Key Account Manager - Technical

SUMMARY:
Responsible for delivering the contract and to achieve the elements of the contract within the contract budget, agreed upon time schedules, statutory requirements, customer satisfaction, and promoting AFMS group performance and reputation with the Client.
Responsible for supporting AFMS group business development strategy, identifying and maximizing new business opportunities
To be the lead interface with Clients, responsible for the delivery of operations, maintenance and reactive services including the management and inspection of specialist service of subcontractors

POSITION INFO:
Key Accountabilities/ Principal Responsibilities
Contractual Strategy and Management
Develop, agree and manage a robust strategy and annual plans for the contract, to meet the contractual requirements, as well as operational and financial business targets
Ensure the contract is optimally structured, managed and populated to increase operational efficiency
Focus on future direction of contracts, to include implementation of continuous improvement initiatives that strengthen the customer relationship to enable the success of future longevity of the contract
Ensure a best practice framework is in place for the delivery of the contract, using processes, procedures and systems aligned to the company quality policy
Conduct regular reviews of processes, procedures, plans, monitoring and taking action to ensure business targets are met, including submitting accurate and timely reports
SLA Management, compliance & governance
Performance reporting to the Client

Business Development
Develop strong market knowledge of existing and potential clients, and keep AFMS informed of business growth opportunities aligned to strategic objectives
Provide in-depth analysis of markets, industry trends, competitors and clients to improve strategic planning and decision making
Develop and implement relationship strategies to maximise opportunities for securing new business
Identify new / future services that would provide AFMS with a competitive advantage or profitability.
Develop tender documents at a consistently high standard

Customer, Community and Markets
Represent AFMS when meeting with the customer, stakeholders, and end user, in order to enhance the company reputation and foster a partnership approach to the relationship throughout the contract
Lead customer service excellence and continuous improvement culture, so that the business remains at the leading edge of service delivery and value
Maintain and develop strong relationships with the client and other stakeholders to secure the necessary support for the efficient performance of hard and soft service operations and maintenance

Leadership
Meet the key performance areas according to the targets agreed upon in the areas of management of the client and contractor interface
Manage and oversee the functional departments of hard and soft services operations and ensure performance is delivered to appropriate standards within agreed upon time frames and budget allocations

Financial Management
Ensure business development strategies are in place, to deliver contract expansion aspirations in line with the business commitment
Ensure effective financial management is in place to achieve turnover, profit and to meet legal requirements
Report monthly on P&L and annual forecast

Key Skills and Experience
Grade 12
Ideally have a degree, or hold a professional qualification in Facilities Management / Business Management
Minimum 8 year experience at senior management level, preferably in hard and soft FM services, with at least 5 years Contract Management experience
Hard & soft services operational knowledge would be advantageous
Must have extensive experience in leading a diverse, multi-cultured, multi-disciplined workforce
Must have managed commercial and contractual elements
Must have managed resources and sub consultants
Must have working experience with managing budgets, including costs and profitability
Advance computer skills including presentation material

People and Management Skill
Strong leadership qualities and a confident decision maker
Possesses the drive to oversee and take ownership of the activities of the business
Must be a respected leader, and have the ability to work closely and in partnership with the clients and AFMS group senior management to ensure mutual success of both organizations and longevity of the contract relationship
Excellent interpersonal skills in working with multicultural teams across all levels, with focus on tact, diplomacy and rapport building
Highly effective communicate effectively in both written and verbal form
Committed to professional and ethical values and standards
Analytical reasoning ability and capable of making fast informed decisions on complex matters to ensure the continuity of service to the clients facilities
Excellent financial, commercial, business development and HR Acumen to support the improvement of business performance

Key result areas
Understand role of reporting to the business and client
Understand role of managing staff to closely ensure output is aligned with business requirements
Understand interworking with various teams to ensure client financial compliances
Understanding that feedback and communication is critical to success

Additional Responsibilities and Skills
The employee acknowledges that all duties performed will reflect on the client and will thus act in a professional manner at all times, as AFMS is a service provider, all necessary steps need to be taken to ensure that the service has been delivered according to client requirements, and to prescribed service levels

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