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Supervisor, Quality & Team Operations - Full Time / À Temps Plein

Organization Overview:

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Queen's University

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Industry Sector: Social Services/Education / Services sociaux/ Éducation

Organization Description:

Queen’s University is the Canadian research intensive university with a transformative student learning experience.  Here the employment experience is as diverse as it is interesting.  We have opportunities in multiple areas of globally recognized research, faculty administration, engineering & construction, athletics & recreation, power generation, corporate shared services, and many more. 

We are committed to employment equity and diversity in the workplace and welcome applications from individuals from equity seeking groups such as women, racialized/visible minorities, Indigenous/Aboriginal peoples, persons with a disability, persons who identify in the LGBTQ+ community and others who reflect the diversity of Canadian society.

Come work with us!

Job Listing #6219

Supervisor, Quality & Team Operations • Full Time / À Temps Plein

Date Posted: 16 Oct 2020

Application Deadline: 08 Nov 2020

Location: Kingston and Surrounding Area

Category: Other / Autre

Hours Per Week: 37.5

Pay Rate: Salary / Salaire 45,001 TO 55,000

Language Requirements: English / Anglais

Job Description:

Physical Plant Services at Queen’s University is seeking an individual who has experience developing and monitoring quality programs to join our team as Supervisor, Quality and Team Operations. In addition to experience with quality assurance programs, we also require someone who has experience managing a large team of frontline workers. This combination of experience will ideally come from someone working in the fast food or food production industries, hospitality industry or custodial services, but any combination of quality and managerial experience will be considered. More important than industry is that our new Supervisor, Quality and Team Operations be able to identify techniques and processes that risk quality of work, and takes the initiative to make changes that reduces that risk.

This position offers someone who likes to build teams and create processes the chance to do what they love at an internationally recognized institution. The Custodial Support Services (CSS) team is being reimagined and is going through a great deal of change as they strive to meet the needs of the Queen’s University community. CSS is currently on a journey to an accreditation that is held by very few educational institutions in Canada, and one that is internationally recognized as the standard of excellence. This role will have a direct impact on Queen’s ability to attain this accreditation, which will in turn have a direct impact in the thousands of young people pursuing their education and hundreds of researchers working to understand and improve our world.

The Supervisor works assigned weekday and weekend shifts (10:00 p.m. to 6:00 a.m. & 8:00 a.m. to 4:00p.m.); however, must also be available to work flexible hours as required.

Job Description

Routine Responsibilities:
• Assist with managing the client service relationship within assisted facilities to ensure that the appropriate level of cleaning services are being provided in a timely manner and to the set standard.
• Remain current with industry standards and systems related to cleaning service standards by ensuring technical and business skill competencies are continually developed in relevant area(s).
• Support or assist with leading other department initiatives as required.

Programs Development
• Assist the Manager, CSS Programs in developing and executing on a comprehensive plan to tackle all project type tasks in all faculty buildings across campus.
• Plan, execute and manage random quality control audits as it pertains to project tasks undertaken by the specialist cleaning team.
• Administer the projects database including floor care log of activities per building
• Participates in monthly engagement town hall meetings ensuring that all team members are present.
• Assist the Manager, CSS Programs in providing consistent, decisive leadership for a team of project specialist staff.
• Assist in the development, coordination and delivery of training programs.
• Effectively administer a safety program ensuring that applicable legislation regulations, university and departmental safety programs are followed and that chemicals and equipment are used properly by cleaning staff.
• Participation in supervision of approved custodial maintenance plans and budgets.

Human Resources Management
• Plans, prioritizes and manages the work of employees, providing strategic and tactical advice, guidance and coaching. Identifies the need for staff resources, participates on staffing committees, and makes effective recommendations regarding employee selection.
• Manages performance by establishing performance standards, reviewing and evaluating performance and conducting formal performance reviews on an ongoing basis.
• Assesses staff training and development needs, and ensures that employees receive training required to improve and sustain successful performance.
• Investigates, addresses and resolves employee/labour relations issues, including disciplinary matters. Makes decisions or effective recommendations on matters involving possible discipline, discharge and probationary termination.
• Assist with fostering a productive and harmonious workplace through the promotion of a positive, inclusive team environment which recognizes the value of all Physical Plant Services employees.

• Capacity to embrace change and act as a change champion for others.
• Strong analytical, organizational, planning and problem-solving skills, in order to coordinate and direct the work of the specialized project cleaning team.
• Ability to consistently delivering excellent customer service with an ability to deal with a wide variety of individuals and to provide clear and accurate information to customers and contacts.
• Capable of maintaining strict confidentiality with an ability to recognize and handle confidential information in an appropriate manner.
• Receptive to diverse thoughts and alternative perspectives, and incorporates them into the work where appropriate.
• Client service aptitude with the ability to maintain a service-oriented perspective while dealing with potentially challenging specialized cleaning projects.
• Analytical and problem-solving ability in order to examine alternate possibilities and arrive at the best solution.
• Ability to work independently and as part of a team, mindful of the interests of other stakeholders.
• Ability to maintain composure in a stressful environment.
• Ability to interact professionally and effectively with staff at all levels of the university, faculty, students and members of the public.
• Ability to remain adaptable in an environment constantly subjected to interruption and change.
• Ability to provide consistent, timely and appropriate staff intervention.
• Ability to adapt to new technology for CSS.
• Ability to write clear, concise and comprehensive reports.
• Ability to motivate and to create a strong work environment, sensitivity to issues affecting staff.

• Evaluates job candidates and makes effective recommendations on suitable hires.
• Makes decisions and/or effective recommendations regarding transfers and promotions.
• Evaluates employee performance and decides on appropriate training or coaching to address lack of proficiency in carrying out responsibilities, or remedial action for staff disciplinary situations.
• Assesses investigation outcome of grievances and makes effective recommendations on appropriate course of action or next steps on grievances.
• Makes effective recommendations on level of discipline up to discharge and probationary termination.
• Problem solving related to custodial procedure.
• Allocating and monitoring the work of project specialists.
• Determine appropriate actions to handle emergencies in accordance with CSS, PPS and university procedures, escalating where appropriate.
• Assess and identify potential inefficiencies with current programs to the Manager, CSS Programs.



• Post-secondary education in Facilities Management or Business Administration combined with relevant experience in supervising unionized custodial staff in an educational or large commercial/ industrial setting.
• Knowledge of custodial practices which operate 24/7.
• Knowledge of the Occupational Health & Safety Act and how it applies to custodial work.
• Satisfactory Criminal Records Check (CRC) and Vulnerable Sector Screening (VSC) required.
• Valid Province of Ontario Class G driver’s licence required.
• Advanced administrative skills, proficient in use of standard word processing, spreadsheet, database and presentation software for data analysis and information distributions/reporting.
• Basic understanding of custodial information technology, ie. Archibus, OrangeQC, cleaning software, key systems, ect.
• Knowledge of custodial procedures, tools and equipment considered an asset.
• Knowledge of International Sanitary Supply Association (ISSA) and Association for Higher Education Facilities Officer (APPA) considered an asset.
• Knowledge of programming autonomous equipment considered an asset but not a requirement as training will be provided.
• Knowledge on the use of scissor/boom lifts considered an asset.
• Consideration may be given to an equivalent combination of education and experience.

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