Senior Bookkeeper (Facilities management - Soft Service)

SUMMARY:
Senior Bookkeeper (Service Desk Manager)

POSITION INFO:

Operations Management

• Monitor service desk and workforce management performance to ensure timely and effective resolution of client’s complaints and within stipulated turnaround time.
• Oversee unresolved client complaints and escalate those requiring managerial intervention as needed.
• Analyze service desk metrics to identify performance gaps and implement improvements to enhance efficiency and service quality.

Service Desk Oversight:

• Material requests, Machinery repairs, subcontractor engagements, and goods issues.
• Monitor and enforce service turnaround times to maintain high levels of client satisfaction.
• Implement and continuously improve processes to enhance service efficiency and issue resolution.

• Audit workforce planning, scheduling, attendance, management to ensure optimal staffing levels.
• Oversee compliance with training, certification, and industry requirements (PSIRA, firearm competency, firefighting, first aid, etc.).
• Audit workforce shortages or payroll-related issues proactively.

Process Improvement & Compliance:

• Ensure full compliance with company policies, client SLAs, and relevant industry standards.
• Identify operational risks and implement corrective or preventive measures promptly.
• Drive automation and technology-enabled process enhancements to streamline operations.

Suitable and qualified applicants who meet the above requirements should forward a complete CV to Palesa. .