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: Account Services Manager
The purpose of our Account Services Manager is to support the Operational teams by ensuring the supplier relationship and performance management of all suppliers used on the account is managed and reported effectively.
Effectively manage the WebQuote interface between the Operational teams, Suppliers and Customer representatives.
You will be the escalation point for customer and operational teams relating to services delivered by suppliers and provide the interface between client teams and operational teams for key incidents, ensuring appropriate responses are implemented, tracked and managed through to a satisfactory conclusion. You will also develop a key understanding of the contract scope for each supplier – and act as knowledge specialist for the Account Operations teams.
You will align with the other business unit Services Manager and use the SME expertise provided by the services leads, key stakeholders within BT, CBRE and the wider GWS network including Procurement, Services, Operations, QHSE, Projects, Technical, Commercial and Finance.
You will be part of the Head of Services operational leadership team
Key responsibilities are as follows:
- Work with preferred suppliers to deliver best value, cost savings and service level improvements, achieving high quality and standardisation across the account
- Conduct regular audits and performance reviews with suppliers to maintain effective relationships and identify value improvement opportunities and initiatives
- Review and analyse current data on spend and performance of suppliers within all the business units (North, South, BWP & Retail) to maintain comprehensive knowledge of supply base and contract status and identify value improvement opportunities by reducing costs or improving service delivery
- Promote performance management, innovation and continuous improvement and discuss how to replicate supplier improvements and success across the BT account and to other CBRE contracts for mutual benefit
- Actively benchmark suppliers on price and capability to drive best value
- Support supplier adherence to the PMS targets
- Support the BU contract reviews and renewals with ROM/BUL
- Lead sub-contractor performance reviews supported by the Supplier Coordinator and deliver on actions
- Oversee supplier onboarding and compliance
- Review preferred supplier usage and compliance and support operations teams with information to encourage use of preferred suppliers
- Become an expert user of the CAFM system including interpreting and analysing PPM records, reactive tasks and reporting
- Proactively support the improvement in quality of WebQuotes submitted to the client and conduct regular reviews to confirm
- Support the financial responsibility for the delivery of KPI commitments for the contract
- Manage a team of 3 x Supply Coordinators
Person Specification:
- Customer focused, with excellent influencing and communication skills
- The ability to work with and influence a broad range and level of stakeholders and supplier staff
- Collaborative approach, with the ability to maximise short term whilst building upon long-term productive relationships
- Thrive on working within a fast-paced organisation across the UK, with a diverse supply base and wide geographical spread of contracts
- Proficient analytical skills and a measured approach to decision making
- Strong proficiency in utilising a variety of analytical tools for data analysis
- Exceptional negotiation, presentation and communication skills
- Excellent IT skills, especially with Excel and database management, and be able to add value to the development or enhancement of these reporting systems
- Comfortable delivering training and support to operational teams
- Strong presentation and relationship skills
- Financially aware, with a strong commercial focus gained within a large organization
- Communicates effectively and builds/maintains relationships at all levels with internal customers & suppliers
- Highly organised and work in a structured way
- Ability to prioritise workload
- Attention to detail ensuring tasks are completed to a high degree of accuracy
- Persistent and follows up on issues through to resolution