Job Responsibilities

• Facilities Operations

• Manage & oversee site services as part of the scope delivered

• Execute experience services in a manner consistent with the SLA's, standard processes, professional brand image and compliant with applicable local laws, rules, and regulations

• Oversee daily operations, ensuring all services run smoothly. Be accountable for gap analysis and provide proactive solution to achieve service excellence.

• Conduct routine walkthroughs and assessments of the soft services delivery to ensure compliance with service level agreements, policies and regulations, and performance metrics to provide flawless execution and stable service delivery for the Client

• Support data collection, analysis and reporting to ensure alignment with the Clients' goals and objectives

• Develop an active and visible Workplace Team that is proactive, responsive, dynamic, engaging, and agile

• Implement a Preventive and Planned Maintenance program to minimize maintenance, repair, and replacement costs together with minimizing the risk of equipment failure.

• Ensure all technology platform are working as per its intent purpose and analytics are carried on a timely manner to ensure proactive response.

• Adopt the account's new and innovative methods that can support the digitalisation of the workplace through automation, sensors, touchless technology, and new applications

• Review operational SOP's & propose / make changes as part of continuous improvement

• Manage minor projects / Churn in the office Able to liaise with any local / government agencies as part of operations

• Able to liaise with Landlord on building management and contractual services delivered.

• Strive to continually improve experience service performance

• Achieve and exceed goals including performance goals, team goals and Clients' goals and objectives

• Client Management

• Create an impactful client engagement strategy

• Engage with all guests, employees, and key stakeholders

• Imbed in the IFM team a culture of empowerment, engagement, and fulfilment

• Work with relevant parties on workplace management through data analytics

• Develop client support/feedback initiatives e.g. FAQ

• Ensure effective communications and reporting to clients on operation matters and Workplace Experience

• Evaluate service response time and analyze occupants' service request trends and suggestions

• Ensure feedback from client sessions is recorded and actioned to the satisfaction of the end user

• Team Management

• Team player, motivational leader, work across business unit to establish a collaborative environment.

• Identify area of development for his /her staff

• Monitor attendance and ensure leave coverage

• Drive the site team to meet all key performance indicators as set out in the Account plan & SLA.

• Actively encourage an environment that drive teamwork, co-operation &performance excellence

• Act as manager and a coach for the team ensuring high staff morale, trust, and work ethics ensure the team is well trained on all facilities policies, procedures, and systems

Ensuring Exceptional Service

• Assists with third party vendor relationships and service partners to provide maximum service delivery

• Intuitive service delivery, anticipating needs or concerns exceeding Client expectations

• Builds meaningful lasting relationships with Client employees and guests, carrying calling and culture cards

• Visibly engaged and well known in the workplace

• Walking floors to ensure Workspaces (offices, desk, conference rooms, mailroom, pantries, etc.) are stocked and maintained

• Receives and responds to all requests or issues, including a personal follow up to Client employees to ensure questions / requests are answered

• Identify potential risks and escalate, as appropriate, to ensure no privacy breech, security incident or disruption to Client's operations occur

• Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices, new tools, process re-engineering and other ideas that provide service delivery efficiencies

• Assistance and flexibility with Client events as needed to ensure flawless delivery

• Serve as training center event concierge and manage conference room bookings including resolution of scheduling conflicts

• Provide administrative and operational excellence for soft services

• Perform additional job duties, as requested

Qualifications

• A Bachelors or above in related field

• 3 years minimum prior relevant experience in hospitality, facility / property management, operations and/or knowledge of commercial real estate preferred; at least 1 year in managerial role

• Exceptional customer service skills and professionalism with a passion for hospitality

• Ability to manage multiple priorities and deliver results in a fast-paced environment

• Highly collaborative with strong interpersonal skills and track record of excellent internal and external customer service

• Ability to work independently – strong prioritization and time management skills

• Ability to work with diverse teams – lead and/or follow; respectful, cooperative, accountable

• Excellent verbal and written communication skills with the ability to communicate professionally

• Excellent organizational skills and process management

• Ability to adapt to new devices, technology, and applications