General Manager - Coop's Services

COOP’S CORPORATION LIMITED

JOB DESCRIPTION – General Manager - Coop's Services

Role purpose

Own full P&L and end-to-end service delivery for Coop's Services across multiple service lines (maintenance, transport, landscaping, electrical, plumbing). Deliver consistent quality, safe work practices, profitable job execution, strong client management, and disciplined scheduling and job costing.

Key responsibilities

P&L ownership and commercial performance

• Deliver revenue, margin, and profit targets across service lines; control labor, materials, vehicle/transport costs, and subcontractor spend.
• Set pricing guidance and ensure quotes reflect true costs, risk, and margin requirements.
• Partner with Finance to ensure accurate invoicing, collections, and profitability reporting.
• Own daily/weekly scheduling, dispatch, and capacity planning across teams and service types.
• Ensure job scope, materials, and tools are ready before dispatch; reduce wasted trips and rework.
• Implement service checklists and quality assurance to reduce callbacks and defects.
• Enforce time and material capture per job; ensure job costs are coded correctly for profitability tracking.
• Maintain controls over tools, consumables, and parts; reduce loss and misuse.
• Use data to identify unprofitable job types and improve pricing or execution.
• Implement safe work practices, permits where needed, and incident reporting; close corrective actions.
• Ensure staff competency and training for electrical/plumbing and any regulated work (licenses/certifications as applicable).
• Recruit, train, and manage technicians and crew leads; set performance standards for punctuality, quality, and customer care.
• Develop team leads and enforce discipline fairly and consistently.
• Maintain key client relationships, handle escalations, and support renewals and upsells.
• Coordinate with BD/Growth on proposals and onboarding of new service contracts.
• Revenue and gross margin by service line; profit delivery.
• On-time completion rate; rework/callback rate; customer satisfaction.
• Utilization/productivity (billable hours vs paid hours) and schedule adherence.
• Accurate job costing and timely invoicing; improved collections.
• Safety incidents reduced; corrective actions closed on time.
• 7+ years service operations leadership; multi-trade or facilities/services environment preferred.
• Proven P&L responsibility with strong scheduling and cost control skills.
• Good understanding of trades operations (electrical, plumbing, maintenance, landscaping) and safety management.
• Comfort with workforce systems (Connecteam) and finance processes (QuickBooks).
• Trade certifications/licensing are an advantage depending on service scope (especially electrical/plumbing).
• Strong planning and scheduling discipline; ability to manage competing priorities.
• Commercial mindset and job profitability control.
• Client management and communication; service recovery capability.
• Safety-first leadership and compliance discipline.
• Team leadership, coaching, and accountability.

Service delivery and scheduling

• Own daily/weekly scheduling, dispatch, and capacity planning across teams and service types.
• Ensure job scope, materials, and tools are ready before dispatch; reduce wasted trips and rework.

Implement service checklists and quality assurance to reduce callbacks and defectsv

Job costing and operational controls

• Enforce time and material capture per job; ensure job costs are coded correctly for profitability tracking.
• Maintain controls over tools, consumables, and parts; reduce loss and misuse.
• Use data to identify unprofitable job types and improve pricing or execution.

Health, safety, and compliance

• Implement safe work practices, permits where needed, and incident reporting; close corrective actions.
• Ensure staff competency and training for electrical/plumbing and any regulated work (licenses/certifications as applicable).

People leadership

• Recruit, train, and manage technicians and crew leads; set performance standards for punctuality, quality, and customer care.
• Develop team leads and enforce discipline fairly and consistently.

Client management and growth support

• Maintain key client relationships, handle escalations, and support renewals and upsells.
• Coordinate with BD/Growth on proposals and onboarding of new service contracts.

Qualifications and experience

• 7+ years service operations leadership; multi-trade or facilities/services environment preferred.
• Proven P&L responsibility with strong scheduling and cost control skills.
• Good understanding of trades operations (electrical, plumbing, maintenance, landscaping) and safety management.
• Comfort with workforce systems (Connecteam) and finance processes (QuickBooks).
• Trade certifications/licensing are an advantage depending on service scope (especially electrical/plumbing).

Core competencies

• Strong planning and scheduling discipline; ability to manage competing priorities.
• Commercial mindset and job profitability control.
• Client management and communication; service recovery capability.
• Safety-first leadership and compliance discipline.
• Team leadership, coaching, and accountability.