Operational Controls Manager at Scandinavian Building Services | Torre
Operational Controls Manager
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Scandinavian Building Services

Operational Controls Manager

Scandinavian Building Services
Emma
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Full-time

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Remote (for Canada residents)
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Emma of Torre.ai
 6 months ago

Responsibilities

About the CompanyScandinavian Building Services has been a Canadian leader in retail and commercial cleaning for the last 60 years. Starting as a small family owned and operated business in Edmonton Alberta in 1982 to offering full service janitorial and building maintenance across Canada today. We attribute our success to staying true to our core values of Service, Motivate, Respect, and Connect. As we continue to grow we are looking to add a Operational Controls Manager to the Scandi Family!ScheduleMonday-Friday 8:00am-4:30pm with a 1-hour lunch (30 minutes paid and 30 minutes unpaid)Your day to day will look likeYou will be reporting into the Senior Director, Business Intelligence. This role has 1 direct report with responsibilities to oversee Operations Dispatch.Leadership and ManagementProvide leadership to the Operational Dispatch team, working with the Team Lead ensure timely and accurate handling of inbound calls, emails, and work orders from clients and internal stakeholdersDevelop and implement quality controls and departmental standards to ensure quality standards, organizational expectations, and regulatory requirementsWork cross-functionally with Operations and Corporate teams by providing leadership and mentoring related to the Operational Controls functionDrive consistency and quality in customer service interactions across all channelsCommunicate with staff to resolve performance and personnel problems; discuss and implement company policies and proceduresFollow and lead all Company values and mission statementsDemonstrate leadership within the organization, modelling appropriate behaviorClient Integration & Stakeholder SupportSupport client onboarding and integration efforts, utilizing project management best practices to ensure complete and timely integrationEnsure accountability by monitoring task completion and escalating late or incomplete items in accordance with established processesAct as an internal liaison during integrations, ensuring processes, workflows, and communication channels are clearly definedPartner with internal stakeholders to align operational control processes with client and business needsKPI & Performance ManagementAssist the Senior Director in defining, tracking, and improving key Operational Controls performance indicators (e.g., SLA adherence, call handling time, resolution rates, backlog, customer satisfaction)Use data and reporting insights to proactively identify risks and improvement opportunitiesEnsure operational metrics are accurate, visible, and actionableContinuous Improvement & EnablementDrive enhancements to OC tools, documentation, and standard operating proceduresSupport change management initiatives related to systems, workflows, or service modelsEnsure the OC function scales effectively as volume, clients, and complexity growRequirementsPosses a minimum of 5 years of progressive experience in operations or business managementA minimum of 2 years in people or team leadership is requiredA post-secondary degree or diploma in a business or related field is required, with a background in Data Sciences preferredStrong experience managing work order systems, ticketing platforms, or case management toolsDemonstrated ability to drive continuous improvement initiativesMust be able to work under pressure with a sense of urgencyIntermediate-level MS365 tools and data analytic skills requiredAdept understanding of systems, data integrity, and KPIS performance managementDemonstrated flexibility and adaptability required to meet changing prioritiesProfessional written and verbal communication skillsWhat’s in it for youAwarded one of Canada’s Best Managed Companies: We’re committed to a high level standard of excellence for both clients and our Scandi Family.Growth Opportunities: A place to hang your hat. We want our employees to grow with us long term and offer a tuition reimbursement program to continue your professional development.Stability and Job Security: Even through tough economic times we’ve continued to steadily grow, and we aren’t slowing down any time soon. With a strong national presence across Canada and growth into the US.Family First Culture: We are and have always been a family owned and operated business. We have family friendly events year-round and affectionately call our team members the Scandi Family.Benefits: We offer a comprehensive medical and dental plan as well as personal days off.Our interview process20 minute preliminary phone interview with our Recruiter20-40 minute assessment (depending on optional practice questions or breaks)30 minute MS Teams video interview with the Hiring Manager and direct Supervisor for the rolePosition typeThis is a remote position.
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