Area Manager - Cleaning Industry - Ottawa-Kingston

Area Manager - Cleaning Industry - Ottawa-Kingston

Smiths Falls, ON, Canada • Kingston, ON, Canada

Job Description

Posted Monday, February 17, 2025 at 5:00 AM

About Us

We are an established Canadian facility maintenance company providing a variety of services to large retail and commercial businesses nationally.

We offer a competitive compensation & benefits plan including health, dental, vision, and a pension plan after 1 year.

Job Summary

This role is responsible for leading, managing, coordinating, and implementing the Janitorial Services scope of work at all store or site locations within the designated area or territory, across multiple customer banners.

The key focus areas of this role are in managing:

• Customer Experience & Retention
• Performance of our Partners & Cleaners
• Overall Store Operations (Including store budgets, profitability & KPI’s)
• Quality Standards & Audits
• Training
• Cost Management
• Increasing Revenue & Profits per Store and Customer Banners
• United & Customer Processes, Policies & Guidelines
• Support to other Area Managers as required

Planning & Budgeting:

• Participate in the development and implementation of annual plans by customer banners (annual waxing schedules, budgets, potential add-on sales opportunities).
• Implement store level budgets.
• Create and develop short and long-term strategies at store level to secure sustainability and profitability of all operations.

Customer Relationships & Communication:

• Build strong relationships with customers and business partners at store level (cross-selling, building trust, delivering good service, consistency, follow through, and representing the brand positively).
• Act as the single point of contact at store level for communication between United and the customer for all services (nights, day porters, outside services, etc.) & various departments within United.
• Address store level customer concerns and provide timely and effective solutions to problems.
• Support Regional Management on all face-to-face meetings or touchpoints with key customer stakeholders (e.g., Customer District Managers (DM's) & Customer V.P level).
• Conduct daily/weekly/monthly meetings with customer banners on store audits, case management & action plans, periodic schedules, and scope of works.
• Provide daily/weekly/monthly reporting on issues & escalations, action plans, including access issues, to customers.
• Conduct weekly or as required, store compliance walks with customers.
• Lead or participate in store transition meetings with new customers and partners to discuss expectations around scope of works.

Internal Communication:

Lead and coordinate all store level communication with United Partners daily on issues and actions.

• Set expectations with Partners, providing training, coaching & mentoring.
• Participate in cross-functional weekly & monthly meetings with Regional & Support Teams (e.g., L & D, Partner Relations, Equipment Services).

Process Compliance:

• Lead all process initiatives/implementation at store level; work with senior management on identifying store level trends and process gaps.
• Conduct store level customer store/calibration walks.
• Lead process adoption in Salesforce.
• Manage business using United technologies provided (e.g., Salesforce/Outlook).
• Support key United operational processes and KPI’s: As per Retention Priority Framework, to name a few.
• Support Partner Change Overs (PCO) with the Partnership team.
• Manage material ordering and in-store specials.
• Conduct visitation audits & manage case management for issues and escalations.
• Create and implement periodic schedules.
• Ensure A.R.I and H & S compliance.
• Oversee ID badging & uniform compliance for all Partners & cleaners.
• Support Partner Effectiveness in Partner training Program.
• Assist in hiring/recruitment/termination of Partners.
• Collect annexes or any other types of inspections/reporting required by Customers for billing purposes.

Cost Management & Controls: Responsible at store level for Revenue + Cost per Store; Budget Vs Actual + Gross margins.

• Manage store level financial activities related to billing, invoicing, store budgets, customer, suppliers, sub-contractors’ expenses, employee hours, material costs over budget, and equipment repair costs.
• Support senior management for operational costing for new & existing business.
• Monitor asset inventory, including but not limited to, equipment and supplies at store level.

Implement transitions of new business in stores in compliance with the customer transition process.

• Lead growth of in-store business by upselling special services.

Workforce & Performance Management:

• Co-Lead Performance Management for Partners with the Partner Effectiveness team as per United reports (Monthly inspections, escalation reports, attendance reports, visitation reports).

Recruitment, Training & Development:

• Support Partner Effectiveness team in hiring/recruitment/termination of Partners and Partner management (e.g., Partner Change Overs (PCO); Group Echo; Insurance, Contract signing, ID Badging for all staff and Partners; Material Ordering; Invoicing).
• Lead in-store Partner training (Scope + Equipment + Material Ordering) and support Partner Effectiveness & L & D in overall Partner training program.
• Lead daily/weekly mentoring and coaching of Partners on store performance and customer scope of works.
• Monitor performance of reporting Partners and apply performance improvement plans to enhance Partner engagement and productivity in conjunction with the Partner Effectiveness team.
• Manage business using United technologies provided (e.g., Salesforce & Microsoft Programs) and oversee asset management.

Education/Experience:

• Degree in business administration or related field.
• Minimum of 5 years’ experience in the Janitorial industry or any other operational environment experience.
• 3 – 5 years’ experience in a supervisory role.