Reporting to the Assistant Director, Custodial Support Services (Assistant Director), the Manager, Operations (Manager) is a member of the Custodial Support Services (CSS) leadership team and is responsible for the safe, consistent and efficient delivery of the daily operations of CSS while ensuring service excellence to the Queen’s Community. The Manager works closely with the Supervisor(s), Operations and Specialist Team members to implement the published Service Level Standards (SLS) as it pertains to their assigned Specialist Team within assigned buildings and ensures that the SLS are achieved.
The Manager is accountable to consistently and decisively lead and manage their Specialist Team by linking the team’s work to CSS, Facilities and the university’s mission, vision and values and inspires, mentors and motivates the Specialist Team to high performance, service excellence and alignment. In addition to people management and delivery of daily operations, the Manager is also responsible for managing an array of programs within assigned buildings ensuring that applicable regulations are adhered to. Examples of such programs include safety, pandemic response, quality control, specialist training, floor care, entrance matting and keys management.
The Manager is a client-centric professional who is safety and quality focused, budget savvy, and embraces Lean Principles. The Manager embraces and promotes the shared values of Facilities; Professional, Respectful, Responsible, Integrity, Dependable, Effective and Efficient, and champions an inclusive work environment that celebrates the diversity of others and where team members take pride in their work and their contribution to the mission of Facilities and the university.
In addition, the Manager works an assigned shift and is on a rotating call-in list for emergency calls from the Emergency Response Centre.
• Manage the client service relationship within assigned buildings to ensure that the appropriate level of cleaning and sanitizing services are being provided in a timely manner and to the set standard.
• Liaise with suppliers and other stakeholders by responding professionally and in a timely manner.
• In collaboration with clients, investigate and recommend optimal processes and procedures to support successful cleaning delivery initiatives.
• Thorough ongoing analysis, effectively manage risk, anticipate challenges, investigate issues and make recommendations that may have impact on the CSS team.
• Remain current with industry and university standards and systems related to cleaning service standards by ensuring technical and business skill competencies are continually developed in relevant area(s).
• Maintain an informed knowledge of, and apply, university procurement and financial procedures as they apply to CSS.
• Support or lead other departmental initiatives as required.
Operations & Facilities Management
• Conduct cleanliness audits for quality control and assurance by monitoring the delivery of cleaning services to ensure that consistency is maintained and that the published SLS and Standard Operating Procedures (SOP) are met.
• Provide performance and resource assessment reports to the Assistant Director; this involves planning, coordinating and monitoring all aspects of operations and progress in order to increase efficiency and effectiveness, identify and recommend improvements, and manage or assist with the implementation of approved changes.
• Compile, analyze and maintain statistical data/metrics/reports of the operations, including but not limited to: timekeeping, attendance, absence management, safety and regulatory training and compliance, staff performance and professional development, building cleanliness ratings, inventory control of cleaning products and equipment.
• Participate in the development and ongoing review of strategic plans creating long-term and annual performance targets and key performance indicators for CSS.
• In conjunction with the Assistant Director, participate in the development of and maintenance of the CSS’ deferred maintenance list.
• Serve as the management contact within assigned buildings and with a sense of urgency, coordinate required action or response as appropriate.
• Monitor and evaluate all aspects of wastage within CSS, in order to increase efficiency and effectiveness.
• Oversee all administrative requirements for operationalized cleaning programs.
• Coordinate the procurement and delivery of custodial supplies within assigned Facilities.
• Manage the use of the key system including staff adherence to the operating procedures.
• As a competent Supervisor as defined under the Occupational Health and Safety Act, communicates with Facilities Health and Safety Officer to ensure compliance with Health and Safety regulatory requirements including monthly and annual audits, ensuring procedures and safety manuals are maintained.
• Active in health and safety and incident prevention by establishing, adhering and ensuring assigned specialists are following departmental policy, procedures and safe work practices required by Environmental Health and Safety (EHS), and in accordance with relevant health and safety legislation, developing and enhancing a safety culture among the specialists.
• Evaluate, monitor and recommend expenditure of university funds as it relates to custodial supplies, equipment, tools and services.
• Analyze operational data, briefs and other sources of information to compose budgetary reports to assist the Director in strategic planning for custodial services.
• Coordinate processing recoveries and invoices, including securing sign-off as needed.
• In conjunction with the Assistant Director, make recommendations on custodial supply Request for Proposals (RFP) and Request for Quotations (RFQ). Participate in the review of RFP submissions and provide recommendations around successful proponent.
• In conjunction with the Assistant Director, make recommendations on annual budgets per operational spend categories.
Human Resource Management
• Lead the specialist team by linking the team’s work to Facilities’ and the university’s mission, vision and values and inspires, mentors and motivates the specialist team to high performance, service excellence and alignment.
