Operations Manager - Facility Management
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Key skills for this role
About the Role
Smart DCS Cleaning Services is seeking an Operations Manager with facility management experience to oversee daily operations, improve workflows, manage teams, and ensure customer satisfaction.
Key Skills for This Role
Responsibilities
- Oversee and manage daily operational activities across all service divisions
- Plan and coordinate daily schedules for technicians, supervisors, drivers, and support staff
- Establish effective communication channels between departments
- Manage Annual Maintenance Contract (AMC) operations and preventive maintenance schedules
- Implement and maintain structured operational documentation standards
- Supervise field teams, supervisors, drivers, and operational support staff
- Assess the company's current operational structure and identify opportunities for improvement
- Develop and implement Standard Operating Procedures (SOPs), process guidelines, and operational controls
Requirements
- Facility Management: 4 years (Required)
- Proven track record of diagnosing operational bottlenecks and implementing proactive solutions
- Strong leadership and team management skills
- Excellent communication and coordination skills
Full Job Posting
Position Overview
- Position Title: Operations Manager
- Department: Operations
- Only Candidates with Facility Management Experience will be contacted.
- The Operations Manager is responsible for overseeing and improving the company's day to day operations.
Operations Management & Service Delivery
- Oversee and manage daily operational activities across all service divisions.
- Ensure timely execution and completion of scheduled jobs in accordance with company standards.
- Monitor operational performance and resolve service delivery issues proactively.
- Maintain operational efficiency while ensuring high levels of customer satisfaction.
- Ensure compliance with company procedures, service standards, and operational policies.
Scheduling, Resource Planning & Workforce Allocation
- Plan and coordinate daily schedules for technicians, supervisors, drivers, and support staff.
- Optimize workforce allocation to maximize productivity and service coverage.
- Minimize operational delays, travel time, and resource wastage.
- Monitor manpower requirements and recommend staffing adjustments based on operational demand.
- Ensure proper utilization of vehicles, tools, equipment, and operational resources.
Cross Department Communication & Coordination
- Establish effective communication channels between Call Center, Customer Service, Scheduling, Operations, Sales, and Field Teams.
- Ensure accurate and timely communication of customer requirements, operational updates, and service schedules.
- Address communication gaps that negatively impact service delivery or customer experience.
- Promote collaboration and accountability across departments.
Customer Service & Operational Support
- Support customer service teams in resolving operational concerns and service escalations.
- Monitor service quality and customer feedback.
- Assist in improving customer satisfaction, retention, and service consistency.
- Ensure customer commitments are delivered accurately and professionally.
AMC & Maintenance Operations
- Manage Annual Maintenance Contract (AMC) operations and preventive maintenance schedules.
- Monitor Preventive Planned Maintenance (PPM) activities and service compliance.
- Ensure timely completion of corrective and reactive maintenance requests.
- Maintain accurate service records, reports, and maintenance documentation.
Documentation, Reporting & Operational Compliance
- Implement and maintain structured operational documentation standards.
- Ensure proper preparation and usage of Quotations, Inspection Reports, Service Reports, Job Completion Certificates (JCC), AMC Reports, and Daily/Monthly Operational Reports.
- Maintain accurate operational records within CRM and company systems.
- Generate performance reports and operational analysis for management review.
Team Leadership, Training & Performance Management
- Supervise field teams, supervisors, drivers, and operational support staff.
- Monitor employee performance, attendance, productivity, and professionalism.
- Identify skill gaps and coordinate technical and operational training programs.
- Ensure field teams maintain company standards for appearance, conduct, safety, and customer interaction.
- Conduct regular operational meetings, toolbox talks, and performance reviews.
Operational Excellence & Process Improvement
- Assess the company's current operational structure and identify opportunities for improvement.
- Review existing workflows, communication methods, systems, and operational procedures to eliminate inefficiencies.
- Develop and implement Standard Operating Procedures (SOPs), process guidelines, and operational controls.
- Identify recurring operational issues and implement corrective and preventive actions.
- Evaluate CRM systems, scheduling tools, reporting structures, and operational platforms to improve efficiency and accountability.
- Review service pricing structures, manpower allocation, and operational costs, providing recommendations to management.
- Ensure field teams are adequately equipped with the required tools, materials, equipment, uniforms, and operational resources.
- Conduct regular operational audits and site assessments to ensure compliance with company standards.
- Drive continuous improvement initiatives that strengthen service quality, productivity, communication, and customer satisfaction.
- Take ownership of operational challenges and implement practical solutions.
Key Performance Indicators (KPIs)
- Job Completion Rate
- Schedule Adherence
- Team Productivity
- Customer Satisfaction (CSAT)
- Complaint Resolution Time
- Service Quality Compliance
- Workforce Utilization
- Operational Efficiency Improvements
- AMC Service Compliance
- Documentation Accuracy
- Process Improvement Implementation
- Reduction in Operational Errors and Service Delays
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