Overview

Reporting to the President, this role contributes to ensuring outstanding and quality services are delivered in keeping with SDA’s high standards of performance.

Key Results and Activities

Demonstrates SDA’s Mission and Values

Achieves performance that makes a difference through:

Contributing to a positive and collaborative work environment
Treating others with dignity, courtesy, and respect
Encouraging and maintaining a friendly, fair, and creative work environment
Respecting diversity, new ideas, and hard work

Manages and Develops Employees and Subcontractors

Assigns team members to work locations in a fair way
Establishes performance standards related to the delivery of Retail Janitorial Services
Supervises and directs services delivered by vendors and their crews on behalf of SDA
Ensures all team members receive all required training including all required SDA Policies and Procedures, Health and Safety, and product usage
Ensures the safe and appropriate use of on-site equipment, such as the janitor cart system, burnishers, and auto-scrubbers
Provides ongoing performance feedback and coaching in support of service and individual success
Provides performance management and disciplinary action when needed
Works in partnership with HR to follow best practices

Champions Health and Safety

Fulfills the manager’s responsibilities to ensure a healthy and safe workplace, including:
o Ensures appropriate health and safety policies and practices are established and implemented throughout all of SDA’s work areas

o Takes all reasonable precautions to protect the health and safety of team members and the public

o Proactively identifies and resolves hazards that could lead to an unsafe workplace

o Conducts workplace inspections at least once per month to identify and evaluate hazards

Ensures all team members follow their responsibilities of the SDA Health & Safety Policies and Practices, including:
o Using, wearing, and maintaining all required personal protective equipment and clothing

o Reporting any potential or actual danger, hazard, or infraction to their supervisor as soon as possible

o Reporting all incidents, accidents, workplace injuries or illnesses to their supervisor immediately

• Follows SDA company vehicle and cellphone use policies and procedures

Achieves or exceeds customer satisfaction for retail janitorial clients

Uses integrity and diplomacy to maintain excellent customer relationships
Creates and implements new account start-up plans to ensure success
Ensures day-to-day services are being consistently delivered to SDA’s high standards within established timelines and scope of work
Responds promptly to customer requests, concerns, and issues
Identifies opportunities to provide additional services to existing customers
Manages delivery of work orders, periodic work, and additional services
Ensures all monthly quality control inspections are completed and issues are followed up for resolution
Manages and monitors budgets for each client location to maintain deliverables and profitability
Makes sure services meet all federal and provincial legislation requirements
Collaborates with other management team members to develop new policies or procedures and evolve SDA services
Partners with colleagues from Maintenance and Repair to increase the scope of services provided to current clients

Business Development

Sustains and nurtures relationships with existing key clients
Builds a pipeline of new business opportunities to achieve monthly, quarterly, and annual revenue goals
Nurtures strategic relationships with prospective condo & retail clients
Quotes new business at SDA target margins and obtains approvals from the President in advance of proposal presentation to prospective clients
Drives revenue growth by pitching and securing new contracts with existing and new clients

Priority Management

Regular working hours for this role are Monday to Friday, with flexible use of time to support the business according to account requirements
As this is a management role, the General Manager – Retail Janitorial will:
o Stay aware of current or potential crises that may require situation-specific responses outside of regular working hours

o Use judgment to respond to phone calls or voice messages needing an immediate response due to a safety or emergency issue.

To prevent burnout, lieu time will be allocated when a high number of working hours occur outside of regular working hours. This will be decided on a case-by-case basis.

Qualifications and Experience Needed to Succeed in this Role

Previous commercial janitorial and property maintenance experience
Familiarity with professional cleaning methods and products, including floor stripping, waxing and recoating methods for commercial buildings
Able to train team members in the use of equipment such as auto-scrubbers and propane burnishers
Knowledge of the Health and Safety standards, AODA, Ontario Building Code, and Municipal Property Standards By-Laws
WHMIS and Health & Safety certification
Ability to travel around the province to supervise the delivery of services
Availability to work flexible hours including weekends, evenings, and nights as needed for supervision of service delivery
Excellent problem-solving capabilities using sound judgement
Remains calm and focused in emergencies
Dependability, strong work ethic, and self-motivation
Strong attention to detail and responsiveness to changing priorities
Passion for a job well done and making a difference
An approachable style with the ability to work with individuals in different roles
Proficient English speaking and writing skills; other languages are an asset
Ability to listen, understand, and respond to issues appropriately
Strength to lift, as part of daily tasks, items up to 50 lbs./23 kg
Capability to perform work requiring standing, walking, crouching bending, kneeling as well as repetitive tasks
Intermediate level computer literacy including Microsoft Outlook, Excel, and Word as well as familiarity with other enterprise platforms
Eligibility to work in Canada with current documentation
Valid driver’s license and good driving record