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About the Role

The Operations Supervisor assists the Site Operations Manager with planning, organizing, and directing operational and soft service lines to achieve facility objectives while adhering to client and ISS corporate standards. This role focuses on executing and optimizing operational and Soft Services’ team responsibilities to ensure seamless, reliable, and efficient service delivery. A major emphasis will be placed on consistent communication with team members, providing oversight, and driving safety, service excellence, and customer experience.

Responsibilities

Assist the Site Operations Manager with planning, organizing, and directing operational and soft service lines.
Interface with direct reports, vendors, and local stakeholders.
Communicate with team members consistently and provide oversight.
Ensure necessary coverage during business hours for all operational and soft service lines.
Drive safety, service excellence, and customer experience.
Provide oversight and stop-gap support for the facility team.
Meet deliverables set by the Site Operations Manager.
Ensure business continuity of services with effective team supervision and schedule management.
Work directly with employees to ensure consistent training is delivered.
Flexibly cover and augment roles in case of employee turnover or customer demand increases.
Communicate effectively with colleagues at multiple accounts and across the company.
Participate in project groups and meetings as required.
Transfer best practices.
Use account successes to promote and further develop ISS.
Lead and provide support to the team to ensure the facility is clean, free of trash, and without safety concerns.
Ensure restrooms are stocked 100% of the time during store operating hours.
Lead and provide support to the team to ensure dishwashing and food areas are clean, available, organized, and compliant with all safety or health codes.
Lead and provide support to the team to ensure site interior shopping tools maintain appropriate inventory levels and encourage safe and efficient outdoor working for cart collection/availability, including appropriate disinfection methods.
Lead by example and work directly with site employees to quality control 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.
Coach and encourage the team to have the knowledge, confidence, and empowerment to make decisions that result in a great customer experience.
Monitor performance against agreed goals, adapt and act when required, and analyze customer concerns.
Meet KPIs/SLAs.
Partner with Site Operations Manager to complete root cause analysis for future improvements.
Monitor operational service lines to identify efficiencies and gaps to develop actions to improve customer experience.
Assist with the hiring, onboarding, and training of Operational and Soft Service team members.
Drive a culture of proactivity and contribute positively to facility operations 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 facilities operations and performance.
Ensure all health and safety requirements are established and followed by on-site staff and sub-contractors.
Manage general activities related to enhancing work performance and providing services in a safe and efficient manner.
Promote responsibility for safe and controlled work environments.
Support parking lot management on any applicable peak shopping day.
Adhere to Health, Safety, Environment, and Quality (HSEQ) policies and procedures.
Follow safety protocols, maintain environmental responsibility, and uphold quality standards.
Actively participate in HSEQ training and report any potential hazards or compliance concerns.

Requirements

Minimum 3+ years of supervisory experience in janitorial or custodial operations, with a strong focus on service quality and customer satisfaction.
Experience in building maintenance and facility operations is desired.
Experience leading/managing frontline teams meeting operational SLAs 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 and labor management for high foot traffic buildings with a large footprint.
Must be flexible to support all shifts, including mornings, days, evenings, nights, weekends, and emergencies.
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 bend, stoop, and wipe frequently.
Must frequently immerse hands in water.

Skills

Supervisory experience
Janitorial operations
Custodial operations
Service quality
Customer satisfaction
Building maintenance
Facility operations
Leading frontline teams
Meeting operational SLAs
Meeting compliance requirements
Communication
Decision-making
Leadership
Problem-solving
Professional aptitude
Customer service aptitude
Basic computer proficiency
Excel
Word
Outlook
CMMS Systems
Smartphone Systems
Work order management
Labor management
Safety
Service excellence
Customer experience
Training delivery
Schedule management
Hiring
Onboarding
Quality control
Root cause analysis
Process improvement
Creative problem solving
Standardizing solutions
Health and safety compliance
Parking lot management

Location

Specific metropolitan region

Work Type

Full-time

Experience Level

3+ years of supervisory experience

Salary/Compensations

C$63000 per year - C$69000 per year

Benefits

Medical insurance
Dental insurance
Life insurance
Disability insurance
Comprehensive leave program

About the Company

ISS offers full time employees a variety of benefits.
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.

Equal Opportunity

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.