Multi-Site Services Manager

The Multi-Site Services Manager The Multi-Site Services Manager will work in line with the client and ISS Facility Services values to drive the vision and create a seamless service for all employees and guests visiting the facilities. The Multi-Site Services Manager should be comfortable using a multitude of customer service skills to meet the wide and varied requirements of the role and will always act as an ambassador of the client’s brand. Reporting to the Key Account Manager, the Multi-Site Services Manager will be responsible for leading a team of ISS staff working at various client sites to deliver an excellent work experience. The Multi-Site Services Manager reports to a Key Account Manager (or higher) and is exempt from overtime. Evaluate and verify employee performance through the review of completed work assignments and work techniques.Success Criteria: Smooth and streamlined working relationship with account key stakeholders to ensure service excellence alwaysExcellent multi-tasking skills being able to manage multiple situations in a calm, professional mannerUse operational knowledge of the facilities/sites to provide or guide swift resolution to any challenges experienced by employees or guestsMaintain personal awareness of all site and team procedures, embracing and implementing new procedures swiftlyEstablish and carry out projects and organizational goals, policies, and proceduresSchedule and supervise project work and completionManage cost centers for sites and projectsMaintains records prepare reports and compose correspondence relative to the workWork side by side with operational ISS partners to ensure customer satisfactionScreen and evaluate new employeesEnsure employees follow all rules and policies set forth by the customerCoordinate activities by scheduling work assignments, setting priorities, and directing the work of subordinate employeesIdentify staff development and training needs and ensures that training is obtainedEnsure proper labor relations and conditions of employment are maintainedRequirements:At least 5 years of operating within a Customer Service environment providing guests hosting and/or concierge/reception services to the highest standardAt least 3 years of previous management experienceExperience interfacing with all levels throughout a corporate organizationAbility to communicate with all levels within a client’s management structureAble to command credibility and ability to influenceExcellent financial acumenIT literate including MS Office proficiencyPossess a valid driver’s licenseDemonstrates strong skills in Communication, Decision-making, Leadership, and Problem-solvingExcellent time management skills, customer service skills, and independently motivatedAbility to train and supervise a group of employeesAbility to work in a demanding, fast-paced, high-volume environmentDesired Skills:The ability to converse with peers and executives in a genuine, professional, and confident mannerExcellent verbal communication skillsExcellent interpersonal skillsAbility to keep calm under pressureEfficientAbility to balance conflicting demandsA commitment to and knowledge of the organization and its workAbility to make people feel at easeWillingness to strive for excellence even at busy timesAbility to work under own initiative, polished presentation & Innovative and creative approachHSEQ ComplianceAll employees must adhere to Health, Safety, Environment, and Quality (HSEQ) policies and procedures to ensure a safe and compliant work environment. This includes following safety protocols, maintaining environmental responsibility, and upholding quality standards in all tasks. Employees are expected to actively participate in HSEQ training and report any potential hazards or compliance concerns.To Executive Search Firms and Staffing Agencies: ISS Facility Services / Guckenheimer does not accept unsolicited resumes from agencies. All unsolicited resumes will be considered ISS Facility Services / Guckenheimer property, and ISS Facility Services / Guckenheimer will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting the ISS Facility Services / Guckenheimer Human Resources Talent Acquisition Department. As a global organization, ISS Group is committed to making the international community more resilient and just for all people. We encourage diversity and inclusion in their broadest terms, including ethnicity, race, age, gender, gender identity, disability, sexual orientation, religious beliefs, language, culture, and educational background. We look to lead our industry by example and to positively influence the market wherever we operate.