TITLE

Senior Facilities Manager / Senior Site Services Manager
 

BUSINESS UNIT 

Work Dynamic / Integrated Facilities Management
 

REPORTING TO

Cluster Lead of China, Hong Kong and Korea
 

DUTIES & RESPONSIBILITIES

The Senior Site Services Manager is responsible for leading a team in providing excellent customer service and creating an exceptional experience to all client's staff, TVCs, their guests and vendors who are their business partners.  The Site Lead must be able to effectively communicate information verbally regarding the building, the office and its facilities, and facilities in and around the area. Additionally, it is the responsibility of the Site Lead to maintain the cleanliness, comfort, safety, and overall appearance of their assigned building/office to the highest standards, either through self performance or vendors.  The Individual must be able to offer assistance to all staff at this site. The expression “Going above and beyond” is a normal operating standard for this position.  The Individual will perform any other tasks that may be assigned to them which is related but not exclusive to customer service, hospitality and experience, finance and admin, project coordination, the broad spectrum of facilities & building management and operations (hard and soft services and waste management, etc), space planning, event management and any others that may fall within the scope mentioned.

This position also requires the individual to have an ear to the ground and be aware of everything that’s going on in the organization, from knowing which important meetings and events will be taking place.

The Individual represents the brand and image of both our client and JLL. It is likely to be the first face that a visitor sees when he steps out of the lift or into the office, and it is therefore crucial that she is given a positive experience from the first step into the client’s office space. The individual to be punctual, dependable and reliable. In addition, the individual is expected to remain poised, polite and professional during any conflicts. Maturity, a cool head and fun-loving attitude is necessary.

In general, the tasks include but are not exclusive to the following:

Site Operations Management

• Supervise to deliver services in accordance with client KPIs and SLA

• Develop, implement and maintain building procedures and performance measures to ensure simplification and accuracy of work methods and reliability of systems 

• Ensure adequate supply of materials at all times for the proper operation of the buildings and management of services

• Co-ordinate with Building Managers and the Business Units on projects, building/office and operation issues, working closely together to derive at a holistic solution which includes immediate short-term as well as long term fixes

• Manage a program of scheduled inspections for the property to ensure correct building operations, energy conservation, safety and cleanliness is upheld

• Manage of Preventive and Planned Maintenance programme to minimise maintenance, repair, risk of equipment failure and replacement costs

• 24/7 emergency call support and site attendance

• Recommend continuous quality improvement practices and implement Best Practice operations

• Ensure all Critical Environment (CEM) requirements are met (secondary)

• Ensure all Reactive Maintenance is completed as per the agreed timeframes, and the relevant communication are first broadcasted to the general population or stakeholders, whichever is the standard operating procedure

• Review existing operations regularly to reduce costs and improve operational standards

• Wherever possible to consider and apply sustainability practices in the course of our work 

Risk Management

• Ensure full compliance with JLL and customer regulations and policies, and all local statutory and governmental regulations and legislations

• Ensure FM-related risk management program including audits are implemented and maintained

• Ensure disaster recovering and business continuity plans are implemented and maintained

• Ensure escalation procedures and incident reporting procedures are implemented and in place

• Assist in the development of guidelines and strategies to ensure compliance with JLL’s business conduct

People Management

• Ensure high staff morale, trust and work ethics

• Build and maintain an environment that supports teamwork, co-operation and performance excellence within team

• Mentor and enable Training & Development of team members

• Co-ordinate with the Account Manager on the implementation of FM Procedures and train FM staff

• Conduct regular 1:1 to assess staff performance, provide encouragement and guidance as well as to counsel where needed

• Set SMART goals for their team and ensure regular review discussions

Client/Stakeholder Management 

• Proactively engage stakeholders to ensure that on client’s expectations are met though high levels of customer service

• Build and develop effective client / stakeholder relationships across multiple levels of the organisation

• On-site key point of contact for Facilities in the client’s premises

• Provide a cooperative and collaborative environment with customers, ensuring  high levels of engagement

• Provide a positive and proactive environment where things get done; flexibility and agility are exercised, and we do our utmost best to provide great experiences for our customers

• Proactively understand the customers/ employees needs and act on them before being requested

