About the position
Service Delivery and Operational:
- Contract ownership of service standards and service delivery in all areas under the responsibility of Facilities management operations.
- Seek and implement initiatives to assist operations in measuring and driving performance
- Be aware of buildings and services implemented or terminated on the portfolio, and ensure services are sold up or sold down accordingly. Further, where it is a sell up, surety given to ensure the service standard is implemented to the required contract standard per service provider and / or team
- Ensuring innovation and promotional activity around operations is continuous and maintained
- Ensuring that all operations and facilities remain of the highest standard and are implemented consistently across the portfolio.
- Monitor and report on service partner and supplier non-conformance on the FM account; and ensure this is tracked and resolved.
- Offer support to the operational; project and engineering divisions of the contract where applicable.
- Design and assess cyclical visits to all buildings nationally.
- Alignment of service delivery outputs to Client's strategic initiatives
- Assessment of operational performance of the operational teams and service partners; in alignment to service standards.
- Implementation and development of measurement tools to continuously assess the service performance on the contract.
Financial & Commercial:
- Innovation in the related services to create efficiency on the account
- Optimisation of costs for the purposes of achieving savings targets on the FM account
- Identify opportunities to grow the FM contract on the Client Account
- Ensure service contracts are fulfilled by service providers based on PO's issued, and to claim credits where they were not.
- Ensure contract profitability; through understanding available financial reports, responsible cost management and driving innovative solutions.
- Have a firm understanding of the contract commercials and ensure spends and expenses and are managed in accordance with the approved budgets.
- Ensuring WIP / GRIR are within the required and acceptable days.
Strategic:
- Development of a customer focused service ethic culture that can be implemented; that is uncompromising and of the highest level on the client contract.
- Strategic drive to ensure all services align under the company on the contract in respect to culture of service delivery and operational outputs
- Identify strategic opportunities across the account that can benefit the greater contract not only service standards.
- Use of technology to drive efficiency and innovate on the account
Contract Compliance & Governance:
- Ensure contract and account are compliant in terms of the governance requirements
- Ensure compliance to all process that have been documented in the contract that bearing on service standards and soft services
- Continually assess if all dashboards and reporting is adding value to the account and is useful. Innovate around those dashboards to continuously improve the data reported.
- Proactively manage customer feedback and keep track of this, with resolutions
People Management & Team Dynamics:
- Responsible for the motivation and managing of the division's team members as well as ensuring the team structures are effective and efficient.
- Development and implementation of a training programme to drive the desired culture on the FM contract that all teams and suppliers will prescribe to
- Identifying training needs and gaps and executing on these with training that will benefit the contract
- General account leadership; through collaboration with colleagues in Operations; Contract Commercial compliance; Projects; and Engineering
- Managing the output and performance of the Facilities management team and their input across operations nationally.
- Assistance where required on any IR / HR related issues on the account or within the company
- Drive a culture of collaboration with all teams on the account.
General:
- Involvement in key projects to understand impact on service delivery of service stands and related costs, and contract scope.
General Administration:
- Customer feedback reporting
- Review communications, prior to communication to the client.
- Benchmarking of services on the account
- Hold weekly & monthly documented meetings with facilities operations teams and client representatives
- Management and assessment of the outputs on the account.
- PPM management
- Attend and participate in client meetings
- Update and maintain all records pertaining to Facilities operations
- Site visits, report, and review of Facilities sites
Health & Safety:
- Adhere to the the company's Safety, Health, Environmental and Quality (SHEQ) Management System's Policies & Procedures as applicable to this position.
- Adopt and maintain ISO policy, procedures and standards for the site
- Implement any measures you may identify in accordance with the standards and procedures
- Ensure account OHS compliance on the account is in accordance with the clients requirements.
- Engagement with Client on all services and any impacts to quality, HSE, projects and operations.
Reporting:
- Prepare presentations for operations/relevant stakeholders monthly encompassing:
- Call Reporting
- PPM performance
- Manage SLA in terms of closure of calls or work orders - Monthly PPM dashboard for soft services
- Dashboard monthly
- Compile and prepare statistics/reports as and when required.
Adhoc:
- Undertake any other responsibilities as directed by management.
- Responsible for further specific projects as delegated by your line manage
Tertiary Education: BSc Degree, Diploma / FM Qualification / Management degree (EDP, MBA or MBL advantageous)
Matric (Senior Certificate)
Valid SA Drivers' License
Experience: 10yrs relevant working experience, 8yrs FM & maintenance engineering experience10yrs relevant working experience
Experience in CRM & Property Management
Technical/Core Training:
Facilities Management, General Building Maintenance, People Management, Supply Chain, Procurement (especially Strategic Sourcing), Negotiation Skills, Commercial, Contract & Vendor Management, General knowledge in Finance, Law & Auditing
IT Training (General MS etc.):
MS Word, MS Excel, MS PowerPoint, MS Project & MS Outlook (Intermediate skill level), SAP knowledge
Statutory Requirements:
OHS Act, ISO 9001 Quality Management & Risk Management Systems
Desired Skills:
- BSc Degree
- FM Qualification
- Management degree (EDP
- MBA or MBL advantageous
- Valid SA Drivers' License
- Experience in CRM & Property Management
- 10yrs relevant working experience
- 8yrs FM & maintenance engineering experience
Desired Qualification Level:
About The Employer:
Our client is seeking a General Manager (Operations) to join their team.
