Key accountabilities  

• Responsible for the day-to-day operational management of facilities soft services on site
• Ensure that the Security, Catering, Landscaping, Cleaning, Pest Control, Drawing Office, Waste management, Laundry, service companies maintain legislative and regulatory accreditation and licensing for the site.
• Monitor that they resolve staffing issues (payroll, rosters, personal issues) to ensure their staff are fully trained and motivated, thus minimizing employee turnover rates and associated disruption to service to the client
• Maintain regular contact with the Technical Operations Manager; consult on key decisions and advice on incidents, escalation, and complaints
• Responsible for the management and coordination of all soft services contractors working under CBRE scope in areas including specific GMP equipment/areas and non-GMP equipment/areas
• Ensure all PMs and Work Orders are completed on time in a safe and effective manner
• Ensure that all Risk Assessment, Safe Plan of Actions, and Method Statements are in place and are adhered to at the place of work
• Ensure all contractors have permits to work, check the equipment used, and systems of work used on-site, produce GOPs for activities related to this work if appropriate
• Provide feedback regarding contractor performance especially at contract review
• Ensure critical work activities are identified and completed on time
• Ensure that all statutory inspections are planned and executed within agreed time scales
• Ensure that CMMS activities are carried out within the agreed time scales and all relevant assets are identified with job plans etc
• Ensure that Service Levels are managed effectively, provide technical and operational support when required and be responsible for communicating with the customer when services or environmental conditions could be compromised
• Responsible for ensuring that all PO's are placed in good time and all contractors have quotations in place for all work activities
• Ensure quality systems are in place and report on quality directives and ensure active participation in internal and external audits
• Complete annual appraisals and identify training needs were required to develop staff and maintain compliance to statutory legislation
• Responsible for own and teams compliance to the site health and safety policies and procedures which may be a combination of client and Johnson Controls
• Undertake training with team and contractors relating to EHS, GMP training, and client policies and procedures
• Ensure monthly toolbox talks are carried out with regards to general safety and safe plant operation
• Manage the account training database to ensure records, training, and processes are updated, carried out and followed
• Monitor sickness absence, annual leave, and overtime and inform Technical Manager of irregularities.
• Maintain the associated filing system
• The post holder will follow safe systems of work, taking reasonable care of their own health and safety, and that of others.
• Eliminating or reducing risks where practicable by complying with site safety rules and instructions and reporting hazards to management for prompt action.
• Recommend improved ways of working to achieve the goal of continuous improvement and best practices.
• Monitor the teams' procurement to ensure compliance with the companies' procurement process and financial delegation
• Such other duties as required by the operational needs of the department. Responsible for the delivery of Customer Service at a world-class standard.
• Co-ordination of CBRE Health, Safety and Environmental requirements and management of external contractors, responsible for Security, Cleaning, Laundry, Catering, Landscaping, Waste, Pest Control, and other soft services.
• This position will be responsible for managing the most effective security strategy in order to preserve complete access control to the site.
• The role will focus on ensuring effective Assignment Instructions, compliance with SOPs, all patrols, security control room duties security/safety training compliance, completion of Preventative Maintenance, Crisis management support, and day to day co-ordination of man guarding to thorough and effective on time in a safe and professional manner. 
  

• Provide a safe and healthy workplace with responsibility for all QHSE compliance for both Client and supplier partners.
• Ensure contingency plans are in place for emergencies. These include approved business continuity plans, disaster recovery plans, service disruption notification processes and crisis management processes. 
• Understand and comply with site safety rules/requirements of Client, rules inclusive of rams, permits and controls and processes within critical environments. 
• Ensure safety PPE and equipment is available and utilised by both self-perform team members and supply partner team members at all times.
• Follow correct procedures and conduct incident reviews and root cause analysis (including regulatory response and reporting) and drive consequence management for all incidents.
• Ensure ongoing and required training (PPE, LOTO, confined space, etc.) is conducted and completed by all team members including monthly toolbox talks.
• All reporting must be timely and complete, and all required on site documentation must be up to date and easily accessible. 

 Inspire and behave with unquestioned integrity and in accordance with ethics policy:

• Ensure open door policy is in place and reporting path is clear for all team members. 
• Leader must have a clear understanding of all Client & CBRE policies. 
• Leader must be a role model through behavior and setting expectations.

 Lead service delivery and financial performance by: 

• Working with Client team to comply with annual financial planning process. 
• Manage life cycle assessment, capital planning process support and customer reporting requirements.
• Take lead with team in quarterly business reviews. 
• Fully understand accrual process and support accurate accounting. 
• Drive compliant financial practices to ensure on time and compliant billing and supplier payments.

 Drive operational control through metrics management of: 

• Client agreed standard metrics.
• Ensure team support and deliver inputs for KPI reporting and governance requirements. 
• Ensure regional customer satisfaction metrics are met. 
• Align metrics to team annual goal setting.
• Drive innovation in conjunction with Client leadership.

 Ensure client satisfaction by: 

• Delivering services based on contract scope of work within the country with full understanding of the scope variances by site (e.g. client provided, 3rd party, self-perform, LL, ).
• Proposing the establishment of proven project goals and objectives to the client, allowing them to focus on core business activities. 
• Create strong lines of communication. 
• Ensure compliance with legislative and Client health, safety and environmental requirements.
• Ability to solve wide variety of problems before they become customer issues. 

 Drive supplier compliance and control:

• Ensure team knowledge of supplier contract terms, scope of work and performance specification. 
• Drive compliant payment terms. 
• Rigorous adherence to Client sourcing policy.
• Ensure team completes all governance requirements as stipulated by client. 

 Maintain a motivated team by: 

• Leadership and personal development of all locally based staff. 
• Organising monthly team meetings. 
• Ensure effective performance management, training plans and succession planning. 
• Develop a business ownership mentality. 

 People skills:

• Ensure an effective induction and appraisal system is in place for all staff on the account. 
• Develop talent and adopt career management techniques for strong performers. 
• Deploy resource strategies to maximise head count and skill base across the account. 
• Adopt a one-team approach through coaching, training and continuous professional development. 
• Ensure appropriate relationships with suppliers and business partners.