Area Operations Manager

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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.

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.

The role: Area Operations Manager (AOM)

The purpose of our Area Operations Manager is to own and manage a cluster of buildings, providing a clean, safe and effective working environment for our customers, visitors and colleagues - enabling them to be brilliant.

You have overall management responsibility for your cluster in line with all quality, health and safety, environmental and company procedures related to general legislation and customer/tenant requirements. This includes adherence to all budgetary costs and customer service standards.

Key responsibilities are as follows:

• Act as a single point of contact for your allocated buildings, managing relationships with customers, suppliers, and your team to deliver the target working environment
• Responsible for health and safety compliance onsite, including that of third-party service providers and completion of all maintenance records. This includes ensuring that BT are regularly updated
• Preparation, control, and monitoring of the service agreement in accordance with the BT contract and associated budgets
• Compile and maintain all required management information/records. This includes asset register, emergency plans and all related records and management reports that form part of the CBRE logbook system
• Further develop and maintain excellent customer/tenant relationships, ensuring that they receive the highest standards of service in relation to their operational needs, attending meetings as applicable
• Liaise with local authorities as appropriate
• Proactively manage risk and deal with insurance issues relating to your cluster
• Manage major work programmes on site, acting as the liaison point for all parties involved
• Produce management reports in accordance with the needs of the business
• Play a lead role in the management and control of incidents (e.g. business continuity or environmental impact), owning timely and appropriate communication/escalation across customer and P&FS business
• Lead a direct team including full line management of all colleagues within your cluster, encouraging a customer focused culture

Person Specification:

• Previous facilities management experience, this includes line management responsibility and contractor management
• Excellent customer service, interpersonal and communication skills
• High degree and knowledge reference of Health and Safety legislation, environmental protection requirements and ideally IOSH or NEBOSH qualified
• The ability to understand complex problems and make recommendations whilst remaining calm under pressure
• 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
• IWFM desirable

Our mission: To build a world-class business through exceptional service and exceptional people