Global Workplace Solutions is a division of CBRE providing integrated solutions across large multi-discipline property portfolios. We are an organisation that has people at the heart of its culture and our aim for this account is to deliver an exceptional service to BT.
Our BT Workplace team provide a full range of building maintenance services to their 7,000 buildings in the UK, from commercial offices and telephone exchanges to call centres and retail shops.
We encourage new ways of working, driving innovation, whilst always living to our RISE values.
Respect Integrity Service Excellence
The role: Regional Operations Manager (ROM)
The purpose of our regional operations manager is to own and manage several clusters, ensuring they are providing a clean, safe and effective working environment for our customers, visitors and colleagues – enabling them to be brilliant.
Providing daily leadership, management and development of the agreed CBRE contract with BT. Ensuring financial and operational commitments are met and exceeded across your region. This role reports into a Business Unit Leader, and directly manages a team of Area Facilities Managers and a Technical Support Manager.
Key responsibilities are as follows:
Provide leadership to ensure that contractual commitments are met and exceeded- Ensure that opportunities for the strategic development of the contract are leveraged, to deliver increased turnover and profitability, ensure additional services and projects are added
- Ensuring business policies and processes are effectively communicated and implemented
- Ensure that contracts provide a healthy and safe working condition and that both CBRE and BT’s quality, health and safety policy and process is effectively implemented across both CBRE and subcontractors activities, and systems operate to ensure regular review
- Ensure that the contract is staffed by fully competent teams, and effective succession planning is in place – to allow colleagues to reach their full potential
- Working with other regional facilities managers in the BT account to ensure collaborative development of the business, effective teamworking, and best practice ensuring national consistency
- Use insightful analysis, performance metrics and contract understanding to measure and manage delivery of service, team performance and suppliers
- Development of financial plans for revenue and profit delivery, reduction of WIP, cost reduction and contract growth, and ensure that these are met and exceeded
- Ensure appropriate contract review, audit and control systems to ensure statutory, policy and contractual commitments are met
- Ensuring a customer focus within all areas of operational activities, and that effective relationships are maintained with customer contacts and CFU’s
- Promoting and maintaining the core values of CBRE
- Setting and delivering performance targets driving change and growth
- Development and review of teams, appraisal, and the application of effective people management practice
- Builds a robust succession plan for the region, using management development programmes and local development activities to ensure ready and able candidates are available at all times
- Provision of leadership guidance, advice, coaching and direct support, where required to deliver best practice selection, training, assessment and recognition/reward.
- Supporting effective business communication through advice, review, leadership and direct contribution to management and team meetings, consultation forums, correspondence, publicity, monthly and ad-hoc reporting and other publications as appropriate
- Supporting the sales process through solutions development, participation in presentations and consultation meetings, hosting visits, and support to the mobilization as required on new contracts
- Develop an exceptional partnership with ISS and PFS colleagues to deliver and improve appropriate workplace environments collaboratively
Person Specification:
Previous facilities management experience, ideally in a senior management role- Excellent motivational and influencing skills, with high levels or personal integrity
- Organised, able to prioritise and deliver within high pressure, business critical environments
- Ability to balance strategic thinking with tactical delivery for client satisfaction
- High degree and knowledge reference of Health and Safety legislation, environmental protection requirements and ideally IOSH or NEBOSH qualified
- Experienced client relationship manager
- Ability to manage conflict and crisis situations effectively with diplomacy and sensitivity
- 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