Please note that effective February 12, 2023 mandatory COVID-19 vaccinations are no longer required as per the Niagara Region’s amended COVID-19 Vaccination Policy. As a result, you will not be required to submit verification of your vaccination status before starting employment with the Niagara Region. However, the Niagara Region continues to reserve the right to reintroduce vaccination requirements in the future if necessary to respond to changing public health advice and\or government direction. The Niagara Region continues to strongly encourage everyone to remain up-to-date with vaccinations.
Job Summary
Reporting to the Director, Construction, Energy & Facilities Management, the Associate Director Facilities Management, Customer Services and Security is responsible for the strategic planning, leadership, support and improving the programs within the facilities management, customer services and corporate security units. These programs include building operations, demand repairs, preventative maintenance, janitorial services, room bookings, utilities’ management, legislative compliance, building emergency repairs, emergency response and life safety, corporate security, building security, risk management, cafeteria services and corporate customer service.
Responsibilities
Provides strategic leadership and direction in the development and implementation of: the Facilities Management program for the corporate building portfolio; the Corporate Buildings Security program; and, the corporate Customer Services program. (35% of time)
- Develops strategic plans for the three programs, ensuring alignment with department strategies and funder priorities, developing goals and objectives and future direction, and monitoring and evaluating outcomes.
- Leads, plans, coordinates, implements, controls and evaluates program initiatives related to the delivery of customer services, facilities management and corporate security in accordance with the service agreements and prescribed mandates of the division implementing ongoing assessments of client needs and evaluations of program effectiveness.
- Identifies cross-functional interdependencies with similar Region functions in an effort to improve efficiencies and effectiveness.
- Identifies opportunities to align program and division efforts to achieve organizational goals and objectives.
- Ensures operations of corporate building portfolio (owned and leased facilities) comply with legislative regulations.
- Contributes to a culture of continuous improvement, driving innovation to optimize program effectiveness and process improvements in alignment with department/division strategies and priorities.
- Implements a service delivery strategy for Facilities Management, Customer Service and Corporate Security for Region departments and across the corporate buildings portfolio. Monitors user acceptance, assesses competitive cost structures and components (i.e. materials, human resources, contractors, down time, cost sensitivity and job cost review) and calculates internal/external costs in order to delivers cost effective services and provide excellent customer service.
- Prepares, implements, and monitors annual plan for three programs and establishes goals and objectives while ensuring alignment with division’s strategic priorities.
- Designs solutions to operational problems: accurately scopes out length and difficulty of tasks and projects; sets objectives and goals and breaks down work into the process steps; integrates legislation, regulations, and policies into practices; and, redesigns work activities in response to emerging problems or changing needs
- Oversees CE&FM asset management related to facilities management ensuring compliance with Region Asset Management Plan.
- Manages vendor contracts for quality of services, contractual requirements and financial compliance
- Reviews technological advancements of existing programs and equipment to improve efficiency and corporate standardization
Ensures effective processes, policies and practices are developed and implemented to support Customer Services, Facilities Management and Corporate Security Programs. (20% of time)
- Develops, implements and revises policies, procedures and internal controls based on industry standards and legislative requirements for Facilities Management, Corporate Security and Customer Services.
- Oversees and directs the corporate facilities management program including preventative maintenance (SOP, work orders, maintenance tasks, maintenance contracts and building repairs for corporate buidlings); contract management, janitorial, demand repairs, building emergency response, and legislative compliance.
- Oversees and directs the physical security of the corporate buildings portfolio and enforcing corporate policies related to security procedures and standards. Provides advice and intelligence to other Regional Departments on their security needs or activities.
- Oversees the programs and services provided through the Corporate Security program such as threat and vulnerability risk assessments; threat response and mitigation; Crime Prevention Through Environmental Design; access control systems; Surveillance and Monitoring; and Patrol and Investigation functions.
- Provides leadership and manages the corporate Customer Services program including in-person customer service at Region Headquarters and first point of contact for call-in, web, email and chat-line inquiries for Region services, digital response, customer response management, and Mail Services
- Ensures programs are efficiently managed and comply with all applicable legislation including, but not limited to Building Codes, the Occupational Health and Safety Act, Corporate Asset Management Plan, Fire Code, etc.
- Investigates and develops strategic partnerships with internal and external stakeholders in order to plan for a coordinated service delivery
- Understanding and knowledge of current and future policies, practices, trends, and technology relative to Facilities Management, Security and Customer Service.
- Develops administrative policies and procedures for Facilities Management, Corporate Security and Customer Service.
Builds and maintains an effective partnership with all Regional departments and external agencies/stakeholders, ensuring services continue to support the business needs, requirements, and interests, and implements and manages plans and initiatives. (20% of time)
- Builds and maintains strong relationships with key internal and external stakeholders identifying opportunities to leverage cost effective solutions including shared service agreements to leverage efficiencies of scale.
- Participates on technical and administrative committees related to facilities management. Chairs the Security Working Group and the Customer Services Working Group.
- Collaborates with other sections within the Division to foster teamwork and provide coordinated and efficient Facilities Management, Corporate Security and Customer Services.
