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 in addition to BFM meets or exceeds the clients expectations consistently. Implementing, executing and monitoring the facilities management services that are provided on the contract.
Establishing and maintaining a Best-in-class service standard for al Facilities Management functions on the Absa Account. Driving a one Bidvest culture across the contract with all service partners and stakeholders.
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 national portfolio; in each Absa building.
- 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 implementation is required (in GMP or Adhoc) and ensure this is maintained.
- Development of customer journeys and moments of truth
- Design and assess cyclical visits for to all building within the responsibility of the GM
- Alignment of service delivery outputs to Absa strategic initiatives
- Assessment of operational performance of FM teams; in alignment to service standards to ensure continued consistency nationally
- Implementation and development of measurement tools to continuously assess the service performance on the contract, and sentiment of Absa customers.
- Contract Quality assurance nationally ensuring all standards and delivery is aligned to agreed bank service standards
- 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 Absa account that can grow the basket of services offered.
- Ensure service contracts are fulfilled by service providers based on POs issued, and to claim credits where they were not
- Ensure contract profitability; through understanding GMP, 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 account GMP
- Firm understanding and management of the commercial aspects of the account
- Ensuring WIP / GRIR are within the required and acceptable days
- Development of a customer focused service ethic culture that can be implemented; that is uncompromising and of the highest level on the Absa contract (Best in class) development of these and key moments of truth is pivotal with the correct stakeholder engagement
- Strategic drive to ensure all services align under BFM 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
- 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
- Ensure the CN process is complied with through operations when engaging with service partners to ensure service delivery is not impacted and the CN KPI is achieved
- 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
- Continued reporting to the client and Contract NOE on the service delivery of all facilities management aspects of the contract; as well as service partner performance and associated commercial management.
- Responsible for the motivation and managing of the divisions 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 BFM
- Drive a culture of collaboration with all teams on the account.
- Involvement in key projects to understand impact on service delivery of service stands and related costs, and contract scope.
- Customer feedback reporting
- Review communications, prior to communication to the client.
- Benchmarking of services on the account
- Hold weekly documented meetings with facilities operations teams
- 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 site
- Adhere to the BFMs Safety, Health, Environmental and Quality (SHEQ) Management Systems Policies & Procedures as applicable to this position.
- Adopt and maintain ISO policy, procedures and standards for the site
- Implement any measures you may identify in accordance with the standards and procedures
- Ensure account OHS compliance on the account is in accordance with the clients requirements.
- Prepare presentations for operations/relevant stakeholders monthly encompassing:
- Call Reporting
- PPM performance
- Manage SLA in terms of closure of calls or work orders Monthly PPM dashboard for soft services
- Compile and prepare statistics/reports as and when required.
- Undertake any other responsibilities as directed by management.
- Responsible for further specific projects as delegated by your line manager.
- Degree or B-Tech in Engineering / 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
- Etiquette / Courtesy in Business
- Relationship Building
- Good planning and organizational skills
- Written Communication
- Service Oriented
- Attention to detail
- Outcome based leadership
