Job Overview

Apply now MAIN PURPOSE: To provide effective support to the UK and European Macro facilities teams The performance manager will work closely with the senior management team to ensure compliance and adherence of all facilities infrastructure processesReport on data, trends etc and distribute to the Operational teamsCollate contract information, create easy to access work book for all MAIN JOB RESPONSIBILITIES: Adopt and embrace the delivery of services set against the Company's four pillars of excellence, Client, Colleague, Company and Community, and Every Moment, Macro ImpactManagement and close out of non-conformances Customer engagement Collation of monthly reports including SPR collation Improvement Project management Monitoring of Helpdesk activities, ensuring call management is as per agreed specification and call chasing and closure is effective delivering improvements in customer satisfactionSupport the Colt Helpdesk with contract knowledge and understanding, ensuring any contract changes are managed through with the Helpdesk. Working closely with the Colt Helpdesk team to understand processes, systems and team and make recommendations to improveProduce regular management information and reporting for customers and the contract management team, in accordance with contract KPI's and SLA'sLook for continuous improvements in customer satisfactionTo provide management information/reporting as requiredProviding admin support to the Facilities team as required Provide support to Account Manager and Portfolio Director Provide support to the Compliance manager as requiredAssist with client and staff PRISM access and ensure effective communication and compliance with the reporting deadlines across the account entering information in the PRISM report, where requiredVerify vetting process for new starters and provide admin support and record management during this process (HR support)Maintain up to date business continuity information and provide support updating documentation when requiredCollect and upload to SharePoint (Prism) documents such as training records, qualifications, and other documentation to demonstrate competency of the facilities services team. Maintain operational procedures and documentation up to date and support the document control of the accountAdhere to and promote organisational valuesAttend client meetings, produce meeting documentation as required and the production and distribution of agendas / minutesBecome a recognised figure head for the facilities operation and integrate within the wider FM team by building strong relationshipsMaintain group email addressesMaintain and report to HR the European absence statisticsSupport of PO requests for the UK teamAssisting with travel arrangements, Pos, maintain travel tracker and managing cost summaryEffectively and accurately communicate relevant information and business communicationsCommunicate ideas for improving business processes with a positive and constructive attitude and for developing this attitude within othersKeep the senior management team informed about any relevant business developments that may impact client relationsEnsure reporting schedules are diarised and co-ordinate the collation of reports as requiredMaintain and update organisational structureSupport European team with any client IT requestsSupporting Macro Communications Committee initiatives to provide account news and compile a regular account newsletter SKILL ATTRIBUTES Fresh thinking and creative - able to identify products, systems and technology that will transfer into the FM service marketContinuous improvement attitude which welcomes change and focuses on delivery and exceeding customer expectation both internally and externallySolid FM Operations Management knowledge with a track record in delivering services in a similar capacityAbility to work across a number of projects and maximise gross margin.Be a professional ambassador for the company at all times and promote Macro in the market placeExcellent written and verbal communications skills in native language and English.Interpersonal and people management skillsAble to deal skilfully with financial data, budgets and projectionsProactive - ability to anticipate client requirements and deliver continuous improvementTeam collaboration - supports team goals, co-operates and demonstrates positive attitude towards others, is a team leader and playerPlanning and organising - sets priorities, schedules activities effectivelyHas positive upbeat attitude towards work.Self-motivated and capable of working without fully documented procedures.Experience of managing contracts and writing operating processes and procedures.Networking - keep abreast of best practice within industry by maintaining contact with peers in other market sectorsTechnology savvy PERSONAL BACKGROUND AND INTERPERSONAL SKILLS The job holder should ideally have: Essential At least five years FM experience at a senior levelExperience of managing and motivating direct and supply chain teamsGood communicator and team playerGood people management skillsAbility to accept change and work flexiblyGood numeracy skills and experience of managing budgetsManagement of HSENegotiation skills and commercial acumenFluent in written and spoken English Desired Established network within the FM industryAble to motivate and inspire others to performMulti-Lingual EDUCATION Essential Educated to Hig

Key Requirements

Facilities Management Supports CAFM Client Requirements