Job Purpose:
The purpose of the role is to supervise and manage Soft and Hard FM Services at clients’ offices in Dubai and support operations as required.

Key Responsibilities:

Operations

• Responsible for FM standards and delivery of the IFM services contract through KPIs and SLAs.
• Coordinate client performance reviews against agreed outputs on a monthly basis.
• Provide professional advice to the client on FM matters associated with the site.
• Accountable for the financial performance of site service delivery.
• Ensure adherence to business controls and CBRE processes and procedures.
• Initiate value-added initiatives at the site.
• Ensure that essential site soft and hard services PPM and remedial works are completed.
• Ensure that critical systems (UPS, FM200, Fire Alarm, Emergency Lighting, M&E, HVAC) and non-critical systems and equipment are properly maintained.
• Manage suppliers and service providers supporting site operations.
• Assist in raising and managing purchase orders, work orders, e-logbooks, harbour calls, and related processes.
• Support the management of operational matters on site (including projects and lease agreements), liaising with building management, and working independently without client supervision.
  

Financial

• Responsible for all financial costs and controls at the site.
• Ensure the timely delivery of all monthly financial reports.
• Demonstrate commercial awareness with a sound knowledge of cost control and daily financial planning.

 Health and Safety

• Demonstrate an understanding and knowledge of local health and safety legislation and environmental protection requirements.
• Ensure that all Health & Safety and Environmental requirements are implemented at sites within remit.
• Manage all site emergency procedures, where required, in coordination with the client.
• Manage all accident reporting at the site, ensuring incidents are logged in CBRE systems (Harbour).
• IOSH or NEBOSH qualified, or equivalent.

People                                                                                                                    

• Manage and develop the site team to ensure the delivery of best-in-class service to the client.
• Demonstrate strong supervisory and influencing skills.
• Manage the team to achieve their objectives.
• Possess strong written and verbal communication skills.
• Be able to communicate confidently with staff, customers, and suppliers at all levels.
• Be a strong team player with a passionate focus on customer service.

Customer Service

• Maintain regular contact with the client and building occupants by developing long-term, mutually beneficial business relationships.
• Be at the forefront of customer engagement across the site(s).
• Demonstrate strong customer service skills and leverage experience to ensure customer expectations are consistently met.
• Key Performance Indicators: Local Service Agreements.
• Internal Relationships: Regional Support Team.
• External Relationships: External suppliers.

 Experience and Qualifications 

• A minimum of 5 years’ experience in Customer Service, Hospitality, Facilities Management, or a supervisory role within a related service environment.
• Strong written and verbal communication skills.
• Experience in contract management and performance measurement.
• PC literate, including proficiency in Microsoft systems, with experience in PPM and FM software systems such as CAFM.
• Strong commercial understanding, including P&L and budget responsibility.
• Experience managing up to five staff members.