Site Operations Supervisor
Company: ISS Facility Services - North America
Location: West Chester
Posted on: June 24, 2022
Job Description:
Site Operations Supervisor Key Purpose The Site Operations
Supervisor plans, organizes, and directs operational and soft
service staff and activities to achieve the clients' and ISS
objectives while working within the ISS corporate standards of
quality. Operational and soft service activities include
janitorial, dishwashing, cart attendants, and other activities as
determined by the Site Operations Manager. The Site Operations
Supervisor interfaces with direct reports, necessary vendors, and
local stakeholders as required. The results and performance of
these activities will be reported directly to their supervisor, the
Senior Operations Manager or Regional Operations Manager. This role
focuses on executing and optimizing operational and Soft Services'
team responsibilities to ensure seamless delivery of services. A
major emphasis of this position will be to communicate with team
members on a consistent basis and provide oversight of the team
accordingly to ensure necessary coverage during business hours for
all operational and soft service lines. This candidate must drive
safety, service excellence, and experience. Ultimately, the
successful candidate will be able to navigate comfortably in a
dynamic and fast paced environment while balancing responsibilities
of the role, providing oversight and stop gap support for the
operational team, and meet deliverables as set by the Site
Operations Manager. Business continuity of services with effective
team oversight and schedule management will be critical to success
in this role. Additionally, this role will work directly with their
employees to ensure consistent training is delivered. Success
Criteria
- Clear linkage between OneISS vision, transformation, and
business excellence
- Ability to work within tight timelines
- Participate and embrace the development opportunities within
group
- Ability to guide colleagues in embracing process improvement
measures
- A drive to creative problem solving for new challenges
- An interest in standardizing solutions to recurring challenges
Key Areas of Collaboration and Influence
- Communicate effectively with colleagues at multiple accounts
and across the company so that information is disseminated
effectively and participate in project groups and meetings as
required
- Transfer best practice
- Use the account successes to promote and further develop
ISSIdeal Candidate Experience
- 3+ years supervisory experience in a Facility Management
Operations/Janitorial/Maintenance role with a strong emphasis on
customer service
- Experience leading/managing frontline teams meeting operational
SLA's and compliance requirements
- Demonstrates strong skills in: Communication, Decision-making,
Leadership, and Problem-solving
- Demonstrates professional and customer service aptitude
- Basic computer proficiency skills (Excel, Word, Outlook, CMMS
Systems, Smartphone Systems)
- Experience in CMMS software systems and work order management
as it pertains to execution of services and coordination of
employees involved
- Demonstrate strong skills in all areas related to supervisory
responsibility in facility management for janitorial, dishwashing,
and labor management for high foot traffic buildings with a large
footprint Key Accountabilities
- Directs, supervises, and leads the ISS Facility Operations and
Soft Service employees
- Responsible for implementing the overall direction,
coordination, and evaluation of site maintenance activities in
partnership with the Site Operations Manager
- Carry out supervisory responsibilities in accordance with the
organization's policies and applicable laws, as provided
- Responsibilities include interviewing, hiring, and training
employees; planning, assigning, and directing work; appraising
performance; addressing complaints and resolving problems
- Highly visible and typically the first point of contact for
operational and soft service team members and second point of
contact for local customers; will be first point of contact when
Site Operations Manager is not present
- Lead and direct the team to ensure the facility is clean, free
of trash, and without safety concerns. Ensure team maintains
restroom par levels 100% of the time during store operating
hours
- Work with, and provide support to, the team to ensure the
dishwashing and food areas are clean, available, organized, and
compliant with all safety or health codes
- Work with team and provide support to the team to ensure the
site interior shopping tools maintain appropriate inventory levels
as well as encourage safe and efficient outdoor working for cart
collection/availability; this includes appropriate disinfection
methods
- Lead by example and work directly with site employees to
quality control our services. Cover shifts as required to ensure
service line continuity
- Communicate with on-shift and off-shift site operational
employees to ensure no gaps in coverage in operational or soft
service lines during store operating hours
- Coaches and encourages the team to have the knowledge,
confidence, and empowerment to make decisions that have a great
customer experience outcome
- Monitors performance against agreed goals, adapts and acts when
required and analyzes customer concerns, meets KPI's/SLA's
- Partner with Site Operations Manager to complete any root cause
analysis to make future improvements, as needed
- Monitors operational service lines to identify efficiencies and
gaps in order to develop actions to improve customer
experience
- Conducts the hiring, onboarding, and training of Operational
and Soft Service team members
- Drives a culture of proactivity and contribute in a positive
way to the facility operations in order to effectively prevent or
address potential problems
- Lead Team Board (all hands) meetings on site in partnership
with Site Operations Manager
- Advise the Site Operations Manager on decisions relating to the
facilities operations and performance
- Ensure all health and safety requirements are established and
followed by on site staff and sub-contractors
- Directs general activities related to enhancing work
performance and providing services in a safe and efficient
manner
- Promote responsibility for safe and controlled work
environments Physical Demands & Work Environment
- Must possess valid state driver's license; may be required to
travel via car within a specific metropolitan region
- Prolonged periods walking or standing
- Must be able to lift, carry, and place up to 50 pounds at a
time
- Must be able to work schedules that include days, nights,
weekends, and/or holidays as needed
- Must be able to bend, stoop, and wipe frequently As a global
organization, ISS Group is committed to making the international
community more resilient and just for all people. We encourage
diversity and inclusion in their broadest terms, including
ethnicity, race, age, gender, gender identity, disability, sexual
orientation, religious beliefs, language, culture, and educational
background. We look to lead our industry by example and to
positively influence the market wherever we operate.
Keywords: ISS Facility Services - North America, Cincinnati , Site Operations Supervisor, Professions , West Chester, Ohio
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