Senior Manager, Service Excellence

About Us

JOB DESCRIPTION

BGIS is a leading provider of customized facility management and real estate services. With a combined team of over 10,000 professionals worldwide, we relentlessly focus on enabling innovation through the services we deliver. We actively seek new opportunities that drive innovation for our clients’ businesses. Globally, we manager over 320 million square feet of client portfolios across 30,000+ locations in North America, Europe, Middle East, Australia, and Asia. For further information, visit www.bgis.com .

OUR CULTURE

At BGIS, our culture is built on three foundational pillars:

• Culture of Care: We deeply care for each other, our clients, partners, and the communities we serve.
• High Performing Teams: We go Above and Beyond to deliver exceptional services. INTEGRITY, OWNERSHIP, RESPONSIVENESS, INITIATION, VISIBILITY, DRIVE, and INTEGRATION are core to high performance.
• Unwavering Commitment to Sustainability: We conduct every action with a focus on preserving our earth.
  
  
  

Summary

The Senior Manager, Service Excellence is an operational & vendor Management role accountable for the delivery of service excellence for BGIS self-perform delivered services. Leads & drives initiatives aimed to enhance the overall client experience and satisfaction w/ these services with a focus on ensuring the delivery of high-quality services.

This role will work in collaboration with all key BGIS departments to ensure full support of all activities and play a key role in our INTEGRATED approach to operating buildings.

Opportunities for Development:

At BGIS we are committed to the development of our people – offering them opportunities to learn and grow into various roles. Success in the role offers Team Members the opportunity to explore various roles – some include:

• On account operational leadership,
• Facility Management Office roles to support accounts,
• Project Management roles to lead and execute projects,
  
  
  

Key Duties & Responsibilities

Safety and Regulatory Ownership:

• Follow and apply all Health and Safety and Emergency Response, aligned with both BGIS and Client expectations to ensure safety of all employees and building occupants.
• Work in collaboration with BGIS Health Safety and Environment Teams for support and direction on key programs to emphasize Safety Culture
  
  
  

People Leadership

Demonstrates strong, competent leadership for team members to guide them in reaching their full potential and meeting their objectives, which supports achievement of our corporate goals. Specifically, these responsibilities include but not limited to:

• Full involvement with recruiting talent
• Provides mentoring, coaching and guidance to all team members
• Objectively recommends compensation adjustments
• Manages all aspects of performance
  
  
  

Ultimate Owner- Customer Service Ambassador

• Responsible for ensuring that Self-Performed teams are delivering service excellence to all account client sites on a day-to-day-basis.
• Serve as Customer Service Ambassador and same-day touchpoint for clients to ensure issues are addressed and customer satisfaction is enhanced.
• Own & coordinate of regular touchpoints with account Operations and key Self Perform contributors, ensuring focus on key client goals.
• Monitor critical business metrics daily with accountability for creating & driving action plans.
  
  
  

Owner of Service Performance

• Ensure key contributors on account & Self-Performed teams are meeting key daily commitments & service deliverables.
• Act with urgency to apply relevant escalation processes to ensure any outstanding items are addressed in a timely fashion.
• Develop & implement actions, plans & follow-up activities to maintain high level of vendor performance.
• Lead in managing client escalations & supporting any dispute resolution process.
  
  
  

Collaboration

• Serve as a coordinator & connector between account & Self-Performing teams to ensure correct team members are engaged to drive quick resolution of issues.
• Promote & demonstrate collaboration and open communication between clients, teams and departments.
• Participate in client facing touchpoints to update on key deliverables, monitor & respond to client feedback and report on results & findings.
  
  
  

Self- Performance Management

• Responsible for governance of performance and management of BGIS Self-Performed groups.
• Involved in development & deployment of Self-Performance score-cards & metrics aligned with BGIS’ overall vendor management program.
• Accountable to oversee billing to ensure accuracy and prudent management of client funds.
• Monitor and analyze performance metrics to identify trends and opportunities for improvement.
• Conduct periodic evaluations to measure customer satisfaction level and derive actionable items.
  
  
  

Risk Management

• Identify potential risks in the service and proactively & urgently address issues appropriately.
  
  
  

Recognition and Rewards

• Recognize and reward employees for their contributions, achievements, and commitment to self-performance. Implement incentive programs that motivate employees to excel and exceed expectations.
  
  
  

Knowledge & Skills

• Operational excellence (5 years in Operational Role).
• Customer care.
• Strong Communication.
• Analytical (identify root cause/ drive solution).
• Vendor relations management.
  
  
  

Licenses and/or Professional Accreditation

• None Required
  
  
  

BGIS is an equal opportunity employer, and we welcome you to apply for a position with us! If you require accommodation during the recruitment process, please contact us at askHR. Upon request for accommodation, we will consult with the applicant in question and provide, or arrange for the provision of, suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.