Reporting to the General Manager, the SR. Lead Hand will be responsible for managing cleaning operations and staff assigned to commercial client sites.
DUTIES & RESPONSIBILITIES
The following is a list of the essential duties and responsibilities of this job. The tasks and the time spent performing each task may vary as business needs require. ServiceMaster Clean maintains the right to modify job duties and responsibilities at its discretion.
Functional Duties

• Maintain all building areas above established quality standards
• Train new hires on job requirements and employment expectations, which includes the ServiceMaster Capture and Removal Cleaning System, cleaning safety, and expectations for personal and professional conduct
• Utilize CleanTelligent daily to record unusual activity (doors found unlocked, unusual occurrences, etc.)
• Manage work projects and assign crews/staff as required
• Manage performance of crews/staff on work assignments, regularly communicate performance expectations and provide feedback to address opportunities/improve productivity
• Monitor adherence to standards/policies set by ServiceMaster, including, but not limited to, timely attendance to work assignments, dress code and personal appearance of crew/staff on a daily basis
• Ensure periodic cleaning schedule is adhered to by assigned staff and find additional/replacement staff to work on those projects if necessary
• Be available for meetings with crew/staff and report outcomes to the General Manager/Franchise Owner on attendance, major topics covered and team commitments within 24 hours.
• Manage inventory of supplies by reviewing usage, condition of equipment and restocking by crew/staff daily as required
• Assign and supervise crew/staff to ensure established standards are met for internal and external building security and lighting requirements on a daily basis specifically during times when offices are being cleaned and before leaving the building, maintenance of hard floors and periodic cleaning schedule
• Adjust schedules and shift times as necessary to accommodate changes in traffic patterns, weather conditions or personal emergencies, and communicate in a timely manner to crew/staff
• Accurate record keeping of all time sheets and ensuring required parties are communicated to in a timely manner

General

• Establish positive rapport with clients when possible
• Provide an exceptional level of service that exceeds the expectation of the client
• Conduct all work in accordance with company safety policies
• Adherence to all company workplace policies
• Perform other duties as may be required

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty listed above satisfactorily. The requirements listed below are representative of the knowledge skills and abilities required. Employees who do not possess the requirements for a job at the time of hire are expected to attain the skills, knowledge and abilities required within a specified period of time as agreed upon, in writing, with the Manager and/or Franchise Owner. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Characteristic and Ability Requirements

• Ability to manage people and drive performance of crew/staff
• Effective communication skills both written and verbal
• Ability to engage clients in conversations to service their needs and meet expectations
• Proven ability to build and maintain strong working relationships
• Pride taken in providing clean residential and commercial environments to clients
• Strong attention to detail and ability to multi-task
• Demonstrated sound work ethics
• Flexible, adaptable and able to work effectively in a variety of settings
• Works well independently and in a team environment

Educational Requirements
Education Required: High School and Post-secondary education and/or the equivalent combination of education and experience in the industry.
Other Education/Certification/Training preferred: n/a
Work Experience Requirements
Work experience required: Minimum of three (3) years of experience in a supervisory role. Experience in commercial cleaning is preferred.
Job related experience required: Minimum of five (5) years of experience in cleaning services.
Technical Requirements
Equipment: Vacuum cleaners, dust-aids, hardwood cleaners
Software: n/a
Other: n/a
Competencies

• Accountability - sets standards of performance for self; assumes responsibility and accountability for successfully completing tasks; encourages others to take responsibility.
• Adaptability treats new situations or changes as an opportunity for growth; focuses on the benefits of change; speaks positively about the change; modifies behaviour effectively and tries new approach without resistance.
• Builds Trust and Respect treats people with dignity, respect, and fairness; listens to others and considers opinions and ideas; shares thoughts, feelings, and rationale for decisions made, operates with integrity.
• Customer Focus effectively meets the needs of our customers; both internal and external, builds proactive relationships, takes responsibility for customer satisfaction.
• Manages Work manages ones time and resources to ensure work is completed effectively and efficiently; effectively allocates own time to completing tasks, while leveraging available resources; stays focused and prevents distractions from work completion.
• Problem Solving develops solutions for work issues by examining root cause of issues, identifying cause and effect, and identifying potential solutions.
• Quality Standards sets standards for excellence in work and procedures to achieve high quality, productivity, and efficiencies; checks processes and tasks to ensure high quality output; takes corrective action to correct problems or notifies others of quality issues.
• Safety Awareness - identifies safety issues/problems and informs the appropriate individual when issues arise; reports unsafe working conditions; makes recommendations for correcting safety and security concerns.
• Teamwork contributes to building a positive team environment; supports successes, recognizes accomplishments; provides feedback; exhibits openness to others perspectives; balances responsibilities.

Physical Requirements
This position requires a medium level of physical exertion. Moderate intensity of sensory effort is required. Must have both vaccinations and be a driver.
Working Conditions
There is a low risk of exposure to adverse working conditions.