General Manager Operations - Facilities Managament - CT

SUMMARY:
General Manager - Operations - CT

POSITION INFO:

To obtain the required profit contribution By Managing Staff, Establishing & Accomplishing Business Objectives & Ensuring Compliance with Service Level Agreements (SLAs)

Takes full accountability to ensure that all strategic, critical & other facilities as defined by the Customer meet business as well as contractual needs. Takes full accountability to develop the operating model (people, process, system) to the level where service can be delivered effectively and economically.

Ensuring quality of the services rendered by service partners and the employer meets or exceeds the client’s expectations consistently. Implementing, executing and monitoring the facilities management services that are provided on the contract.

Establishing and maintaining a Best-in-class service standards for al Facilities Management functions. Driving a great culture across the contract with all service partners and stakeholders.

The single point of contact on the contract, managing and implementing total integrated facilities management

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 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 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 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

Education and Requirements:

BSc Degree, Diploma / FM Qualification / Management degree (EDP, MBA or MBL advantageous)

Matric (Senior Certificate)

Valid SA Drivers’ License

10yrs relevant working experience, 8yrs FM & maintenance engineering experience. 8yrs Senior Management experience. Experience in CRM & Property Management

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

MS Word, MS Excel, MS Powerpoint, MS Project & MS Outlook (Intermediate skill level), SAP knowledge

OHS Act, ISO 9001 Quality Management & Risk Management Systems

R1.2 mill pa CTC

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