• Lead, or assist the Director with the development of standardized processes, guides, manuals and resources for CSS.
• Manage, organize and maintain confidential records, including CSS unit staff supervisory files, ensuring information is provided to the Human Resources Department as required.
• Facilitate monthly engagement town halls in absence of the Director.
• Plan, prioritize and manage the work of employees, providing strategic and tactical advice, guidance and coaching. Identify the need for staff resources, participate on staffing committees, and make effective recommendations regarding employee selection.
• Manage performance by utilizing performance standards, reviewing and evaluating performance and conducting formal performance reviews on an ongoing basis.
• Assess staff training and development needs, and ensure that employees receive training required to improve and sustain successful performance.
• Investigate, address and resolve employee/labour relations issues, including disciplinary matters. Make decisions or effective recommendations on matters involving possible discipline, discharge and probationary termination.
• Foster a productive and harmonious workplace through the promotion of a positive, inclusive team environment which recognizes the value of all Facilities employees.
• Minimum two-year post-secondary education in Business Administration or other related field of study combined with several years of progressive experience working in a custodial management or supervisory position within a unionized educational or large commercial/industrial setting.
• Thorough knowledge of custodial practices which operate 24/7.
• Knowledge of the Occupational Health & Safety Act and how it applies to custodial work.
• International Sanitary Supply Association (ISSA) Cleaning Management Industry Standard- Green Building (CIMS-GB) and ISSA Cleaning Management Institution (CMI) certification or willingness to obtain.
• Valid Province of Ontario Class G Ontario driver’s license required.
• Satisfactory Criminal Records Check (CRC) and Vulnerable Sector Screening (VSS) required.
• Experience managing accounts and demonstrated competency with bookkeeping and basic accounting practices.
• Advanced administrative skills, proficient in use of standard word processing, spreadsheet, database and presentation software for data analysis and information distribution/reporting.
• Basic understanding of custodial information technology, i.e. Archibus, OrangeQC, workload balancing and scheduling application, key systems, etc.
• Consideration may be given to an equivalent combination of education and experience.
• Promotes the value of diversity and the importance of being an inclusive organization and ensures equitable and fair treatment of others and actively works to make the workplace inclusive for all individuals.
• Capacity to embrace change and act as a change champion for others.
• Excellent analytical, organizational, planning and problem-solving skills, in order to coordinate and direct the work of the specialist team. Ability to cope with multiple demands and resolve conflicts.
• Planning skills to propose new initiatives and to improve the efficiency of CSS.
• Analytical interpretive and problem-solving skills. Ability to synthesize information from a wide variety of sources. Ability to conceptualize creative plans and workable solutions for dealing with a wide array of management challenges.
• Ability to analyze financial data to support the creation of CSS budget reports.
• Ability to delegate tasks to maximize the efficient operation of the specialist team.
• Project and change management skills.
• Flexibility, initiative and resourcefulness to work independently at a high level.
• Capable of maintaining strict confidentiality with an ability to recognize and handle confidential information in an appropriate manner.
• Sound judgement, tact, and discretion.
• Ability to interact professionally and effectively with staff at all levels of the university, faculty, students and members of the public.
• Receptive to diverse thoughts and alternative perspectives, and incorporates them into the work where appropriate.
• Client service aptitude with the ability to maintain a service-oriented perspective while dealing with potentially challenging client service demands.
• Analytical and problem-solving ability in order to examine a number of alternative possibilities and arrive at the best solution.
• Ability to work in a collaborative environment with a service orientation.
• Ability to motivate and to create a strong work environment; sensitivity to issues affecting staff.
• Ability to adapt and assist with the implementation of new technologies for CSS.
• Make decisions regarding operations, financial and communication activities. Assist with the preparation of the budget for CSS in collaboration with the Director, Quality and Service Excellence and Manager, Custodial Support Services Programs.
• Evaluate job candidates and make effective recommendations on suitable hires.
• Make decisions and/or effective recommendations regarding transfers and promotions.
• Evaluate employee performance and decide on appropriate training or coaching to address lack of proficiency in carrying out responsibilities, or remedial action for staff disciplinary situations.
• Assess investigation outcome of grievances and make effective recommendations on appropriate course of action or next steps on grievances.
• Make effective recommendations on level of discipline up to discharge and probationary termination.
• Make recommendations on day-to-day Facilities issues and on restoration projects. In collaboration with building occupants’ representatives, provide leadership on priorities per maintenance project.
• Determine appropriate strategies to ensure successful project management.
• Determine appropriate action to handle emergencies in accordance with CSS, Facilities and university procedures, escalating where appropriate.
• Determine how to resolve issues within CSS that have been identified through cause and effect analysis.