Area Manager

NATURE OF WORK

The Area Manager serves as the primary business contact for the client and is responsible for client satisfaction. This position is also responsible for directly and indirectly overseeing the efficacy of field operations of assigned territories of Encompass. The Area Manager is expected to consistently provide excellent customer service to accounts and represent client needs and goals within the organization to ensure quality. In addition, this series is responsible for providing industry-specific knowledge and information to the public and other individuals with business with Encompass consistent with policies on confidentiality.

EXAMPLES OF ESSENTIAL DUTIES

• Responsible for all client communications, conflict resolution, and compliance on client deliverables and revenue.
• Oversees the activities performed in all work units within assigned territory, including the implementation of procedures, case management and processing, records management, collection and reporting of statistics, and minor inventory-related accounting functions.
• Oversees and coordinates the work of subordinate team members, including reviewing work and production performance, motivating subordinates to work more effectively, identifying problems with performance, and developing solutions to those problems, determining training needs to improve performance, initiating informal measures to correct misconduct or making recommendations.
• An Area Manager for Encompass assists the Senior Account Manager in the development and implementation of policies within the field. Develops operating procedures, forms, and systems. Plans, develops, and facilitates changes in procedures, forms and practices, workflows, personnel assignments, and equipment.
• Advises crews and customers when unusual work situations arise or when new procedures are instituted.
• Ensures that all processes and procedures are completed, quality standards are met, and that projects are profitable.
• Aware and in pursuit of opportunities for account growth and new business, involving the Senior Account Manager and Sr. Director, Strategic Accounts
• Performs personnel administrative tasks, including coordinating and participating in the hiring and promotion process, oversees the training of new employees and the ongoing training of other employees, resolving unusual employee problems, and oversees employee time and attendance records within an assigned territory.
• Regularly meets with crews and other staff to exchange information and discuss issues affecting the success of field operations. Calls and conducts formal staff meetings to exchange information and discuss ways to make each clean team function more efficiently. Prepares written agendas, causes minutes to be recorded, prepares written summaries of issues and action plans for review by the Sr. Account Manager
• Prepares manuals and other materials describing procedures and standards. Prepares reports as required by the Sr. Account Manager and Sr. Director, Strategic Accounts
• Serves as a point of contact for information concerning the activities of field operations for both clients and superior management personnel. Additionally, an Account Manager can respond to all inquiries within established guidelines and must be capable of using specialized communication skills in performing these duties.
• An Encompass Area Manager trains staff in the use of automated systems, introduces new versions or functions, troubleshoots problems, and attends meetings.
• Furthermore, this position requires one to assist in budget preparation and maintenance of each service area within the assigned territory or portfolio, ensure the satisfactory completion of special projects as required, and understand fully the duties of a lower-level series as required.
• Uphold standards, expectations, and SLAs of client

KNOWLEDGE, SKILLS, AND ABILITIES

• Extremely detail oriented.
• Motivated, goal oriented, persistent and a skilled negotiator
• High level of initiative and work well in a team environment.
• Excellent verbal and written communication skills.
• Handles stressful situations and deadline pressures well.
• Ability to develop office and field procedures.
• Plans and carries out responsibilities with minimal direction.
• Demonstrated ability to organize, direct, and perform high level supervisory duties in a manner conducive to full performance and high morale.

MINIMUM REQUIREMENTS

• High school, and college diplomas or their equivalents. Must have a minimum of four years of experience in the facilities and building maintenance industry, including supervisory experience, or an equivalent combination of education and experience.
• Considerable knowledge of effective supervisory and management techniques
• Ability to travel 60% of the time
• Valid Driver’s license

SUPERVISION RECEIVED

• General supervision is received from a professional supervisor who confers on difficult problems and reviews completed work for quality of professional results. Tasks are usually performed under little direct supervision allowing use of independent judgment.

SUPERVISION EXERCISED

• Supervises all team members working on their assigned account/territory.