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GWS, Account Lead (client-based role)

Seoul , South Korea

Ref#: 20028392

Date published: 25-Nov-2020

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Hiring Department : Global Workplace Solutions



Working Location: Client premises in Jongro



Key Responsibilities



·       Manage overall delivery of services to the client, including overall accountability for financial, resource and performance management and reporting & delivery/adherence to account level process



·       Lead the team to deliver a seamless service, which is on time, on budget and according to agreed quality/service levels.



·       Manage the performance, training, and development of those directly reporting to the position.



·       Where applicable - manage the adoption of a “one team approach” by integrating supply partner management (and their team reports) with CBRE Service Delivery Team to ensure both CBRE and supply partners’ act and behave as one.



·       Manage services so that delivery complies with the Client’s guiding principles and Service Level Requirements.



·       Serve as a business partner to the Client ensuring their goals are realized and requirements are met. Maintain an open communication with key Client stakeholders and ensuring they are well-informed and kept abreast of operational milestones.



·       Manage and co-ordinate the delivery of CBRE remote services where applicable.



·       Ensure high levels of communication and coordination with regional Client and internal stakeholders including but not limited to SMEs, risk & assurance etc.



·       Take corrective action to bring about required change and ensure contract requirements have been executed at a level above the specified standards.



·       Ensure compliance with all company policies and procedures and adhering to company standards.



·       Manage and optimize supply chain and partners in conjunction with relevant sourcing organizations. Manage robust vendor management plan.



·       Direct responsibility for overall performance delivery of CBRE and Service Providers on-site, ensuring that it meets or exceeds agreed SLA’s and KPI’s



·       Budget development and presentation to line manager, budget management and financial reporting to our client



·       Works to ensure the proper coordination with key client stakeholders in relation to significant projects and critical events to meet overall customer satisfaction



·       Establishing the resource requirements for both own and Service Provider to maintain day-to-day service excellence



·       On call 24/7 to respond to any emergency



·       Responsible for business planning, setting policy and objectives for each site



·       Assuring Service Provider compliance and maximizing value by directing regular performance review and measurement



·       Identify quality improvements in process or procedures



·       Ensures that all operational teams under their respective portfolio closes out completed reactive and PPM related works orders on a day by day basis to meet the minimum KPI standards.



·       Lead the daily operational briefings for all lead EFM team members, vendors and partners.



·       Establish effective day-to-day business relationships with the client stakeholders and take a proactive approach to meeting expectations and requirements

Develop and present regular client reports to an agreed set of criteria



·       Awareness and compliance to CBRE and Client HSSE, ensuring safety of work practices and procedures of CBRE employees and contracted employees



·       Ensure competitive pricing, tenders, approvals and timely submission for settlement



·       To keep up to date 'best practice' and playbooks making recommendations to the management team and Client where appropriate



·       Where applicable, liaise with landlord and Property/Facilities/Asset managers to ensure their service obligations are being met.



·       Undertakes regular management audit review of critical services in country on specific compliance requirements.



·       Owning the service delivery, KPI and SLA measurement process.

Managing key supplier and client relationships



·       Responsible for the consistency in delivery of all related services for client in the Country







Required Knowledge and Skills:



·       Degree or equivalent in property, and business or related recognized management professional qualification would be an advantage.



·       Able to write reports, communications and to build relationships and communicate with key stakeholders.



·       10+ years’ experience managing Property and Premises delivery across multiple sites to multiple stakeholders



·       Experience working for a service provider on an outsource contract



·       Some experience of managing the supply chain



·       Demonstrable evidence of team management and leadership skills



·       Thorough understanding of performance management



·       Experienced in driving and closing out operational change



·       Project management related experience would be an advantage



·       Evidence of working in a flexible/changing business environment



·       Awareness of workplace health & safety regulations.