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Regional Account Operation (Cluster Lead)

Singapore , Singapore

Ref#: 9677247846

Date published: 11-Mar-2020

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PURPOSE OF THE ROLE
  • To implement the Commercial contract between the Client and CBRE ensuring that all Financial & Operational SLA objectives, Reporting Requirements, Scorecard targets and similar are achieved in full
  • Drive and Lead the Account team to ensure that the above objectives are achieved in the most efficient and professional manner
  • To provide  support to the Client Service Managers and the CS team in the region to perform site services for the area of Hospitality, Reception, Mailroom, pantry services, archiving, waste management, Reprographics, Transport etc in the client site.
  • Identify opportunities to increase revenue & margin through scope increases, project opportunities, engagement of other CBRE solution offerings (Eg. Energy, WorkPlace etc.)
  • To develop, manage and implement Facilities Management Service delivery, maintaining operational and commercial compliance with the Client and CBRE’ expectations, with day-to-day responsibility for the delivery of Facilities Management operations

PRIMARY ACCOUNTABILITIES
  • Own the strategic direction for the sites
  • Regional support for the customer services.
  • Ensure a cost effective maintenance program is in place for all buildings, plant, systems and equipment
  • Manage Facilities Management standards and Facilities Management delivery through KPI's/SLA's
  • Manage Client expectations through documented monthly performance reviews
  • Ensure essential site systems and equipment are managed
  • Ensure a Business Continuance Plan is in place and it is managed
  • Manage Supplier partnerships to maintain service delivery
  • Provide professional advice to the Client on all Facilities Management matters
  • Ensure all required reports are completed on time, and in accordance with both CBRE and Client requirements
  • Develop and maintain a full knowledge of CBRE GWS offerings
  • Develop highly professional working relationships across all areas of the CBRE organisation
  • Ensure projects are managed within the portfolio and delivered on time and within budget 
  • Development of ongoing Facilities Management business opportunities
  • Support Product Development and Transformation activities
  • Demonstrate a sound understanding and application of current legislation, environmental and quality related issues, including sustainability and its impact on energy and similar
  • Ensure compliance with all legislative requirements in accordance with the CBRE Environmental Health & Safety policy
  • Liaise with client services lead, CBRE managers and outsource partners to ensure the smooth and efficient running of the Client Services workstream across the region
  • Rollout best practices in document and records management across the region
  • SPOC in APAC region for client services escalations / program roll outs/ implementation of best practices / incident management

OTHER RESPONSIBILITIES:

  • Management of portfolio Account P&L performance
  • Ensure an effective Induction and Performance Review system is in place for all Employees working on the Account
  • Develop talent and adopt career management techniques for high Performers
  • Deploy resource strategies to maximise skill base across the Account
  • Adopt a one-team approach through coaching, training and continuous professional development
  • Develop and maintain strong relationships with Suppliers and Business Partners

KEY REQUIREMENTS
  • Degree qualification (or higher)
  • Minimum 10 years’ experience in Facilities Management and client services function, ideally gained in multi-tenanted, multi-site operations with international exposure
  • Preferably with specialist exposure in document and records management in a MNC
  • Experience creating and working with a budget
  • Track record with identifying opportunities to increase scope and grow the Account/business, and subsequently successfully implementing them
  • Experience preparing and presenting information to Senior members of an organisation
  • Experience with the preparation of various Reports
  • Experience working with a matrix organisation structure preferred
  • Sound knowledge of various Engineering disciplines e.g. electrical, mechanical, and civil or facilities management
  • Extensive experience in dealing with and influencing clients and customers
  • Extensive experience in dealing with suppliers/contractors
  • Strong knowledge of SLA's/KPI's and measurement procedures
  • Experience in managing medium sized teams