Business Development Manager

Reporting to the Franchise Owner, the General Manager will be responsible for driving and directing business operations to ensure productivity and excellence in client service. The General Manager will be required to manage the Operations and Sales Managers and foster an environment where all employees practice accountability, reliability, and proactivity in their approach. Specifically, the incumbent will focus on service excellence as a priority with all existing clients, continuous growth in the acquisition of new client accounts and ongoing resources devoted to internal people development.

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. Service Master Clean maintains the right to modify job duties and responsibilities at its discretion.

• Establish and ensure compliance of operational unit's short-term and long-term goals with overall company objectives
• Establish and communicate clear standards of performance and budgets for each business unit and/or client account
• Effectively enforce project and performance standards to ensure high quality of customer satisfaction
• Oversee and support supervisors & managers on project work to comply with assigned deadlines/schedule
• Manage and monitor sales and project managers to be accountable for exceeding expectations on client accounts and demonstrating a genuine interest in the client’s wellbeing
• Conduct regular one-on-one meetings with managers & supervisors to review key deliverables and actual performance relative to
• Lead periodic team performance meetings to increase productivity, engage and monitor moral of staff/crews
• Maintain involvement in the communication process with home and business owners, sub-contractors, and other possible vendors
• Resolve operating problems and difficulties, and authorize operational procedures within span of control
• Provide advice, guidance, and direction to managers and staff to support employee success
• Enforce values, expectations, and support ongoing training and as needed
• Foster engagement with staff/crews by holding events, meetings, activities to recognize achievements and plan business objectives

• Manage large account start-ups
• Manage assigned accounts and corporate sales initiatives with select vendors
• Establish a proactive customer service environment through effective planning, clear definition of expectations, frequent measurement, and regular feedback
• Establish a higher standard of excellence by committing to one hour responses to telephone calls and effective 24 hour response to customer complaints and requests
• Ensure professional Service Master presence in public with clean and presentable uniforms, vehicles, and equipment
• Visit all new accounts within one month of start-up to ensure customer satisfaction
• Commit to exceed quality performance standards on each client account

• Manage departmental budgets including labour, supplies and equipment
• Reconcile labour costs with budgeted forecasts.
• Maintain current customer and employee database and review every 6 months
• Oversee and maintain company policy, procedures and forms
• Monitor and validate accuracy of billing and invoicing information.
• Oversee recruitment, hiring, progressive discipline, and terminations of employees
• Verify purchases made have prior approval as per establish procedures
• Conduct semi-annual/periodic account reviews to analyze revenue and/or labour rates
• Prepare annual business unit operating budgets and business plans
• Perform other duties as may be assigned.

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 Franchise Owners.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Strong communication skills both written and verbal
• Microsoft proficiency.
• Excellent leadership and effective decision making skills
• Ability to engage, motivate and develop staff/crew to produce high levels of productivity
• Highly organized with attention to detail
• Demonstrated sound work ethics
• Proven ability to build and maintain strong working relationships
• Flexible, adaptable and able to work effectively in a variety of settings
• Team player that fosters team-based learning

Education Required:

High school diploma is required.

Degree or diploma in Operations/Business Management is preferred.

Work experience required:
Minimum of three (3) years of managerial experience in a franchise and/or…