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GWS, Account Lead (client-based role)

Seoul , South Korea

Ref#: 20028392

Date published: 25-Nov-2020

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Hiring Department : Global Workplace Solutions

Working Location: Client premises in Jongro

Key Responsibilities

·       Manage overall delivery of services to the client, including overall accountability for financial, resource and performance management and reporting & delivery/adherence to account level process

·       Lead the team to deliver a seamless service, which is on time, on budget and according to agreed quality/service levels.

·       Manage the performance, training, and development of those directly reporting to the position.

·       Where applicable - manage the adoption of a “one team approach” by integrating supply partner management (and their team reports) with CBRE Service Delivery Team to ensure both CBRE and supply partners’ act and behave as one.

·       Manage services so that delivery complies with the Client’s guiding principles and Service Level Requirements.

·       Serve as a business partner to the Client ensuring their goals are realized and requirements are met. Maintain an open communication with key Client stakeholders and ensuring they are well-informed and kept abreast of operational milestones.

·       Manage and co-ordinate the delivery of CBRE remote services where applicable.

·       Ensure high levels of communication and coordination with regional Client and internal stakeholders including but not limited to SMEs, risk & assurance etc.

·       Take corrective action to bring about required change and ensure contract requirements have been executed at a level above the specified standards.

·       Ensure compliance with all company policies and procedures and adhering to company standards.

·       Manage and optimize supply chain and partners in conjunction with relevant sourcing organizations. Manage robust vendor management plan.

·       Direct responsibility for overall performance delivery of CBRE and Service Providers on-site, ensuring that it meets or exceeds agreed SLA’s and KPI’s

·       Budget development and presentation to line manager, budget management and financial reporting to our client

·       Works to ensure the proper coordination with key client stakeholders in relation to significant projects and critical events to meet overall customer satisfaction

·       Establishing the resource requirements for both own and Service Provider to maintain day-to-day service excellence

·       On call 24/7 to respond to any emergency

·       Responsible for business planning, setting policy and objectives for each site

·       Assuring Service Provider compliance and maximizing value by directing regular performance review and measurement

·       Identify quality improvements in process or procedures

·       Ensures that all operational teams under their respective portfolio closes out completed reactive and PPM related works orders on a day by day basis to meet the minimum KPI standards.

·       Lead the daily operational briefings for all lead EFM team members, vendors and partners.

·       Establish effective day-to-day business relationships with the client stakeholders and take a proactive approach to meeting expectations and requirements

Develop and present regular client reports to an agreed set of criteria

·       Awareness and compliance to CBRE and Client HSSE, ensuring safety of work practices and procedures of CBRE employees and contracted employees

·       Ensure competitive pricing, tenders, approvals and timely submission for settlement

·       To keep up to date 'best practice' and playbooks making recommendations to the management team and Client where appropriate

·       Where applicable, liaise with landlord and Property/Facilities/Asset managers to ensure their service obligations are being met.

·       Undertakes regular management audit review of critical services in country on specific compliance requirements.

·       Owning the service delivery, KPI and SLA measurement process.

Managing key supplier and client relationships

·       Responsible for the consistency in delivery of all related services for client in the Country

Required Knowledge and Skills:

·       Degree or equivalent in property, and business or related recognized management professional qualification would be an advantage.

·       Able to write reports, communications and to build relationships and communicate with key stakeholders.

·       10+ years’ experience managing Property and Premises delivery across multiple sites to multiple stakeholders

·       Experience working for a service provider on an outsource contract

·       Some experience of managing the supply chain

·       Demonstrable evidence of team management and leadership skills

·       Thorough understanding of performance management

·       Experienced in driving and closing out operational change

·       Project management related experience would be an advantage

·       Evidence of working in a flexible/changing business environment

·       Awareness of workplace health & safety regulations.