Regional Process Manager (RPM)

Job Description

Job Overview :The Regional Process Manager is responsible for the daily operational management of their assigned region, including vendor coordination, service call dispatching, and maintaining up-to-date vendor records. The RPM ensures that service calls meet client expectations, vendors adhere to Hero’s ROC³ values, and operational processes are efficient and compliant with company standards. The RPM serves as the subject matter expert for their region and is pivotal in maintaining excellent vendor relationships while driving service quality and efficiency. Key Responsibilities : Service Call Management :Dispatch all service calls received from divisions, ensuring vendors are onsite within 48 hours or sooner for urgent requests. Communicate client needs clearly to vendors, ensuring they understand expectations and scope of work. Follow up with vendors on service call progress, ensuring timely updates and resolution of any delays. Vendor Coordination :Build strong relationships with vendors, understanding their strengths, weaknesses, and trade specialties. Assign service calls to vendors in the order they are prioritized by the RVM and escalate to the RSM or RVM if no vendor can fulfill a request. Hold vendors accountable for service quality, escalating concerns about underperformance or non-compliance to the RVM. Documentation & Notes :Ensure all service calls and vendor interactions are documented with clear and detailed notes, including who, what, when, where, why, and how. Maintain accurate records for service calls, quotes, invoices, and any client or vendor communications. Follow up with vendors on all invoices after seven days and escalate to the RSM at 14 days if invoices are not received. Operational Oversight :Maintain a strong focus on client retention, ensuring satisfaction rates exceed 90%. Monitor systemic issues in the region, such as delayed quotes, poor communication, or uncompetitive pricing, and implement corrective measures. Obtain quotes from vendors within 24 hours and notify the RSM and FAM if delays occur. Set Not-To-Exceed (NTE) limits for vendors (e.g., 1 hour travel, 1 hour onsite) and notify the RSM if vendors request more than the allotted amount using NTE percentage on Vendor Management Screen. Vendor Development :Collaborate with vendors to improve performance and adherence to company standards. Notify the RVM of vendors that require coaching or replacement. Work with vendors to ensure they meet service quality expectations and improve their capabilities to handle future needs. Compliance :Ensure vendors follow Hero’s ROC³ values and comply with all company requirements, including timely invoice submissions and adherence to agreed-upon pricing. Report vendors found subcontracting work or failing to meet documentation standards (e.g., COIs, MSAs) to the RVM. Key Goals : Dispatch all service calls within 48 hours of receipt, exceeding client expectations where necessary. Obtain vendor quotes within 24 hours of request and escalate delays promptly. Ensure accurate and detailed notes are provided for 100% of service calls. Follow up on all vendor invoices within seven days and escalate unresolved issues to the RSM by day 14. Maintain strong vendor relationships and ensure vendors are prepared and ready for future service calls. Maintain a strong focus on client retention, ensuring satisfaction rates exceed 90%. Desired Attributes : Strong organizational and communication skills. Ability to multitask and prioritize in a fast-paced environment. Analytical mindset for identifying and addressing systemic issues. Proactive approach to vendor management and process improvement. Collaborative and relationship-focused, with the ability to hold vendors accountable. Company Description : Hero Facility Services is a facility management company committed to supplying companies with top-tier service providers and contractors. We service our clients with integrity and transparency leading us to sustain strong relationships with our clients. We are 100% committed to providing our clients with professional and highly competent contractors to maintain facilities across America. Some of the benefits Hero offers to its employees are: Medical, Dental and Vision benefits, paying 50% of the employee costs, including spouse and family; after 12 months of employment, Hero has a 401K plan, with a current company match of 6%, that is available for employees to participate; paid sick days and holidays and accrued personal time off. #J-18808-Ljbffr