ABOUT US

BGIS is a leading provider of customized facility management and real estate services. With a combined team of over 10,000 professionals worldwide, we relentlessly focus on enabling innovation through the services we deliver. We actively seek new opportunities that drive innovation for our clients’ businesses. Globally, we manager over 320 million square feet of client portfolios across 30,000+ locations in North America, Europe, Middle East, Australia, and Asia. For further information, visit www.bgis.com.

 

SUMMARY

For the assigned account, the Customer Business Manager is accountable for operations management and meeting service delivery obligations, meeting all internal and external requirements, achieving budget and client satisfaction.  In addition, this role is also responsible for contributing to strategic and account management plans and objectives and people leadership. 

 

KEY DUTIES & RESPONSIBILITIES

For the assigned region(s):

 

Account Management

Continuously engages clients in discussions to understand and anticipate needs, identify and recommend additional services  Provides input and contributes to the development and execution of strategic account expansion plans Recommends additional pull-through services Participates in and contributes to quarterly business reviews Contributes to contract renewal and business development activities Contributes to account governance

 

Client Relationship Management

Accountable for achieving client satisfaction objectives for the assigned account Accountable for developing and maintaining effective relationships with clients, managing client expectations Position level of client representatives with whom this position typically interacts with include those at the senior management level Acts as the focal point of escalation for issues pertaining to facilities within assigned account

 

Profitability

Achieves profitability targets for the assigned account Participates in, provides recommendations, and contributes to continuous improvement projects to achieve efficiency gains and cost savings

 

Budget Development & Management

Accountable for meeting budget for assigned account Develops and manages the execution of budget for portfolios within assigned account

 

Portfolio Management

Accountable for operations management for the portfolio of facilities within the assigned account Leads the operations and maintenance activities of a portfolio of facilities along with the execution of the portfolio’s programs Oversees the completion and submission of capital plans Creates and implements short to mid-term plans for the assigned account Provides input into strategic plans  Collaborates with relevant concerned parties to optimize facilities within assigned account and continuously create value for the client.

 

 

Service Delivery Management

Accountable for meeting all service obligations for the assigned account Oversees the delivery of all service obligations Accountable for meeting established metrics/key performance indicators. Leads the operations team in the development and implementation of action plans to remediate gaps, where applicable, to ensure objectives are met. Accountable for ensuring compliance to all legislated, corporate and industry-related requirements and guidelines including but not limited to environmental, health and safety, and building standard requirements

 

Risk Management, Emergency Preparedness and Business Continuity Planning and Execution

Accountable for safeguarding the client against emergencies and risks by ensuring emergency preparedness, risk management, disaster recovery and business continuity plans are developed and that relevant concerned parties are trained to ensure proper execution

 

Health, Safety, Environment & Security

Accountable for meeting all internal and external health, safety, environment and security-related requirements Accountable for the safe delivery of all work performed

 

Regulatory Compliance

Accountable for ensuring all  regulatory compliance requirements have been met and all related documentations are created and maintained

 

Project Management

Accountable for on-time, on-budget and quality delivery of facility management projects for the assigned account Collaborates with clients and internal concerned parties to identify project opportunities and priorities, develop and implement projects Oversees the development and execution of project plans for portfolios within assigned account

 

Procurement

Collaborates with Procurement and Supply Chain Administration teams to source and qualify vendors, source and procure goods and services.

 

Continuous Improvement

Collaborates with concerned parties and contributes to  efficiency gains   through activities including but not limited to identifying and implementing best practices; reviewing, refining and/or developing, implementing processes, technologies and sustainable practices, and leveraging self-perform wherever possible.  Implements related enhancements for the assigned region(s)

 

People Leadership

Accountable for employee-oriented activities including but not limited to employee engagement, development and performance management, hiring and retention, compensation recommendations

 

Other duties as assigned.   

 

KNOWLEDGE & SKILLS

 

Community college diploma preferably in business administration More than 5 years of facility management work experience Highly advanced proficiency with facility equipment and building systems Skilled at account management Skilled at facility operations management  Skilled at client relationship management with demonstrated ability in building and managing relationships with client representatives at the senior management level Skilled at managing service delivery and meeting client obligations Skilled at budget management abilities  Well-developed communication, influence, persuasion and negotiation skills Developed people leadership skills  Advanced vendor management abilities  High degree of client service orientation and sense of urgency Skilled at delivering projects  Skilled at emergency preparedness and business continuity planning and execution  Possesses a sustainability mindset and seeks to incorporate sustainable practices within assigned portfolio where possible Expert level knowledge of health and safety requirements. Possesses a high degree of safety mindset Possesses a continuous improvement and quality mindset and seeks to continuously improve processes and incorporate best practices where applicable.  Maintains current knowledge of and skilled at implementing facility management services best practices. Expert level knowledge of current building standards, code and legislative requirements

 

 

Licenses and/or Professional Accreditation

One or more of the following, an asset: Certified Facility Manager from International Facility Management Association Certified Property Manager from Institute of Real Estate Management Facility Management Administrator Designation from Building Owners and Managers Institute  Real Property Administrator Designation from Building Owners and Managers Institute 

 

 

BGIS is an equal opportunity employer and we welcome you to apply for a position with us! If you require accommodation during the recruitment process, please contact us at askHR. Upon request for accommodation, we will consult with the applicant in question and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.

 

BGIS est un employeur qui respecte l'égalité des chances et nous vous invitons à postuler pour un poste chez nous ! Si vous avez besoin d'un accommodement pendant le processus de recrutement, veuillez nous contacter à askHR. En cas de demande d'accommodement, nous discuterons avec le candidat en question et fournirons, ou ferons en sorte de fournir, un accommodement approprié d'une manière qui tiendra compte des besoins d'accessibilité du candidat en fonction de son handicap.