Operational Controls Manager

🕒 April 14

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Scandinavian Building Services

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1956

🤝 B2B

B2B • Cleaning

Scandinavian Building Services is a prominent Canadian company specializing in retail cleaning, commercial cleaning, and maintenance solutions across the nation. With over 65 years of experience, the company sets the standard for quality, service, and dependability. It offers a wide range of services including retail, public sector, commercial, and construction cleanup, as well as arts, sports, and entertainment cleaning. Known for innovative and flexible approaches, Scandinavian Building Services is dedicated to maintaining a "spotless" reputation through exceptional customer service and a commitment to sustainability.

📋 Description

• 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.

🎯 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.