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.
Our strategic goals for the BT account are to have high performing and engaged colleagues working in a world class safety culture, whilst delivering exceptional customer experiences, service excellence and value for money.
We encourage new ways of working, driving innovation, whilst always living to our RISE values.
Respect Integrity Service Excellence
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 are as follows:
- 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
- Responsible for health and safety compliance onsite, including that of third-party service providers and completion of all maintenance records. This includes ensuring that BT are regularly updated
- Preparation, control, and monitoring of the service agreement in accordance with the BT contract and associated budgets
- Compile and maintain all required management information/records. This includes asset register, emergency plans and all related records and management reports that form part of the CBRE logbook system
- Further develop and maintain excellent customer/tenant relationships, ensuring that they receive the highest standards of service in relation to their operational needs, attending meetings as applicable
- Liaise with local authorities as appropriate
- Proactively manage risk and deal with insurance issues relating to your cluster
- Manage major work programmes on site, acting as the liaison point for all parties involved
- Produce management reports in accordance with the needs of the business
- Play a lead role in the management and control of incidents (e.g. business continuity or environmental impact), owning timely and appropriate communication/escalation across customer and P&FS business
- Develop an exceptional partnership working collaboratively with all supply partners and P&FS colleagues to deliver and improve appropriate workplace environments
- Liaise with projects once any works are complete to ensure smooth transition into business-as-usual activity
- Identify, track and influence key PMS/KPI and financial performance metrics to deliver required performance in your cluster
- Actively support the success of your Area, Region and BU
- Monitor and identify areas for improvement as a matter of course
- Identify and act on safety trends and reports to create interventions to protect the business, our people and drive continuous safety improvement
- Measure and track quality at all levels in your cluster and act where quality standards drop below expectation
- Ensure mandatory processes are in place, and are compliant including but not limited to; line management auditing, QHSE objective setting and tracking, Dynamic RA, H&S scenario training and RIDDOR investigations
- Lead a direct team including full line management of all colleagues within your cluster, encouraging a customer focused culture
- Ensure your team has the skills and motivation to carry out their roles to the best of their abilities
- Be visible and accessible to the team and customer
- Ensure direct reports are appraised annually and development plans put in place and followed through
- Ensure direct reports have clarity over objectives and continual achievement against these
- Train, develop, induct and mentor direct reports, building a culture of continual development
- Build a robust succession plan for the cluster, using development programmes and activities to ensure ready and able candidates are available at all times
- Represent CBRE in a professional and credible manner to customers and the public
- Deliver in the following areas (as a minimum) ensuring performance standards are met:
QHSE
o Health & Safety, Environment, Risk Mgmt & Quality
Operations
o MFM App, WO Mgmt (PPM, Reactive, Corrective), Asset Data Mgmt, PMS, Supplier Mgmt, Projects, Audits & Contract Administration
Finance
o P&L, Balance Sheet, Forecast / Budget, WIP, Purchasing, WebQuote, Account Receivables, Account Payables
People Management
o Recruitment, Development, Engagement, Performance Management, People Management
Procurement and Services
o Service delivery and performance management, technology compliance, margin improvement, BU procurement and service plan, reporting, governance and assurance
Fair treatment of suppliers at all times, professional supplier management and arbitration of disputes- Work closely with the procurement team to ensure maximum use of preferred suppliers
- Be available and on call outside normal working hours, to manage incidents and escalations across the estate
Person Specification:
- Previous facilities management experience, this includes line management responsibility and contractor management
- Excellent customer service, interpersonal and communication skills
- High degree and knowledge reference of Health and Safety legislation, environmental protection requirements and ideally IOSH or NEBOSH qualified
- The ability to understand complex problems and make recommendations whilst remaining calm under pressure
- Able to demonstrate an empowering and inspiring leadership style
- Strong commercial acumen is essential, and experience of managing a P&L is preferable
- Analytical skills, competent in performance management – analysis and reporting techniques
- BIFM qualification desirable