Regional FM Operations Lead (Soft Services) - Taguig Job ID 193127 Posted 19-Nov-2024 Service line GWS Segment Role type Full-time Areas of Interest Building Management, Facilities Management Location(s) Taguig - National Capital Region - Philippines **Requirements and Qualifications:** • Minimum 8 years’ experience in Facilities Management (Soft Services) • Tertiary qualifications in Facilities Management • Has handled complex account structures, either running multiple teams, across multiple locations and countries • Has experience in handling client and/or Firm sensitivities’ knowing when to escalate with urgency, or how to de-escalate certain risks. • Has demonstrated experience in balancing the interests of the client with those of the Firm. • Has experience in translating client needs into existing or new business growth. • Creative thinking with an open mind that is balanced by a strong sense of realism and practicality. • Holding a certification in Facilities Management or a related field is advantageous. **Primary Accountabilities:** **Management and Leadership** • Support and oversee the operations of twelve (12) Asia Pacific countries namely Singapore, Hong Kong, Taiwan, China, Japan, South Korea, Australia, Philippines, Malaysia, Indonesia, Vietnam, and Thailand • Provide the leadership to the Facility Management team and demonstrate responsiveness and creativity • Manage the expectation, develop trust and confidence of country stakeholders including Client Partner, COO, **Business Heads, and Platform team** • Provide direction and motivation to the country teams • Creating and reinforcing the culture of ownership • Develop team members and likewise, support on the development of their successors • Counsel, support, and assist direct reports in developing their team • Oversee and support the self-development objectives of the team • Overseeing customer account management for APAC, including negotiating contracts and agreements to maximize profit • Support the country team in developing new business opportunities with existing clients and/or identify areas of improvement to meet target/objective • In collaboration with country leads & senior management team, oversee the operation, staffing, performance, and development of the Facilities Management service delivery staff • Coordinate discussions with direct reports regarding goal setting, performance reviews, and career development planning and incentive/salary administration • Share best practices with the country teams • Communicating and coordinating with internal teams to deliver solutions **Operational** • Oversees, and ensures compliance of the country teams in the Client’s Key Operating Procedures, Reporting, etc. • Drive improvement of operations performance through review of local processes including KOP’s, SLA, etc. and suggest streamlined and aligned processes across the countries that will result in savings and process improvement • Oversees, and supports the APAC countries’ facility operations including but not limited to helpdesk and reception, space planning, MAC, cleaning and pest control, key management, asset management, etc. • Oversees, and supports the APAC countries’ client services operations including but not limited to transportation, catering, mailroom, archiving, etc. • Assist the country teams with challenging client requests or issue escalations as needed • Understand the Facilities Management scope as per agreed SOW, develop / amend the client specific processes and procedures and ensure implementation and compliance of the processes • Support the implementation of short and long-term projects • Support the country teams in identifying opportunities for improvement and proposing new tools and processes • Preparation, control and monitoring of the service agreement in accordance with the client’s agreement • Regular monitoring of the key performance indicators and taking action as applicable to ensure the required standards are maintained and constantly improved • Any other duties as in accordance with the needs of the business **Financial** • Support in the achievement of financial performance targets for APAC countries targets year on year • Support in the achievement of savings targets for APAC countries, both operational and integrated benefits target year on year • Support the country teams in Finance Management including budgeting, forecasting and achieving • Support in the identification of risk and opportunities for the account **Client Relationship** • Building and maintaining strong, long-lasting customer relationships • Operating as the escalation contact for all matters specific to APAC countries • Develop trust among key stakeholders • Maintain open, professional relationships with the client’s supply partners Requirements and Qualifications: • Minimum 8 years’ experience in Facilities Management • Has handled complex account structures, either running multiple teams, across multiple locations and countries • Has experience in handling client and/or Firm sensitivities’ knowing when to escalate with urgency, or how to de-escalate certain risks. • Has demonstrated experience in balancing the interests of the client with those of the Firm. • Has experience in translating client needs into existing or new business growth. • Creative thinking with an open mind that is balanced by a strong sense of realism and practicality. • Holding a certification in Facilities Management or a related field is advantageous. CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)