Director, Client Services

Job Title

Director, Client Services

Job Description Summary

The Director, Client Services is responsible for the operations, growth, and profitability of the customer accounts for Engineering & Operations. The purpose of this position is to achieve the objectives of senior management with respect to market retention and growth in facility services and serve as the expert in the solutioning and pricing for Operations & Maintenance.

Job Description

Reporting Relationships

The Director, Client Services reports to the Sr Director, Client Services and directly supervises Operations Managers, Area Managers, and/or Account Managers. Additionally, the Director of Operations works with business development, finance, human resources, safety, and other functional staff to help achieve his/her objectives for business growth and retention.

Outlined Responsibilities Below:

Operations:

• Manages the Operations Team and Facility Managers who provide the day-to-day oversight to the customer locations.

• Establishes general and job specific performance standards and advises management/supervisory staff of standards and targeted yearly goals.

• Oversees and monitors staffing levels for all account locations, to determine optimum levels for accounts.

• Conducts site surveys/inspections with Operations Managers, Area Managers, Facility Managers, and customers, as well as unscheduled site audits to assess technical skill levels, production rates, and quality of service.

• Develops and implements quality assurance methods and procedures, overseeing and assessing quality levels achieved at individual accounts.

• Ensures the implementation of the company's standardized work processes.

• Remains knowledgeable in new product/service delivery and communicates same to Operations Managers, Area Managers, and Facilities Managers.

• Understands and utilizes key technology applications.

• Coordinates and oversees all start-ups and transitions, providing the necessary liaison activities, planning, and control to ensure their successful completion.

• Demonstrates excellent interpersonal skills, being able to work effectively with all levels of employees, management, and clients.

• Develops effective working relationships with all clients for the delivery of contracted and new services.

• Establishes and maintains the respect and confidence of Operations Managers, Area Managers, Facility Managers, site personnel, and customers.

Business Development:

• Proactively seeks new business through organic growth and new opportunities.

• Growth may consist of new lines of service within an existing client site or a new business opportunity partner.

• Assist in pricing, solutioning, and assisting in proposal development for all integrated services opportunities.

• Supports Business Development activity to help generate new accounts.

Finance:

• Monitors/evaluates current and new account budgets, with emphasis on the management of overhead, labor, materials, and service contract expenses in order to achieve financial objectives.

• Utilizes the financial dashboard on a monthly basis.

• Ensures the Account Directors and Operations team are monitoring and reviewing payroll to ensure timely completion and processing and, working in conjunction with Account Managers, to ensure accuracy.

• Responsible for the Operations team managing the purchasing and inventory control functions for all responsible accounts.

• Closely monitors receivables, achieving the DSO target for his/her area of responsibility.

• Develops and administers cost containment/reduction activities among assigned accounts including OT and expenses.

Human Resources:

• Screens, interviews, and selects Exempt personnel (Operations Managers, Area Managers, Facility Managers, and Supervisors), working in conjunction with Human Resources.

• Oversees the selection and hiring of Non-Exempt personnel (facilities staff), and ensures compliance with Federal, State, Local, and Company guidelines.

• Evaluate the work performance of all direct reports annually and prepare a succession plan for his/her area of operations.

• Establishes contingency Operations Manager, Area Manager, and Facility Manager Plans in anticipation of new accounts, to ensure timely staffing through identification of current managers who are to be transferred to new accounts.

• Establishes and implements career development paths for Operations Managers, Area Managers, Facility Managers, and Supervisors, working with employees who seek opportunities for advancement.

• Oversees and monitors the technical skills training of employees, ensuring timely and effective record keeping, follow-up, and re-training as required.

• Remains knowledgeable about Union contracts and guidelines, and participates as needed in Union salary issues, grievances, layoffs, and other related matters.

Safety:

• Oversees and implements Safety policy, procedures, and communications for all personnel, and monitors the same for impact/effectiveness.

• Provides active leadership in establishing and maintaining a culture of safety, including adherence to company safety practices, establishment of safety review boards, and oversight of safety training.

• Monitors and evaluates all Workers Compensation activities within his/her area of operations, working in conjunction with the corporate Director of HSSE and Director of Risk Management.

Other:

• Performs special assignments as needed or as requested by the Senior Vice President and/or the Vice President, Operations.

• Executes such other responsibilities as determined by the Senior Vice President and/or the Vice President, Operations.

Position Requirements:

• Minimum of ten years' management experience in the facilities services industry and specifically with operations and maintenance leadership oversight.

• Previous service industry experience, progressing to a management position.

• Demonstrated problem solving and customer service skills.

• Proven administrative, management, and leadership skills.

• Computer skills.

• Excellent oral and written communication skills.

• Strong customer service skills.

• Flexibility with regard to schedule and ability to travel.

C&W Services is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identity, protected veteran status or any other characteristic protected by law.

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email HRServices@cushwake.com. Please refer to the job title and job location when you contact us.