Regional Operations Director - Asia
Job ID
8977
Posted
05-04-2021
Service line
GWS Segment
Role type
Full-time
Location(s)
Hong Kong - '- - Hong Kong
Company Profile 

A US Fortune 500 company, CBRE is the global leader in real estate services and leverages the industry's most powerful knowledge base to meet the commercial real estate needs of its clients worldwide. Our vision is to be the preeminent, vertically integrated, globally capable real estate service firm. Globally we employ over 40,000 employees and operate in 42 countries. 

Key Responsibilities

The Regional Operations Director holds accountability for the operational and financial success of the Account across Asia in conjunction with Regional Alliance Director. This is achieved through developing and maintaining a solid relationship with the Client; understanding the Client’s needs and expectations; Management of the CBRE client team; presenting as the prime interface for all Facilities & Guest Relations related issues; managing the operating budgets and supporting CBRE’ commercial objectives. 

  • Establish and maintain a high level of communication and rapport with the client and CBRE internal teams, personnel and management and to provide “World Class” service to our Client
  • Facilitate the Client’s objectives and expectations from a Facilities and Guest Relations perspective.
  • Contribute to the various initiatives for, and on behalf of, the Client
  • Management of the operating budgets and deliver upon the contractual finance obligations.
  • Support CBRE Commercial Objectives
  • 100% compliance to CBRE Safety Health & Environment Management System. Provide oversight of the regions EHS & Compliance, EHS Scorecard & KPI Scorecard in relation to FM and GR team and support overall campus EHS delivery.
  • Takes corrective action to bring about required change and ensure contract requirements have been executed at a level above the specified standards.

People Management:
  • Conduct formal Performance Reviews in line with CBRE People processes on all direct permanent Employees.  Provide input into peers and team members who are not direct reports.
  • Create and implement Development Plans for all direct permanent Employees, and review regularly along with the Performance Review.
  • Conduct Disciplinary discussions with Employees as required (working with CBRE People Teams)
  • Build, develop, manage and drive a team of diverse people, with different skill levels, backgrounds and experience to deliver an exceptional customer experience. 

Account/Business Growth:
  • Develop, maintain, and deliver upon Account expansion plans and Pull-through of additional CBRE offerings leveraging Purchasing, Supplier programs and System Products, transactional service offerings.
  • Identify opportunities for scope increases, and opportunities where CBRE can add value to the Client’s organization through other CBRE product/solution offerings.
General Account Management:
  • Conduct regular Customer Satisfaction Surveys, including action plans, feedback loop closure and improvement strategies.
  • Maintain regular communication and engagement with the Client to ensure the value CBRE is adding to their organization is visible.
  • Meet all reporting governance needs and create, present, and host such needs as required.
  • Meet both CBRE, and Customer Reporting requirements
  • Ensure that all Facilities within the Region are operated and maintained in a cost-effective and safe condition, in accordance with the approved budget and the Customer’s requirements to fulfil the CBRE contractual obligations.
  • Interface with the Customer’s Regional Management regarding the direction of financial, contract, and Customer strategies for the Facilities within the Region
  • Communicate the operating philosophy, objectives and expectations to the Facility Managers and Vendors in a continued effort to build the site team
  • Review and approve all expenditure for tools, equipment, supplies, materials and additional Contract requirements within given DOA
  • Develop annual Budget for country and regions (working closely with the Finance Analyst and Country Financial Controller)
  • Manage, direct and schedule day-to-day and long-range activities for properties within ASIA, and ensure that all programs and procedures of are being properly implemented.
  • Establish process performance metrics; track, analyses and report performance in terms of quality, safety, cost, and Customer satisfaction.
  • Take corrective action to implement any required change and ensure Contract requirements have been executed at a level above the specified standards.
  • Resolve problems and/or conflict and maintain open communication with the Customer - including providing written and/or verbal reports to ensure satisfaction.
  • Manage Contractor specifications, problems/issues, performance and administration.
  • Recommend solutions and implement appropriate corrective action for major or complex maintenance issues.
  • Provide the Technical and Management direction for all Facility Management services and utilize all CBRE resources (eg. Procurement) to reduce costs and increase satisfaction across the region.
  • Assist and provide oversight in the acceptance phase of commissioning construction projects.
  • Comply with all company policies and procedures and adhere to company standards for both CBRE and the client.
  • Identify and implement Cost Saving initiatives to the Customer.
  • Identify, implement and develop best practice outcomes and Continuous improvement solutions for Customer.
  • Perform miscellaneous other duties as required.
  • Provide oversight of Soft services operations (Office Management, Office supplies, Internal potted plant, Cleaning Service, Mail Service, Pantry supplies, Shuttle bus service and Meeting room service) to drive optimization and best practice sharing.
  • Review, develop and implement continuous improvement of campus services to exceed customer expectations and improve service delivery.
  • Resolves problems and/or conflicts and maintains open communication with the client to ensure satisfaction.
  • Manages contractor specifications, problems/issues, performance, and administration.
  • Recommends solutions and implements appropriate corrective action for major or complex maintenance, operational or service delivery issues.
  • Ensure that all deliverables are provided to a high standard and in accordance with agreements.
  • Reduce, manage, analyze, and report Operating expense.  Assist CBRE management with the preparation of annual budgets and full year projections.
  • Complies with all company policies and procedures and adheres to company standards.
  • Be a proactive team member.
  • Develop, implement, review, improve on processes, standard operating procedures (SOP’s), business processes and general operations.
  • To write, develop if needed and present reports and business documents as required. 
Required Knowledge and Skills:

  • Supervisory experience in management, budgeting, vendor management, operations   and Basic Maintenance understanding
  • More than 7years directly related experience in a facility management and minimum 2 Years supervisory level. 
  • Knowledge and experience managing diverse portfolios across a range of geographic locations. 
  • Excellent communication skill
  • Efficient command of oral and writing English.
  • Must possess leadership skills, have experience in supervisory and administrative role.
  • Must be well-organized and able to prioritize multiple tasks.
  • Ability to work independently and in a team and committed to working in and developing high quality environment.
  • Superior customer service attitude & able to interact with customers and others at all levels.
  • Suitably qualified and experienced in a customer focused environment and have a Service professionalism mindset.
  • Efficient computer skill
  • A Practical knowledge in procurement, contract administration, regulatory/governmental codes, and regulations.
  • Punctual, presentable, mature, pleasant personality, helpful and willing to accept responsibilities.
  • Ability to travel and work extended hours as needed.
  • Nice to have.
  • Experience in supporting and operating across multiple site & multiple teams & Multiple Countries
  • Experience in managing food service such as canteens and cafes and hotel or corporate customer management.
  • Knowledge in energy efficiency and energy efficiency programs, and their implementation, management and maintenance
Qualifications and Education:

University degree or equivalent combination of education and experience.