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Scandinavian Building Services logo
Scandinavian Building Services

A national leader in providing janitorial services - our reputation is spotless!

Operational Controls Manager

ManagerManagerFull TimeRemoteSeniorTeam 5,001-10,000Since 1956H1B No SponsorCompany SiteLinkedIn

Location

Canada

Posted

96 days ago

Salary

0

Seniority

Senior

Bachelor Degree5 yrs expEnglish

Job Description

Operational Controls Manager

Scandinavian Building Services

• You will be reporting into the Senior Director, Business Intelligence. • Provide 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 stakeholders • Develop and implement quality controls and departmental standards to ensure quality standards, organizational expectations, and regulatory requirements • Work cross-functionally with Operations and Corporate teams by providing leadership and mentoring related to the Operational Controls function • Drive consistency and quality in customer service interactions across all channels • Communicate with staff to resolve performance and personnel problems; discuss and implement company policies and procedures • Follow and lead all Company values and mission statements • Demonstrate leadership within the organization, modelling appropriate behavior • Support client onboarding and integration efforts, utilizing project management best practices to ensure complete and timely integration • Ensure accountability by monitoring task completion and escalating late or incomplete items in accordance with established processes • Act as an internal liaison during integrations, ensuring processes, workflows, and communication channels are clearly defined • Partner with internal stakeholders to align operational control processes with client and business needs • Assist 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 opportunities • Ensure operational metrics are accurate, visible, and actionable • Drive enhancements to OC tools, documentation, and standard operating procedures • Support change management initiatives related to systems, workflows, or service models • Ensure the OC function scales effectively as volume, clients, and complexity grow.

Job Requirements

  • Posses a minimum of 5 years of progressive experience in operations or business management
  • A minimum of 2 years in people or team leadership is required
  • A post-secondary degree or diploma in a business or related field is required, with a background in Data Sciences preferred
  • Strong experience managing work order systems, ticketing platforms, or case management tools
  • Demonstrated ability to drive continuous improvement initiatives
  • Must be able to work under pressure with a sense of urgency
  • Intermediate-level MS365 tools and data analytic skills required
  • Adept understanding of systems, data integrity, and KPIS performance management
  • Demonstrated flexibility and adaptability required to meet changing priorities
  • Professional written and verbal communication skills.

Benefits

  • Awarded 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.
  • We offer a comprehensive medical and dental plan as well as personal days off.

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