Company name: IFM - MMC London Job Title: Senior Facilities Manager Reporting to (position): Account Director Our vision and va.....
Company name: IFM - MMC London
Job Title: Senior Facilities Manager
Reporting to (position): Account Director
Our vision and values:
• Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.
• Our promise to our people: a place to work where you can thrive and be your best every day.
• Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.
Job objectives and responsibilities
• Lead the operational team in the delivery of all hard and soft services at the prime London HQ for Marsh McLennan ensuring all elements of the internal and external customers journey is a 5* experience.
• Play a pivotal role in the senior team on the account, establishing and maintaining key stakeholder relationships with the Marsh McLennan client stakeholder group and key end user groups
• Support the Account Director in the drive for a consistent approach to managing and executing the contract.
• Accountable for FM delivery & implications from budget, operational performance and service delivery perspectives.
• Full ownership of all hard and soft service delivery requirements across the London HQ and the Oliver Wyman office, including but not limited to FM,M&E, PPM's and reactive works, overview of minor projects and moves, back of house operations, cleaning, FOH concierge and client services, landscaping, Pest Control and Waste.
• Responsible for ensuring contractual & variable revenues are in line with budgets for all of the above service lines.
• Build and sustain strong relationships with other Mitie service partners, supply partners and clients to inspire teamwork and cohesive hard and soft services delivery
• Deliver to the contractual specification and ensure all works meet H&S requirements and good working practices
• Support the on-going development, training and continuous improvement of the site operations teams .
• Form strong relationships with all of the senior team in support of the the delivery of service to a high standard and inline with the contractual requirements.
• Continue to bring innovation and adopt different ways of working through technology and M.I
• Deliver exceptional customer service ensuring a great customer experience
• Deliver change control as required to meet the contracts business standards including process, policy & procedures.
• Identification, management and minimising of contractual risk.
• Support the development of Forward Maintenance Register proposals and Capital Expenditure project plans.
Main duties
· Drive a service excellence culture among the operations.
· Establish and utilise key performance indicators, benchmarks and milestones to measure and demonstrate progress/ achievement against strategic plans.
· Lead your team by creating an open and honest work environment that is stimulating, promotes equality of employment, rewards/celebrates successes and constructively learns from mistakes.
· Pro-actively manage H&S, through ensuring we provide a safe working environment, engendering & maintaining a safety driven culture, ensuring all legislative & company policies, processes and procedures are adhered too.
· Responsible for the delivery of all contract and variable works across the Lodnon HQ and the small office occupied by Oliver Wyman.
· Support the process for the output of the monthly variable works application & quoted works application.
· Ability to address client stakeholders on a monthly and quarterly basis (if required) - updating the group on all elements of hard and soft service delivery across the site on improvements, concerns, risks and opportunities.
· Strong customer service skills with the ability to articulate well and present in front of senior partners and executives.
· Support the Strategic review of the account, proposing any changes to be considered to improve working performance and ability to deliver services.
· Review all M.I available on the contract in order to operationally challenge delivery and propose change.
· Overview of Key Performance Indicators, proposing new measurements that are relevant to the current status of the portfolio and the contract specification.
· Manage objectives, forming Personal Development and succession plans for your team, fully utilising people management processes such as Appraisal Process, Talent Management.
· Maintain regular high level contact with customers to ensure continued satisfaction, creating positive relationships, identifying potential problems early, give the necessary management direction & support to put them back on track
· Seek out & actually deliver ‘added-value' innovative solutions to existing customers, which enhances the customers' perception of and differentiates ourselves from our competitors in line with our value of ‘Innovation'.
· Drive measurable and sustainable improvements to the efficiency and consistency of service delivery. Champion a culture of customer service, innovation, operational delivery and performance measurement.
· Operationally strong you will identify, assess and drive the development of new revenue lines / service offerings from the existing contract.
· Inspire, support and direct your team in delivering business objectives. Regular communication, feedback and appraisal of clearly set objectives are vital.
· Monitor performance levels and reporting, promoting regular dialogue and interaction with the client.
Person Specification
· Proven Operations Experience achieved at a similar level for a minimum of 5 years.
· NEBOSH or IOSH Managing Safely Certified desirable
· Excellent Communication Skills both written and spoken with good presentation skills
· Excellent Customer Service experience preferably with an emphasis on dealing with customers and clients face to face, via e mail and over the phone. Customer Services Qualification or equivalent desirable.
Good Strategic thinking capabilities - be able to support the FM Team to develop long term strategies appropriate for the Operation of the properties.
Working within the Mitie values and behaviours
People Mitie is a people business. It's our people, and their drive to do their jobs to the best of their ability that makes us different.
Trustworthy -
We do what we say we will
How we behave…
· We treat all colleagues with respect
· We challenge people when they don't do the right thing
· We welcome advice from anyone that might improve what we do
· We are open and honest
· We think safety and always follow rules for safe working
Helpful -
We go out of our way to make a difference
How we behave…
· We work with each other to achieve the best for clients and for Mitie
· We share information to help colleagues succeed
· We build great relationships
· Our first response to requests will always be positive
· We look out for each other, never walking by unsafe actions or situations
Inspiring -
We help others to be the best they can be
How we behave…
· We support and encourage each other to develop
· We lead by example
· We set clear expectations
· We listen to and learn from others
· We learn from mistakes and incidents to prevent recurrence
Passion Take our people, add their passion, and you get something really special.
Spirited -
We give it everything we've got
How we behave…
· We do good things for each other, the environment and the community
· We appreciate diversity and encourage it
· We demonstrate team spirit
· We are committed to doing things better and setting new standards in all that we do
· We take pride in what we do and have fun doing it
· We celebrate success and say thank you
Fresh thinking We want our people to find inspiration from skill development and career progression, and enjoy respect and recognition for a job well done.
Pioneering -
We do things that excite and amaze
How we behave…
· We bring new ideas to the way we do things
· We are willing to try new things
· We encourage and support innovation
· We consider things from other peoples' points of view
· We embrace new thinking and technologies
· We build health & safety into everything we do
Health and Safety responsibilities
· Follow Group and company policies and procedures at all times;
· Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;
· Use all work equipment and personal PPE properly and in accordance with training received;
· Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;
Level of Authority
· The job holder will have the authority to carry out their role on a day to day basis in accordance with all prevailing company policies. The job holder will have authority to incur expenditure and to agree legally binding commitments on behalf of the company but these must be in accordance with the company authorisation limits, which are determined by the Authorisation Register
Note
This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.