Senior Manager - Operations

Job Title

Job Description Summary

Job Description

Major Responsibilities

Client/Stakeholder Management (in support of the Workspace Lead)

• Pro-actively develop and manage Client relationships ensuring that expected service levels are achieved as reflected by Client feedback
• Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators
• Timely governance through MMR / QBR’s
• Actively recover feedback from the end user
• Implement best practices and support client site initiatives.
• Actively seek additional opportunities and organic growth.

Operations Management- Soft Services

• Functional operational control to deliver excellence every time
• Providing expertise for soft services
• Soft Services audits and creation of action plans
• Resource Planning for soft services improvement plan
• Hospitality specific training programmes
• Implement service tasks, procedures and policies and measure performance
• Review and spot-check suppliers/service providers performance to ensure contractual obligations are delivered
• Understand the soft services requirements of the site and ensure that current contracts are maintained to provide necessary supplies and services
• Provide comprehensive Workspace management for the office premises
• Implement and manage the change control process
• Resolve user's complaints and concerns with solutions and follow up
• Implementation of service task, procedures and policies
• Prepare risk assessments for self-delivery
• Assist with critical out-of-hours issues & participate as a key team member in responses to emergency situations
• Report building incident following with set escalation channels with measures and solutions
• Responsible for monitoring and managing staff performance with criteria set in Individual Performance Management
• Coordinate, manage and oversee vendors to perform a wide range of Workspace-related services
• Ensure service deliverables meet SLAs and KPIs
• Work with all related parties on timely delivery of all services
• Tracking of contract renewal and ensuring contract is closed prior to expiry.
• Timely invoicing to client, collection of dues and vendor payments.
• When necessary, raise risks for further support / investigation
• Continuous Improvement implementation
• Cost saving mind-set that drives value for service at every level
• Managing budgets and ensuring cost-effectiveness
• Collect, analyse, and report statistical data as may be required to provide accurate and current assessment of management objectives

Ideal Experience

• Experience of 8+ years in facility management
• Needs to have would be a Bachelor’s degree in Hotel Management/Hospitality Management
• Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements