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General Manager

BGIS
Markham ON
FULL-TIME EMPLOYMENT

The General Manager has overall accountability for assigned account(s) including ownership for overall client relationship, profit and loss, account management and growth, and service delivery.Specific accountabilities include but are not limited to strategic account management, client relationship management, profitability, business growth and service delivery management.

KEY DUTIES & responsibilities

For the assigned account(s):

Business Portfolio Management & Profitability

  • Ownership and accountability for achieving profitability targets through effective planning, leadership, operational, financial and risk management as well as implementation of process and technological improvements
  • Directs the account team and collaborates with relevant stakeholders in the continuous identification and implementation of best practices; review, refinement and/or development and implementation of processes, technologies and sustainable practices, leveraging self-perform wherever possible to achieve efficiency gains.  Directs the implementation of related enhancements for the account
  • Directs the development, consolidation, implementation and management of budget for the account
  • Collaborates with product line leaders to ensure financial and operational targets are achieved
  • Collaborates with shared services groups to drive operational support for service delivery

Account Management

  • Accountable for strategic account management and meeting business growth targets
  • Continuously engages clients in discussions to understand and anticipate needs and identify additional services.  Recommends and sells pull-through of additional services
  • Develops, recommends, implements and directs the execution of strategic and account expansion plans to enable results including but not limited to business growth, achieving and enhancing performance
  • Collaborates with relevant internal stakeholders to achieve growth objectives and implement additional services
  • Provides quarterly value reporting to substantiate value creation to clients
  • Provides value added recommendations, solutions and thought leadership to the client to enhance portfolio

Business Development

  • Accountable for business development for assigned account(s)
  • Collaborates with relevant stakeholders on business pursuits.  Contributes to proposal development, actively attends relevant events in order to establish market presence and contribute to brand awareness, networks to maintain awareness of potential opportunities among other activities to enable business acquisition and expansion

Service Delivery Management

  • Overall ownership for ensuring all client obligations are delivered and that all operational and financial metrics are achieved
  • Accountable for ensuring that the manner in which the work is delivered complies with all requirements including but not limited to environmental, health and safety, and building standard requirements
  • Collaborates with relevant stakeholders and leads the account team in the continuous identification, development and implementation of innovative solutions to continually deliver value to the client.

Client Relationship Management

  • Ownership and accountability for client relationship and for achieving client satisfaction objectives for the assigned account(s)
  • Develops and maintains effective relationships with clients, managing client expectations and ensuring client satisfaction is achieved
  • Acts as the focal point of escalation for issues pertaining to the assigned account(s)
  • Position level of client representatives with whom this position typically interacts with are typically at the senior management and executive level

People Leadership 

  • Accountable for employee-related function including but not limited to employee engagement, development and performance management, hiring and retention, compensation recommendations.
  • Other duties as assigned.

EDUCATION, JOB-related years of experience & QUALIFICATIONS

minimum education: University graduation or professional certification (e.g. P. Eng, CMA, CGA or equivalent courses)

JOB-related experience: More than ten years

Knowledge & Skills

  • University degree in business administration.  MBA would be considered an asset
  • More than 10 years of business portfolio management and account management work experience
  • Exceptionally skilled at managing business portfolios along with exceptional business acumen
  • Exceptionally skilled at account management
  • Exceptionally skilled at client relationship management including those with client representatives at the executive management position level
  • Exceptionally skilled at managing service delivery and meeting service delivery obligations
  • Exceptionally skilled at communicating with, negotiating, influencing and persuading others to achieve desired outcomes including with individuals at the executive management position level
  • A very high degree of client service orientation and sense of urgency
  • Exceptionally skilled at leading and engaging a team of individuals
  • Possesses a continuous improvement and quality mindset along with an exceptional desire to continuously seek and incorporate innovative practices and technologies in order to deliver value to the client
  • Known for providing creative thought leadership while also listening and engaging others to provide input in the shaping of that vision
  • Exceptionally skilled at managing communication to satisfy the needs of and resolve issues with stakeholders
  • Exceptionally skilled at managing conflict and gaining stakeholder trust to foster good relations
  • Exceptionally skilled at adapting to new, different or changing requirements, quickly grasps new concepts, adapts and reflects on lessons learned.  A very high degree of comfort with ambiguity.  Exceptionally adept at analyzing, evaluating and defining problems and challenges, identifying alternatives and making timely decisions
  • Exhibits a very high degree of comfort and maintains composure with audiences at all levels including those at the executive management position level.  Adept at tailoring communication style and delivery to different audiences, and using effective listening skills to gain clarification from others

Licenses and/or Professional Accreditation

  • None required
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BGIS

Established in 1992, BGIS is a provider of facility management services to major government and commercial customers.