Overview
The Franchise Area Operations Director is responsible for all franchise operations across the ABM Franchising vertical, ensuring that ABM Franchising is providing consistent, professional and quality service to every customer. This role will be the company expert in all aspects of ABM Franchising’s line of service, using experience and expertise to develop and implement a sustainable program that leads the franchise support industry. Further responsible for ensuring overall adherence to safety and compliance policies, standards, and procedures established by the company, by our clients (via contractual requirements), and by regulatory authorities across the organization.
Benefit Information:
ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM Employee Benefits | Staff & Management
Essential Job Functions and Responsibilities:
- Accountable for the development, execution, and management of ABM Franchising service programs.
- Formulate long-term strategies to enhance Franchise’s service program effectiveness and align them with the overall ABM’s business goals.
- Supports business development activities by working with ABM Franchising department personnel to create and develop projects bringing value to the franchising network.
- Identify and pursue strategic partnerships with Franchisees that drive growth and expand the franchising network.
- Implement strategic Franchisee relationships management practice to foster long-term loyalty and satisfaction.
- Administer and/or implement quality and performance systems, programs, processes, procedures and/or plans throughout the organization
- Develop and maintain a good, professional working relationship with all customers, establishing a clear line of communication at all levels and lines of service.
- Ensure an active client visitation program is maintained within each region
- Prepare for and participate in weekly senior management meetings to discuss key business initiatives, compliance, financial updates, new business, and operational performance
- Generate and participate in monthly and quarterly performance reviews for the organization and for external clients.
- Participate in sales and operational performance presentations to clients
- Act as a project manager for franchise business start-ups ensuring smooth transition with minimal operational impact to customers while maintaining quality performance and keeping within budgetary limits
- Maintain overall compliance culture with all safety, security, compliance and quality standards and procedures established by the Company, by our clients, and by regulatory authorities at each operation within the Division
- Willingness & ability to drive revenue enhancing initiatives in addition to normal responsibilities.
- Oversee others to sustain the strategy.
Requirements:
- Travel required up to 50% of the time
- 10 or more years of management experience
- Ability to work varying hours depending on operational needs
- Some weekend work/travel may be required
- Ability to read, analyze and interpret common scientific and technical journals, financial reports and legal documents.
- Ability to respond to common inquiries or complaints from customers, regulatory agencies or members of the business community. Must also possess and utilize effective listening skills.
- Employee must have experience working with Microsoft Office software applications, including Outlook, Excel, Word, PowerPoint and Teams.
- Ability to apply understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
- Employee must comply with all guidelines and policies set forth in the ABM Employee Handbook. These policies include, but are not limited to, the Company’s Zero Tolerance Discrimination and Harassment Policy, Retaliation Policy, Ethics Policy, and Security Policy. Employee must also comply with regulatory agency requirements, including, but not limited to, the ADA, ACAA, DOT, TSA, FAA, and Federal, State, and Local authorities.
Analytical, Communication, Time Management and Other Skills:
- Customer service: orally, written and typing. Ability to communicate effectively with customers and maintain positive attitude and good organizational skills.
- Read, speak, and understand English.
- Uses sound judgment and skill to successful identify and resolve problems.
- Flexibility in the working environment. Demonstrates follow-up skills through verbal and written documentation.
- Prioritizes regular workload, special tasks and concurrent projects; allocates time and resources to ensure that work is completed accurately and efficiently within established time-frame and demonstrates follow-up skills with applicable parties.
- Good listening and interpersonal skills.
- Self–motivated and team-oriented.
- Ability to use computer and available technology to input data and process information within several Company systems and portals of data collection.
Performance Indicators:
- Establishes and maintains effective, collaborative work relationships both internally and externally.
- Maintains strict confidentiality.
- Technical competencies such as using computer and available technology.
- Completion of all required paperwork and assignments in an accurate, timely and legible manner.
- Provides timely and professional support to all internal/external customers and vendors.
- Works cooperatively as part of a team to efficiently meet Company needs; performs additional duties as requested by manager.
- Demonstrates attention to detail.
- Work Habits: maintenance, neatness and cleanliness of assigned work area; professional personal appearance; regular attendance and promptness in reporting for work.
- Understands and is familiar with the most widely known and emerging tools, technologies and social applications.
- Thorough knowledge of internal Company software applications applicable to position/business unit applications managed by business unit.
