Key Account Manager - Soft Services at AFMS Group

Key Accountabilities/ Principal Responsibilities

Contractual Strategy and Management

• Develop, agree and manage a robust strategy and annual plans for the contract, to meet the contractual requirements, as well as operational and financial business targets
• Ensure the contract is optimally structured, managed and populated to increase operational efficiency
• Focus on future direction of the contract, to include implementation of continuous improvement initiatives that strengthen the customer relationship to enable the success of future longevity of the contract
• Ensure a best practice framework is in place for the delivery of the contract, using processes, procedures and systems aligned to the company quality policy
• Conduct regular reviews of processes, procedures, plans, monitoring and taking action to ensure business targets are met, including submitting accurate and timely reports
• SLA Management, compliance & governance
• Performance reporting to the Client  

Business Development

• Develop strong market knowledge of existing and potential clients, and keep AFMS informed of business growth opportunities aligned to strategic objectives
• Provide in-depth analysis of markets, industry trends, competitors and clients to improve strategic planning and decision making
• Develop and implement relationship strategies to maximise opportunities for securing new business
• Identify new / future services that would provide AFMS with a competitive advantage or profitability.
• Develop tender documents at a consistently high standard

Customer, Community and Markets

• Represent AFMS when meeting with the customer, stakeholders, and end user, in order to enhance the company reputation and foster a partnership approach to the relationship throughout the contract
• Lead customer service excellence and continuous improvement culture, so that the business remains at the leading edge of service delivery and value
• Maintain and develop strong relationships with the client and other stakeholders to secure the necessary support for the efficient performance of hard and soft service operations and maintenance 

Leadership

• Meet the key performance areas according to the targets agreed upon in the areas of management of the client and contractor interface
• Manage and oversee the functional departments of hard and soft services operations and ensure performance is delivered to appropriate standards within agreed upon time frames and budget allocations

Financial Management

• Ensure business development strategies are in place, to deliver contract expansion aspirations in line with the business commitment
• Ensure effective financial management is in place to achieve turnover, profit and to meet legal requirement

Key Skills and Experience

• Grade 12
• Ideally have a degree, or hold a professional qualification in Facilities Management / Business Management
• Minimum 8-year experience at senior management level, preferably in hard and soft FM services, with at least 5 years Contract Management experience
• Hard & soft services operational knowledge would be advantageous
• Must have extensive experience in leading a diverse, multi-cultured, multi-disciplined workforce
• Must have managed commercial and contractual elements
• Must have managed resources and sub consultants
• Must have working experience with managing budgets, including costs and profitability
• Advance computer skills including presentation material