RESPONSABLE CONTROLE DE GESTION OPERATIONNEL (H/F)

Scandinavian Building Services has been a Canadian leader in retail and commercial cleaning for the last 60 years. Starting as a small family owned and operated business in Edmonton Alberta in 1982 to offering full service janitorial and building maintenance across Canada today. We attribute our success to staying true to our core values of Service, Motivate, Respect, and Connect. As we continue to grow we are looking to add a Operational Controls Manager to the Scandi Family!
Schedule: Monday-Friday 8:00am-4:30pm with a 1-hour lunch (30 minutes paid and 30 minutes unpaid)
This is a remote position.
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.
We want our employees to grow with us long term and offer a tuition reimbursement program to continue your professional development.
With a strong national presence across Canada and growth into the US.
We are and have always been a family owned and operated business. Benefits: We offer a comprehensive medical and dental plan as well as personal days off.
You will be reporting into the Senior Director, Business Intelligence. Leadership and Management
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
Client Integration & Stakeholder Support
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
Partner with internal stakeholders to align operational control processes with client and business needs
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
Partner with internal stakeholders to align operational control processes with client and business needs
KPI & Performance Management

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
Continuous Improvement & Enablement

Support change management initiatives related to systems, workflows, or service models
Posses a minimum of 5 years of progressive experience in operations or business management
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
Intermediate-level MS365 tools and data analytic skills required
Adept understanding of systems, data integrity, and KPIS performance management
20 minute preliminary phone interview with our Recruiter
~30 minute MS Teams video interview with the Hiring Manager and direct Supervisor for the role

At Scandinavian Building Services we are an equal opportunity employer who values a diverse workplace.