Senior Specialist, Building Services (term)

Senior Specialist, Guest Services

IGM Financial Inc. is one of Canada's leading diversified wealth and asset management companies with approximately $271 billion in total assets under management. The company provides a broad range of financial planning and investment management services to help more than two million Canadians meet their financial goals.

Under IGM Financial's unique business model based on leading brands and multi-channel distribution strategy is Mackenzie Investments, founded in 1967. Mackenzie Investments is a holistic asset-management partner for thousands of Canadian financial advisors and the investors they support.

At Mackenzie Investments You Can Build Your Career with Confidence.

We have a vision and a strategy that will challenge the way business in this industry is done and help Canadians be successful in the ways that mean the most to them. As part of our team, you will do some of your best work, develop some of your most valuable skills and give back in ways that make a difference in the lives of Canadians. We are proud to be recognized as one of Canada's Top Employers by Mediacorp Canada Inc. for empowering our employees with the tools to thrive, while also providing resources to ensure physical and mental wellness were put front and centre.

Join an unstoppable team that is embedded in continuous learning, understanding, and knowledge sharing. You will thrive in our supportive environment where you can indulge your curiosity to learn, while receiving the feedback you need to refine your skills and abilities. We are dedicated to offering a hybrid work environment when applicable.

Mackenzie Investments is a diverse workplace committed to doing business inclusively - this starts with having a representative workforce! We encourage applications from all qualified candidates that represent the diversity present across Canada – including racialized persons, women, Indigenous persons, persons with disabilities, 2SLGBTQIA+ community, gender diverse and neurodiverse individuals, as well as all who may contribute to the further diversification of ideas.

The Role

The Senior Specialist, Guest Services is responsible for the delivery and continuous improvement of guest-facing services across IGM's Corporate Campus locations in Toronto, Winnipeg, and Montreal. This role ensures operational excellence, cost efficiency, and service quality across a diverse portfolio of programs and third-party service providers. The incumbent will lead initiatives that enhance employee experience, support strategic facilities goals, and uphold IGM's accessibility and sustainability standards.

Key Responsibilities

Service Quality & Experience

• Champion a client-focused approach to building services
• Document and refine Standard Operating Procedures (SOPs) for service delivery and business continuity
• Monthly reporting on trends, volumes of request for respective campuses
• Oversight of discretionary requests and moves, adds and changes with vendor and internal teams
• Collaborate and communicate with internal teams to ensure alignment on process and workplace health and safety standards

Third-Party Governance & Service Oversight

• Manage relationships and performance of key building service providers including cafeteria, coffee, parking, janitorial, and plant services, etc.
• Monitor service quality and enforce KPIs, SLAs, and compliance standards as identified in vendor agreements
• Conduct regular vendor performance reviews and partner to remediate any issues, as required

Cost Optimization & Budget Management

• Identify opportunities for cost savings and efficiencies across guest services programs
• Support budget planning and discretionary spend tracking and prioritization for related services This includes ensuring effective coordination of the overall move, add, changes and micro-renovations within corporate campus
• Assist in business case development for new offerings or optimization initiatives
• Assist with preparation of Operational and Executive reporting on guest services initiatives

Program Management

• Lead the campus locker and workplace reservation system programs, ensuring accessibility, security, and user satisfaction
• Oversee the art program, including contributing to IGM's overall art strategy, installation, and vendor coordination
• Manage plant services to maintain a welcoming and sustainable environment
• Oversee townhall furniture setup and teardown, re-instatement ensuring timely and professional execution

Key Skills & Competencies

• Strong vendor management and negotiation skills
• Excellent organizational and project management capabilities
• Ability to influence cross-functional teams and external partners
• Customer service orientation with a focus on continuous improvement
• Financial acumen and experience with cost optimization
• Strategic thinking and operational execution

Certifications & Qualifications

• Minimum of 3-5 years of industry experience in facilities management Office or Building Services or related field with a focus on guest services
• Post-secondary education in Facilities Management, Hospitality, Guest Services, Customer Service, Business Administration, or related field
• Certification in Facilities Management (e.g., IFMA, BOMI) or equivalent is an asset

Mackenzie Investments is an accessible employer committed to providing a barrier free recruitment experience. If you require an accommodation or this information in an alternate format at any stage of the recruitment process, please reach out to the Talent Acquisition team who will work with you to meet your needs.