Purpose of the Job
· Managing a fully integrated facilities Operations management across a SEAT NA ANZ (of Corporate & Office sites for client Commercial Account)
· Driving service excellence through service delivery and innovation whilst maintaining compliance within health, safety and sustainability activities.
· Responsible as single point of contact for all Facilities Operations Management activities on base site, communicating on a daily basis with clients and senior leadership representatives.
· Line management responsibilities for GSMs and sites within the APAC.
Responsibilities :
· Regional structure with Matrix reporting in APAC geography
· Closely working with Country SPOA’s for the account / sites
· Manage Outcomes of GSMs in consultation with Country OM
Main Assignments :
Service Delivery
• To provide management on all IFM service delivery and act as a subject matter expert for service delivery for a total IFM offer
• Oversee that agreed operational processes are implemented and followed
• Drive and implement best practice/improvement actions/ initiatives sharing across the region.
• Assume full responsibility for contract outputs and management of services against contracted scope of works
• Ensure delivery of contract to agreed level of quality
• Reporting on SLAs and delivering action plans to ensure that SLAs are met/exceeded
• Share best practice with other sites within the contract to improve service and ensure consistency and alignment of activities
Operations Management
• Understanding of contract and form (eg payment mechanisms and procedures and variation control) and their importance to managing a site and the services provided including the ability to calculate the rewards/penalties of meeting/not meeting KPIs
• Ensure contract is being delivered in a cost effective way for the client and Sodexo
Client Relationship Management
• Effectively manage the client relationship including proactive operations measurement with the clients for life process for retention and customer satisfaction using the Web of Influence to develop relationships with multiple tiers with in the client organisation
• Holding regular meetings with clients to review performance
• Understanding of Client Retention process and methodology
Compliance, Environmental, Health & Safety and Risk Management
• With support of EHS team, ensuring that the risk related to new and existing services have been established, assessed and mitigated against
• Managing vendor compliance in line with Sodexo's procedures
• Ensuring the Risk Registers are completed and Business Continuity Plans are up to date and can be implemented when needed
• Managing compliance including standard operating procedures, purchasing, statutory requirements (health and safety)
• Implementing any actions arising from the risk register
• Ensuring that H&S procedures and standards and central H&S directives are being complied to, including ensuring that contractors comply with necessary standards
• Deliver against the client’s site safety policies and sustainability strategies
People Management/Leadership
• Able to influencing key decision makers in the country to delivery a desirable service level
• Establish and effectively lead a highly capable team who will deliver against the Operations objectives
• People resource management - including coaching, development and employee engagement
• Coaching team to find resolutions to problems and work more effectively
• Ensuring that HR procedures are followed and ensuring any people related problems are dealt with in line with policy and procedure
• Communicating corporate messages and information to the team and manage upward communications
• Oversee labour management and ensure that this is being managed effectively
• Understanding of Sodexo’s people polices and management tools
Accountabilities :
· Operations are being delivered in compliance to the contract, service excellence as a standard
· Safety, Health and Environmental compliance in all activities
· Drive service standardization/ initiatives across the region
· Service Level Agreements are completed monthly with no failures to contractual KPIs
· Services delivered within budgets with savings achieved, innovations and initiatives appropriately captured in the change process
· Stable and fully integrated on site teams with multi skilled management and employees where possible
· Cluster / sites is recognized by client and Sodexo as a benchmark for service excellence within the contract and wider Sodexo operation
Requirements :
· Demonstrable track record of multi-country experience. Solid operational experience, preferably international large accounts
· Culturally sensitive and astute, great emotional intelligence
· Capable of driving change， flexible and Agile
· Ability to inspire, motivate and lead virtual and diverse teams and manage experienced operators
· Able to work independently to drive and implement best practice/improvement actions/ initiatives sharing across the region
· Excellent communication, influencing and facilitation skills, able to work and influence with all level of internal and external stakeholders
· High standards of numeracy and written communication
· Have at least one of the expertise: driving ESG initiatives, driving Hospitality initiatives, or workplace strategy deployment
· English is a must, mandarin speaking is a plus
