Escalations Manager Jobs in Quebec (NOW HIRING)

SUMMARY

The Facility Manager III ensures that client facilities are operated and maintained cost-effectively, safely, efficiently as per the operating parameters of the Statement of Work and management contract.  This job is accountable for the management, financial and operational performance of a facility or group of facilities within a region.  The Facility Manager III is the primary BGIS representative for day-to-day contact with the Client and the Tenants for performance of the contract.  The FM III will manage a portfolio of properties across Canada for a specific client user base. 

KEY DUTIES & RESPONSIBILITIES

Exemplify Customer Service and Create Memorable Customer Experiences

• Is the single point of contact for a portfolio of properties and all facility related requests.
• Manages customer relationships and provides proactive communications. 
• Builds strong relationships with end users and is a trusted partner with the assigned line of business/client.
• Creates presentations for client consumption showcasing trends & providing valued insights and recommendations that support the operations of a first-class facility.
• Responds to incidents and ensure timely resolution of facility requests with insightful & proactive communication with concerned parties.
• Coordinates with third parties, internal concerned parties, and client concerned parties to ensure that solutions are holistic, timely, cost effective and relevant to end user needs.
• Provides a "white glove" service level and experience for a portfolio of properties with a high touch need.
• Effectively manages escalations with a sense of urgency congruent with client expectations.

Financial Control

• Responsible for the development of budgets (O&M, Transaction {rents etc.} and capital project expenditures) and be able to defend the logic to superiors and clients.
• Using financial reports, perform monthly budget, analyse and re-forecast allocations as necessary.
• Meet annual targets as per contractual performance indicator.

Facilities Management

• Manages facilities with square footage of 500,000 square feet. 
• Manage all aspects of facility requests including oversight and monitoring of all work orders, escalations, preventative maintenance activities, incidents and small projects.
• Properties generally have single tenants with simple building operations component e.g. HVAC system, life safety system etc.
• Liaison with Client and Tenant on day-to-day facility management activities.
• Develop and maintain complex preventative and corrective maintenance schedules; perform all maintenance to ensure asset integrity and value of all building systems and architectural components.
• Ensure compliance with corporate and legislated policies, procedures, practices and guidelines related to environmental, building code and health and safety issues by applying cursory knowledge of legislation related to these areas.
• Sub-contracts for services and goods:
  • Prepare tender documents for RFP, tender and analyse bids
  • Negotiate best possible terms and prepare contract documents. 
  • Approve service contracts up to authority level.
  • Monitor sub-contractor performance.
• Prepare strategic analysis of properties considering financial indicators, market analysis and long-term project plans.
• Monitor service level request from clients and ensure that they are within the scope of the contract; prepare service level change orders as required.
• Annual Building Inspection (ABI):
  • Perform annual inspection of all sites and evaluate the condition of all building components.
  • Derive a project plan for future maintenance activities and input into Capital Planning.
• Tenant Service work:
  • Evaluate tenant requests and demonstrate expertise by recommending cost saving or otherwise more beneficial alternatives.
  • Performance Evaluators.
  • Monitor results of various contract service performance indicators and develop action plan for deviations.
• Meet all service level performance indicators.
• Perform simple cost benefit analysis.

People Management

• Supervise Team Member(s) including directing activities, establishing goals and objectives, performance evaluation and communicating vision for operations and maintenance; supervise facility managers. 

• Other duties as assigned.

KNOWLEDGE & SKILLS REQUIRED

• Five to ten years' experience in a property/facility management environment.
• Excellent communication and relationship management skills.
• Excellent people management skills.
• Self-starter, willing to learn, able to work independently.
• Excellent business management/development skills.
• Excellent at planning and organising.
• Strong negotiation skills.
• Knowledge of building standards and requirements.
• Strong analytical and problem-solving skills.
• Superior communication and facilitation skills required to advise and influence client.
• Strong computer skills.
• Strong customer focus.
• Strong technical knowledge.
• Ability to multitask and meet strict deadlines under pressure.
• Ability to work in a high touch environment with high client expectations. 
• English is required because you will be dealing with English-speaking customers as part of your job.

Licenses and/or Professional Accreditation

• Certified Facility Manager through International Facility Management Association (IFMA).
• Certified Property Manager through Institute of Real Estate Management.
• Facility Management Administrator Designation through Building Owners and Managers Institute (BOMI).
• Real Property Administrator through Building Owners and Managers Institute (BOMI).

We value transparency in our hiring processes. Please note, artificial intelligence may be used in certain stages to screen, assess, or select applicants, however, a human reviewer makes all final decisions. This posting is for a future vacancy.BGIS is a global leader in integrated facility management services. With a combined team of over 10,000 globally, BGIS relentlessly focuses on delivering innovative service solutions that create value for its clients. Globally, BGIS manages over 50,000 facilities totaling more than 600 million square feet across several markets including government, higher education, utilities, telecommunications, financial services, oil & gas, healthcare and cloud enterprise. In addition to managing a diverse portfolio of corporate offices, retail, colleges, hospitals and industrial assets, BGIS is a world leader in the management of data centers and other critical environments.