Operations Services Supervisor

Job Summary

Key Focus: The Operations Services Supervisor is responsible for supporting all territories and regions in overseeing the daily operations of janitorial teams across multiple sites or facilities pertaining to Adhoc & Specialized Services delivery as a core function. This role ensures that these services are delivered efficiently, safely and to the highest quality standards, while maintaining strong customer relationships and managing staff performance.

In addition, this role will support existing territories and regions with various supervisory duties including but not limited to Night supervision, adherence to Uniforms/ID badges, Background checks, Audit & vacation coverage.

Duties and Responsibilities:

Customer Relationships & Communication

• Function as the face of United to customers in the field, building lasting partnerships rooted in responsiveness, reliability, and trust.
• Champion a customer-centric culture by aligning field team actions with customer expectations and service standards.
• Lead proactive outreach and store visits to discuss performance, address operational issues, and resolve cases collaboratively.
• Manage escalations with urgency and tact, ensuring all customer concerns are resolved at or above expectations.
• Conduct regular business reviews with key stakeholders (e.g., VPs, District Managers) to communicate wins, risks, and action plans.
• Facilitate structured communications between customers and internal teams to ensure alignment, transparency, and accountability.
• Lead

• • Meetings (Phone or In-person) with key customer stakeholders                                                                                       
  • Reporting on Issues Mgmt. at Region level.

Team Supervision and Leadership

• Set expectations of SOW delivery
• Supervise, train, and support Janitorial staff across all services
• Conduct regular site visits to inspect work quality and adherence to SOW requirements
• Schedule shifts and assign duties to ensure adequate coverage

Operational Oversight

• Responsible for SOW & Quality of services to be delivered; Collaborate with Partner Relations to come up with action plans to improve quality and productivity
• Coordinate and monitor cleaning operations to meet customer expectations

• Ensure compliance with health and safety regulations, legal, uniform/ID badges compliances
• Respond promptly to services issues and emergencies

Inventory & Budget Management

• Monitor and control operational budgets and costs
• Manage inventory of cleaning supplies and equipment

• Order relevant supplies and ensure proper maintenance of cleaning equipment

Reporting & Documentation

• Maintain accurate records of work completion in SF, signoffs, inspections and or any other documentation as prescribed by Customer
• Prepare SF reports on KPI’s related to operational performance of services

Internal Communication

• Participate in process improvement and internal business review meetings
• Using SF to communicate to relevant departments on status of work

Process Compliances Operations

• Responsible for process adoption within the Salesforce ecosystem.
• Responsible for managing business using United technologies provided                   (e.g., Salesforce & Microsoft).
• Support regional and or territories on key United operational processes and KPI’s: As per Retention Priority Framework, to name a few.

• Partner Change Overs (PCO).
• Material Consumption.
• Specials.
• Visitation Audits & Case mgmt. for issues and escalations.
• Lead and implement Schedules.
• A.R.I and H & S Compliance.
• I.D Badging & uniform compliance for all Partners & cleaners.
• Onboarding and In Store Partner Training
• Partner Performance Mgmt.
• Inspections/reporting required by Customers for Billing purposes                                                                                                                                          
• Collection of Annexes or any other types of Inspections/reporting required by Customers for Billing purposes                                                                                                                                          

Recruitment, Training & Development:

• Collaborating with Talent Acquisition to support potential Partner/Sub-contractor coverage for all services to support region and territory

• Collaborating with Partner Relations to support training and performance management of Partners/Sub-contractors & janitorial staff
• Create an environment that encourages learning and inspires brainstorming, creativity, and innovation.

Additional Responsibilities:

• Perform all daily functions in alignment with company mission, vision, and values
• Work in compliance with Health & Safety policies and legislation and take every reasonable precaution to protect the health and safety of all employees and business partners

• Protect company assets from damage and misuse
• Perform other related duties as may be required from time to time to support business operations at store and or site level

Job Requirements and Expectation

• Building strong Customer and Partner relationships
• Available to address Customer and Partner needs and concerns in a timely manner.

• Willing to travel frequently within the designated territory or outside the province as may be required from time to time to support the entire territory.
• Ability to deal with high levels of stress and solve problems as they arise.
• Ability to work flexible shifts on a rotation basis.
• Available to address concerns in a 24/7 environment.

Skills:

• Business acumen
• Task management & Planning skills
• Communication Skills: Active listening, verbal, and written communication skills
• Conflict management & negotiation skills
• Needs assessment and information gathering
• Advanced technology competency.
• Managing budgeting & costing
• Expertise in floor care and cleaning procedures is an asset
• Process and compliance driven
• Coaching and Mentoring
• Superior time management and problem-solving skills
• Ability to work independently

Education/Experience

• University degree in Business Administration or related operations or field experience
• Minimum of 5 years’ experience in the Janitorial industry
• 10+ years’ experience in operational management or related roles