Facilities Manager

Facilities Manager (Manila)

Role Purpose

Reporting to the Senior Client Services Manager, this role is responsible for managing local client relationships and delivery of services to those clients. Within the role you will have full responsibility for all Instant services (as well as hard FM and soft services) delivered to your local clients.

You will require a full understanding of your clients’ requirements to ensure that solutions are delivered to time, budget & to client satisfaction. You will also be expected to identify opportunities for selling additional services to clients.

You will integrate seamlessly with the client contacts while still adhering to Instant’s values and keeping an eye on the commercial aspects of the contract.

• To deliver contracted Facilities Management services to specific customers with exceptional customer service and delivery whilst driving best in class H&S delivery practices
• Undertake effective account and client relationship management through identifying and developing strong working relationships with key client contacts, decision makers and influencers
• Manage clients proactively and professionally to ensure expectations are exceeded
• Manage a team of FTEs and outsourced service personnel to ensure the successful introduction, implementation and ongoing delivery of Facilities Management contracts or services and the successful extension/renewal of existing contracts or services
• Identifying opportunities for selling additional services and facilitating their implementation
• Support the Client Account Team as applicable in the putting together of account development plans for each client
• Take ownership of resolving client escalation of any issues they encounter with the office (landlord or service providers) within your area of responsibility
• Work alongside the Instant global, regional and local teams as required on specific client tenders and pitches
• Managing the Farm In and Farm Out process associated with asset management within PEZA accredited projects
• Provide accurate monthly and quarterly forecasting, reporting and invoicing, using iWMS and other software packages as required and advised
• Working with global Supply Chain team, responsible for the procurement, mobilisation and ongoing management of the suppliers
• Management of hard and soft services delivery on site including managing outsourced service providers
• Ensuring compliance with statutory requirements including DOLE regulations, client and Instant H&S and operational policies
• Full understanding of and working within operational budgets
• Managing and maintaining a strong and effective working relationship with the building Landlord as necessary
• Managing the procurement of small items / services / churn works, moves and changes and move management

• Background of delivering hard and soft Facilities Management solutions for large scale projects over 10,000 m2 in size with MNC’s, delivery within the financial sector is considered advantageous but not essential
• Experience of administering the FARM IN and FARM OUT process associated with PEZA compliant projects
• Superior client relationship management skills
• Proven account development experience
• Experience of managing service providers, SLAs/KPIs
• Problem solving
• A good understanding of outsourcing and outsourcing processes; particularly FM and related services
• Some experience of P&L management

Key skills and competencies

Skills:

• Strong client relationship management and account development experience and skills
• Excellent communication and interpersonal skills
• Exceptional organisational skills
• Flexible and adaptable approach to work
• Able to prioritise workload and to multi-task
• Problem solving
• Shows initiative
• Engaging personality
• Extensive outsourced FM service delivery experience
• Experience of managing service providers, SLAs/KPIs
• A good understanding of outsourcing and outsourcing processes; particularly FM and related services
• Good working knowledge of H&S in the work place desirable
• P&L management

Competencies (Behaviours):

• Credible & resilient
• Responsible
• Adaptable
• Has gravitas & Inspires confidence in clients
• Has tenacity
• Excellent attention to detail
• Accountable
• Professional
• Diplomatic

Measures of success and key stakeholders

KPIs:

• Client satisfaction
• PEZA Compliance
• Revenue growth & generation
• Managing portfolio delivery within SLAs/KPI’s set with clients

Key stakeholders:

• Senior clients, Regional Client Services Director, Group Management and Executive