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Operations Manager
Job ID: 161740
Posted: 03-Apr-2024
Service line: GWS Segment
Role type: Full-time
Areas of Interest: Facilities Management
Location(s): Manchester - England - United Kingdom of Great Britain and Northern Ireland
Global Workplace Solutions (GWS) is a division of CBRE which supports occupier clients of all sizes, through facilities management, project management, advisory and transaction services, realising potential in every dimension. Our vision is to create the real estate solutions of tomorrow, so businesses and people thrive.
Our client, BT, is one of the world's leading communications services companies for the provision of fixed-line services, broadband, mobile and TV products and services as well as networked IT services.
On the BT account, our CBRE workplace team provides facilities management and project services across a large and diverse property portfolio across the UK. The estate includes offices, contact centres, telephone exchanges and retail outlets.
The role: Area Operations Manager (AOM)
The purpose of our Area Operations Manager is to own and manage a cluster of buildings, providing a clean, safe and effective working environment for our customers, visitors and colleagues - enabling them to be brilliant.
You have overall management responsibility for your cluster in line with all quality, health and safety, environmental and company procedures related to general legislation and customer/tenant requirements. This includes adherence to all budgetary costs and customer service standards.
Key Responsibilities:
1. Act as a single point of contact for your allocated buildings, managing relationships with customers, suppliers, and your team to deliver the target working environment.
2. Responsible for health and safety compliance onsite, including that of third-party service providers and completion of all maintenance records.
3. Preparation, control, and monitoring of the service agreement in accordance with the BT contract and associated budgets.
4. Compile and maintain all required management information/records.
5. Further develop and maintain excellent customer/tenant relationships, ensuring that they receive the highest standards of service.
6. Liaise with local authorities as appropriate.
7. Proactively manage risk and deal with insurance issues relating to your cluster.
8. Manage major work programmes on site, acting as the liaison point for all parties involved.
9. Produce management reports in accordance with the needs of the business.
10. Play a lead role in the management and control of incidents.
11. Develop an exceptional partnership working collaboratively with all supply partners and P&FS colleagues.
12. Liaise with projects once any works are complete to ensure smooth transition into business-as-usual activity.
13. Identify, track and influence key PMS/KPI and financial performance metrics.
14. Actively support the success of your Area, Region and BU.
15. Monitor and identify areas for improvement.
16. Identify and act on safety trends and reports.
17. Measure and track quality at all levels in your cluster.
18. Ensure mandatory processes are in place and compliant.
19. Lead a direct team including full line management of all colleagues within your cluster.
20. Ensure your team has the skills and motivation to carry out their roles to the best of their abilities.
21. Be visible and accessible to the team and customer.
22. Ensure direct reports are appraised annually and development plans put in place.
23. Train, develop, induct and mentor direct reports.
24. Build a robust succession plan for the cluster.
25. Represent CBRE in a professional and credible manner to customers and the public.
26. Deliver in the following areas (as a minimum) ensuring performance standards are met:
* QHSE: Health & Safety, Environment, Risk Mgmt & Quality
* Operations: MFM App, WO Mgmt, Asset Data Mgmt, PMS, Supplier Mgmt, Projects, Audits & Contract Administration
* Finance: P&L, Balance Sheet, Forecast / Budget, WIP, Purchasing, WebQuote, Account Receivables, Account Payables
* People Management: Recruitment, Development, Engagement, Performance Management
* Procurement and Services: Service delivery and performance management, technology compliance, margin improvement.
1. Be available and on call outside normal working hours, to manage incidents and escalations across the estate.
Person Specification:
1. Previous facilities management experience, including line management responsibility and contractor management.
2. Excellent customer service, interpersonal and communication skills.
3. High degree of knowledge of Health and Safety legislation and ideally IOSH or NEBOSH qualified.
4. Ability to understand complex problems and make recommendations.
5. Able to demonstrate an empowering and inspiring leadership style.
6. Strong commercial acumen and experience of managing a P&L is preferable.
7. Analytical skills, competent in performance management - analysis and reporting techniques.
8. BIFM qualification desirable.
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