Procurement & Vendor Management

• Ensure vendors are well-managed and with courtesy and respect, and that they delivering services on time and within budget

• Ensure that vendor procurement processes comply with agreed client procurement guidelines as well as Jones Lang LaSalle best practice

• Develop and maintain a co-operative and collaborative partnership with the vendors

Contracts Management

• Plan and manage all contracts to ensure that they are professionally delivered at the right costs

• Ensure expiry of contracts are well-monitored and re-procurement is initiated if needed

• Ensure contracts are continually assessed to deliver best value to the client

Finance Management

• Actively work to ensure that the site’s financial operations are meeting or exceeding targets and control requirements including the Jones Lang LaSalle Code of Ethics

• Ensure financial processes are followed at all times

• Assist with the preparations of strategic plans, budgets, and client reports, including financial reconciliation for service contract accounts.

Health, Safety & Environmental Management 

• Ensure the provision of a safe working environment

• Ensure compliance with statutory regulations on fire, health, safety and environmental standards

Client's User Ticket System

• Manage client's user ticket system requests which will be the focal point for day-to-day operational activities

• Log and monitor all service requests in client's user ticket system, ensuring that each is routed to the correct team member/vendor who is responsible for performing the request and such vendor is fully aware of the requirements and timescales detailed in the contract.

• Track each request to ensure it is closed correctly and in accordance with the required timescales detailed in the contract.

• Administer any changes in the GUTS portal 

• Ensure GUTS KPI is met

Events Coordination / Support 

• Management of the client's Event Management System.

• Coordination on set-up for the event requirements (security arrangement, IT, cleaning, configuration, etc).

• Coordination with stake holders on the reallocation of rooms.

• Administration of meeting rooms & Conference room.

• Provide reception cover during lunch hour and when necessary.

Profitability and Savings Initiative

• Develop initiatives and strategies that lead to cost savings and service improvement 

Ideal Experience

• Min. Bachelor’s degree in facilities management, building, business or other related field &/or at least 5 years experience in facilities, property management, hospitality or related field

• Has experience working in Information Technology or BPO environment

• Excellent people skills and ability to interact with a wide range of client staff and demands

• Demonstrated experience with tendering and service improvement initiatives required

• Knowledge of local occupational health and safety requirements

• Knowledge of critical facilities

• Knowledge of vendor management for specialized services

• Has an understanding of basic technical aspects of property (Computer Room Air-conditioning, Chiller system, Fire Protection system, Mechanical & Electrical system, BMS system)

• Proven capacity to understand and interpret commercial contracts

• Strong budget management and financial analysis skills

• Strong PC literacy and proven ability to manage daily activities using various systems.

• Demonstrated experience with continuous improvement initiatives 

• Demonstrated experience with client reporting and preparation of reports

Critical Competencies for Success

• Client Focus & Relationship Management

• Demonstrates proactive & professional approach to customer service and stakeholder engagement

• Ability to interact with a wide range of client staff, including senior levels

• Ability to manage conflict and balance between client and firm requirements

• Has a customer service oriented attitude

• Team Leadership

• Ability to lead team effectively, train them well and promote open, constructive and collaborative relationships at all levels

• Project Management & Organizational Skills

• Excellent planning & organizational skills to prioritize work and meet tight deadlines

• Proven ability to manage multiple and complex operational matters on a daily basis

• Problem Solving & Strategic Thinking

• Capacity to deal with ambiguity and solve complex problems effectively 

• Analytical, proven ability to solve problems using a quantitative approach

• Proven ability to employ holistic approaches and looks at long term solutions

Other Personal Characteristics

• Strong communicator – Good presentation skills and possesses strong verbal & written communication skills (English & Korean),  also an active listener.

• Passion for quality – has an eye for detail to make sure the best delivery of services

• Self-motivated; confident & energetic

• Ability to work across multiple, matrix reporting environments and prioritise activities accordingly

• Ability to effectively deal with stressful situations

• Flexible – able to adapt to rapidly changing situations

• Strongly goal-oriented – able to focus on meeting all performance targets

• Is a team player – able to cooperate and work well with others to meet targets

• Proven ability to initiate and follow through with improvement initiatives

• Exhibits honesty & trustworthiness

• Open to new ideas & willing to challenge status quo