Site Services Manager (Operations Lead)

The Site Lead/Site Services Manager is responsible for leading a team providing excellent customer service and creating exceptional experience for all client staff, their guests and vendors partners who are their business partners.  The Site Lead must be able to effectively communicate information verbally regarding the building, the office and its facilities, and facilities in and around the area. Additionally, it is the responsibility of the Site Lead to maintain the cleanliness, comfort, safety, and overall appearance of their assigned building/office to the highest standards, either through self-performance or vendors.  The Individual must be able to offer assistance to all staff at this site. The expression “Going above and beyond” is a normal operating standard for this position.  The Individual will perform any other tasks that may be assigned to them which is related but not exclusive to customer service, hospitality and experience, finance and admin, project coordination, the broad spectrum of facilities & building management and operations (hard and soft services, transport and waste management, etc.), space planning, event management and any others that may fall within the scope mentioned.

In general, the tasks include but are not exclusive to the following:

Site Operations Management

• Assist Supervisor/Manager to deliver services in accordance with client KPIs and SLA

• Develop, implement and maintain building procedures and performance measures to ensure simplification and accuracy of work methods and reliability of systems 

• Always ensure adequate supply of materials for the proper operation of the buildings and management of services

• Co-ordinate with Building Managers and the Business Units on projects, building/office and operation issues, working closely together to derive at a holistic solution which includes immediate short-term as well as long term fixes

• Manage a program of scheduled inspections for the property to ensure correct building operations, energy conservation, safety and cleanliness is upheld

• Manage of Preventive and Planned Maintenance programme to minimize maintenance, repair, risk of equipment failure and replacement costs

• 24/7 emergency call support and site attendance

• Recommend continuous quality improvement practices and implement Best Practice operations

• Ensure all Critical Environment (CEM) requirements are met (secondary)

• Ensure all Reactive Maintenance is completed as per the agreed timeframes, and the relevant communication is first broadcast to the general population or stakeholders, whichever is the standard operating procedure

• Review existing operations/dashboard regularly to reduce costs and improve operational standards

• Manage space planning and optimization including office layouts, workspace configuration, and renovation projects to support evolving business needs and hybrid work models, ensuring quality delivery within budget and timeline parameters

• Wherever possible to consider and apply sustainability practices in the course of our work 

Risk Management

• Ensure full compliance with JLL and customer regulations and policies, and all local statutory and governmental regulations and legislations

• Ensure FM-related risk management program including audits are implemented and maintained

• Ensure disaster recovering and business continuity plans are implemented and maintained

• Ensure escalation procedures and incident reporting procedures are implemented and in place

• Assist in the development of guidelines and strategies to ensure compliance with Jones Lang LaSalle’s business conduct

People Management

• Ensure high staff morale, trust and work ethics

• Build and maintain an environment that supports teamwork, co-operation and performance excellence within team

• Mentor and enable Training & Development of team members

• Co-ordinate with the Account Manager on the implementation of FM Procedures and train FM staff

• Conduct regular 1:1 to assess staff performance, provide encouragement and guidance as well as to counsel where needed

• Set SMART goals for their team and ensure regular review discussions

Client/Stakeholder Management 

• Proactively engage stakeholders to ensure that on client’s expectations are met though high levels of customer service

• Build and develop effective client / stakeholder relationships across multiple levels of the organization

• On-site key point of contact for Facilities on the client’s premises

• Providing a cooperative and collaborative environment with business and customers, ensuring high levels of engagement

• Experience managing multinational corporate office environments with understanding of diverse stakeholder needs and cultural consideration understand the customers/ employees’ needs and act on them before being requested

Procurement & Vendor Management

• Build and develop effective client / stakeholder relationships across multiple levels of the organization

• On-site key point of contact for Facilities on the client’s premises

• Ensure vendors are well-managed and with courtesy and respect, and that they deliver services on time and within budget

• Ensure that vendor procurement processes comply with agreed client procurement guidelines as well as Jones Lang LaSalle best practice

• Develop and maintain a co-operative and collaborative partnership with the vendors

Contracts Management

• Plan and manage all contracts to ensure that they are professionally delivered at the right costs

• Ensure expiry of contracts is well-monitored and re-procurement is initiated if needed

• Ensure contracts are continually assessed to deliver best value to the client

Finance Management

• Actively work to ensure that the site’s financial operations are meeting or exceeding targets and control requirements including the Jones Lang LaSalle Code of Ethics

• Ensure financial processes are always followed

• Assist with the preparations of strategic plans, budgets, and client reports, including financial reconciliation for service contract accounts.

Health, Safety & Environmental Management

• Ensure the provision of a safe working environment

• Ensure compliance with statutory regulations on fire, health, safety and environmental standards

• 9 Profitability and Savings Initiative

• Develop initiatives and strategies that lead to cost savings and service improvement

• Min. Bachelor’s degree in facilities management, building, business or other related field

• Has experience working in MNC company, 5-7 years’ experience in facilities, property management, hospitality and leadership roles managing teams/operations

• Excellent people skills and ability to interact with a wide range of client staff and demands

• Demonstrated experience with tendering and service improvement initiatives required

• Knowledge of local occupational health and safety requirements

• Knowledge of critical facilities

• Knowledge of vendor management for specialized services

• Understands basic technical aspects of property (Computer Room Air-conditioning, Chiller system, Fire Protection system, Mechanical & Electrical system, BMS system)

• Proven capacity to understand and interpret commercial contracts

• Strong budget management and financial analysis skills

• Strong PC literacy and proven ability to manage daily activities using various systems.

• Demonstrated experience with continuous improvement initiatives 

• Demonstrated experience with client reporting and preparation of reports

• Client Focus & Relationship Management

• Demonstrates proactive & professional approach to customer service and stakeholder engagement

• Strong communicator – Good presentation skills and possesses strong verbal & written communication skills (English & local language), also an active listener