Company Description

　　WHO ARE WE?

　　We've been serving Canadian clients for over 75 years. The companies that began independently and now form Dexterra Group have an outstanding record of supporting the infrastructure and built assets that play a vital role in our society and helping our clients achieve higher performance and productivity. Powered by passionate people, we bring the right teams with the right skills together – offering both experience and regional expertise so companies can operate their day to day, confidently and successfully.

　　Job Description

　　The Director is a member of the IFM management Team, reporting directly to a District Manager, Regional Operations Director, or Regional Vice President. The Director is a highly valued, primary representative for Dexterra. The incumbent will work with management team members to facilitate revenue, profit, and growth objectives to provide direction and support in attaining these goals. Account Directors have the responsibility of fostering client relationships by delivering operational excellence to meeting client and customer needs. The Account Director is responsible for selecting and developing people to increase company value and be recognized as a services leader.

　　Revenue and Profitable Leadership

　　Works with a mindset of increasing revenue and profit

　　Provides continuing and consistent guidance, leadership, and support.

　　Works toward ensuring Dexterra is viewed as a value-add service provider.

　　Client and Customer Relationships

　　Understands that client retention is embedded as a daily process through thoughtful action and attitude, utilizing the Tenacity Client for Life methodology.

　　Ensures a visible Account-level presence to foster and maintain effective working relationship with all Clients.

　　Establishes and maintains a professional, trusting, and positive working relationship with clients.

　　Aligns key Dexterra contacts with like positions or titles within the client organization and create a relationship matrix (Web of Influence)

　　Fosters a customer service excellence philosophy that underpins our client relationship.

　　Generates ideas and executes operational changes that ensures a proactive approach to continuous contract improvement

　　People Management

　　Ability to communicate performance expectations, monitor and reward performance to ensure plans, goals and budgets are met.

　　Develops and facilitates developmental experiences for effective job performance.

　　Ensures Dexterra People have clarity of Vision and live our Values in the delivery of high-quality services.

　　Acts as a talent scout using networks to help identify, recruit and vet proposed Dexterra People

　　Ensures succession plans are regularly reviewed and plans for career growth are supported by a personal development plan.

　　Provides immediate performance recognition and feedback and as per Performance Discussion Cycle

　　Sales and Growth:

　　Identifies new opportunities to market and sell new products and services within existing clients or to new clients.

　　Has a strategic selling mindset and utilizes the Miller Heiman sales methodology and process.

　　Stays abreast of trends in Client environments, economic and competitive forces, managing the Value Gap

　　Business Development and Revenue Generation:

　　Maintains awareness and capitalizes on organic growth opportunities with existing Client base.

　　Advisor on bids to ensure elements important to the Client are captured.

　　Using networks, helps identify and recruit staff.

　　Resource Planning and Management

　　Plans and oversees Services team to ensure strength of operations.

　　Assess workloads, matching existing personnel resource needs to operational demands.

　　Coaches and prepares Services team for job requirements and operational excellence.

　　As required by the company and/or Performance Delivery Review Cycle conduct timely performance development feedback/direction regarding performance.

　　Develops and updates processes and procedures as necessary to ensure contract compliance

　　Training and Hiring

　　Develops, trains, hires, and supports Dexterra employees.

　　Ensure that the right People are in the right jobs at the proper time.

　　Safety and Quality Assurance

　　Ensures Safety of operations is paramount consideration always.

　　Ensures and promotes Dexterra’ s quality image.

　　Set an example for associates to follow by incorporating safe work practices in all aspects of their activities and abiding by the Clients & Company’s safety policies and procedures.

　　Attend all required health & safety training.

　　Reports and corrects any safety concerns and advises employees of potential/unsafe conditions or hazards.

　　Complies and enforces the H&S regulations, the OHSA and company policies/procedures in a consistent manner.

　　Account Retention

　　Ensures a visible Account-level presence to foster and maintain effective working relationship with client.

　　Maintains and strengthens client relationship through customer service excellence.

　　Establishes and maintains a professional, trusting, and positive working relationships with clients.

　　Qualifications

　　Minimum of 3-5 years customer service management experience, previous experience in the customer service, hospitality environment

　　College or University graduate

　　Bilingual speaking (French/English)

　　Strong interpersonal skills

　　Excellent level of enthusiasm and positive approach to tasks

　　Ability to demonstrate tact, diplomacy, confidentiality, discretion, and sound judgment.

　　Strong leadership skills

　　Strong organizational skills

　　Effective critical thinking skills

　　Professionalism always in appearance, grooming and communications.

　　Ability to obtain and maintain valid security clearance as required.

　　Advanced level of knowledge with MS Word, MS Excel, Outlook, Internet, and online applications

　　Possess advanced technology skills to be able to use specific equipment including iPads, APPS, QR Codes, Smartsheet and data other management software.

　　Excellent communication skills (written and spoken) including business writing · Ability to work individually and within a team.

　　Experience working in a unionized environment, ability to work with Collective Agreement and provide guidelines and execution.

　　Ability to stand and walk for long periods of time.

　　Available to work days, evenings, weekends, and holidays

　　Additional Information

　　Dexterra Group is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans’ status, Indigenous status, or any other legally protected factors. Disability-related accommodations during the hiring selection process are available upon request.

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