forms and practices, workflows, personnel assignments, and equipment
  • Advises Area or Site Manager and customers when unusual work situations arise or when new procedures are instituted
  • Ensures that all processes and procedures are completed, quality standards are met, and that projects are profitable
  • Aware and in pursuit of opportunities for account growth and new business, involving the Director of Operations
  • Performs personnel administrative tasks, including coordinating and participating in the hiring and promotion process, oversees the training of new employees and the ongoing training of other employees, resolving unusual employee problems, and overseeing employee time and attendance records within an assigned territory
  • Regularly meets with Area or Site Manager and other staff to exchange information and to discuss issues affecting the success of field operations. Calls and conducts formal staff meetings in order to exchange information and to discuss ways to make each team members function more efficiently. Prepares written agendas, causes minutes to be recorded, prepares written summaries of issues and action plans for review by the Director of Operations
  • Prepares manuals and other materials describing procedures and standards. Prepares reports as required by the Director of Operations, Associate VP of Operations, or President of Encompass
  • Serves as a point of contact for information concerning the activities of field operations for both clients and superior management personnel.  Additionally, a Senior Operations Manager is capable of responding to all inquiries within established guidelines and must be capable of using specialized communication skills in performing these duties.
  • An Encompass Senior Operations Manager trains Area or Site Manager in the use of automated systems, introduces new versions or functions, trouble shoots problems, and attends meetings
  • Furthermore, this position requires one to assist in budget preparation and maintenance of each service area within the assigned territory or portfolio, ensure the satisfactory completion of special projects as required, and understand fully the duties of a lower level series as required
  • The Senior Operations Manager will assign and delegate all floor care through (work tickets) and specialty projects.
  • Senior Operations Manager supports the opening of new business and works as the subject matter expert at accounts that are not meeting client satisfaction score and or are receiving multiple platform client escalations


KNOWLEDGE, SKILLS AND ABILITIES
 
  • Extremely detail oriented
  • Motivated, goal oriented, persistent and a skilled negotiator
  • High level of initiative and work well in a team environment
  • Excellent verbal and written communication skills.
  • Handles stressful situations and deadline pressures well
  • Ability to develop office and field procedures
  • Plans and carries out responsibilities with minimal direction
  • Demonstrated ability to organize, direct, and perform high level supervisory duties in a manner conducive to full performance and high morale

MINIMUM REQUIREMENTS
 
  • High school, and college diplomas or their equivalents.  Must have a minimum of six years of experience in the facilities and building maintenance industry, including supervisory experience, or an equivalent combination of education and experience
  • Considerable knowledge of effective supervisory and management techniques
  • Bi-lingual in English and Spanish or Creole
  • Valid Florida Driver’s license
Encompass is an Equal Opportunity Employer committed to diversity, providing equal employment opportunities without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or other protected factors.

FLSA Status:        Exempt
EEO Class Code:  First/Mid Level Officials Manager  

 

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