- Liaises with federal and provincial agencies and area municipalities with respect to services.
- Builds and promotes a network of internal and external partnerships/alliances, including vendor management for all third-party facility management contracts such as cafeteria services, security contracts, cleaning contracts, materials contracts, system providers and contractors, etc.
- Researches and prepares reports for submission to the Corporate Services Committee and, as required, to other standing committees, including presentations and attendance.
- Participates in public education/awareness through public outreach initiatives (as required).
Manages people resource planning for the division or operating unit, determining ideal organizational structures, identifying desirable role and skill mix requirements and ensuring ongoing work quality and deliverability of results. (15% of time).
- Enables results with the organization’s human capital strategy to foster employee engagement.
- Directs and provides leadership for the activities and coaching of direct reports, providing work direction, setting priorities, assigning tasks/projects, determining methods and procedures to be used, resolving problems, ensuring results are achieved, and managing staff recruitment, performance, and skill development activities
- Ensures alignment and coordination of activity and quality of output between teams under their direction
- Ensures focus is service excellence, communication/transparency, innovation, and data integrity and work flow integration.
- Ensures staff has the information and resources to make successful plans and decisions.
- Ensures all people related issues, including recruitment, grievances and labour relations issues, are aligned to HR and Corporate standards and practices.
- Helps to break down barriers to employee success, ensuring collaboration and cooperation with other teams within their division and department
- Ensures Occupational Health & Safety policies, programs and practices are implemented, and maintained. This includes workplace inspections, monitoring, accident reporting and investigations, and ensuring any observed hazards or lapses in the functioning of OH&S processes, and other OH&S concerns are responded to promptly.
- Ensures all individuals under supervision have been informed of hazards and instructed on the necessary risk control and emergency response measures.
Develops, manages and administers annual and multi-year Capital and Operating budgets for the division/operating unit, ensuring support of Council’s objectives, financial transparency and accountability, budget adherence, identifying and explaining variances, and financial reporting is effectively managed in compliance with corporate financial policies. Authorize, and administer the acquisition of goods and services for the operating unit and direct reports in accordance with the procurement policy and procedures. (10% of time)
Perform other related duties and responsibilities as assigned or required.
Education
- Post-secondary degree or diploma in Engineering, Building Systems Management, Facilities Management or a related licensed trade.
- Completion of recognized facilities management training program, such as the Facilities Management Administrator Designation of the BOMA Institute.
- Post-secondary education in Law and Security Administration is an asset.
- Completion of the following courses: Law, Contract Administration, Risk Management, Budget Management and Forecasting, Preventative Maintenance software, Project Management, and Energy Management are an asset.
- An equivalent combination of experience, qualifications and education may be considered.
Knowledge
- Minimum of 10 years progressive experience in facilities management in a medium to large organization with diverse building portfolio
- A minimum of 7 years progressive experience managing a facilities operations and trades workforce.
- Minimum of 5 years progressive experience in building security.
- Experience managing a corporate customer service function with preference given to a multi-channel contact centre is preferred.
- Experience working within a Municipal setting, or in a medium to large organization of a complex diverse nature is preferred.
- Completion of recognized courses in Facility Management, Building Automation Systems, HVAC, Electrical and Plumbing systems, Building Sciences, Occupational Health and Safety Security Administration and Asbestos Management.
- Certification / license as a Certified Engineering Technologist (OACETT) or as a Professional Engineer (P. Eng) with the Professional Engineers of Ontario (PEO) or as an Architect (OAA) or as a licensed trade person under the Ontario College of Trades.
- Project Management Professional (PMP) certification is preferred.
- Completion of Municipal certification (AMCTO, MAP, MAFP, etc.) considered an asset.
- Knowledge and experience with various building codes (Ontario Building Code, Ontario Fire Code, Electrical Safety Association, ASHRAE, Canadian Elevator Safety Act, etc).
- Proven interpersonal, customer service, de-escalation, negotiating and planning skills with the ability to coordinate activities amongst multiple stakeholders.
- Proven experience in change management, risk management and strategic planning and people management.
- Design and/or construction experience with project management is preferred.
Special Requirements
Must maintain ability to travel in a timely manner to other offices, work locations or sites as authorized by the Corporation for business reasons.
May be required to support emergency operations under the incident management structure, at the direction of the Emergency Operations Centre Director.
In accordance with the Corporate Criminal Record Check Policy, the position requires the incumbent to undergo a Criminal Records Check and submit a Canadian Police Clearance Certificate.
How to Apply
Regional staff strive to enable the strategic priorities of council and the organization through the completion of their work. Staff carry out their work by demonstrating the corporate values. To view the full job description and requirements, visit our Careers page - Job Opening #35822
Uncover the wonder of the Niagara Region and join a team dedicated to meeting tomorrow’s challenges…..today!
Let us know why you would be an excellent team member by submitting your online application no later than June 14th, 2023 before midnight by visiting our ‘Careers’ page at www.niagararegion.ca. We thank all candidates for their interest however, only those candidates selected for an interview will be contacted.
$124,840.00 - $ 146,870.00
Benefits Include:
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care
- Pension Plan
