Senior Manager: Service Standards & Hospitality at Bidvest Facilities Management

ROLE PURPOSE

• Drive and implement the strategy around service standards, hospitality, and service excellence across the Clients facilities management portfolio.
• Ensuring quality of the services rendered by service partners in addition to BFM meets or exceeds the client’s expectations consistently. Implementing, executing and monitoring the services that are provided on the contract in respect to Soft Services, catering and FOH customer touch points within the BFM remit.
• Ensuring accurate billing of these services which affect GMP and adhoc billing; to ensure commercial viability of the contract. Reporting on these services and their performance monthly to Absa and internally.
• Establishing and maintaining a Best-in-class service standards for al Facilities Management functions on the Absa Account. Driving a “one Bidvest” culture across the contract with all service partners.

MAIN OUTPUTS

Service Delivery and Operational:

• Contract ownership of service standards and service delivery in Catering; softs service; FOH and concierge and remote ATM cleanings related functions.
• Seek and implement initiatives to assist operations in measuring required service standards.
• Be aware of buildings and services implemented or terminated on the portfolio, and ensure services are sold up or sold down accordingly. Further, where it is a sell up, surety given to ensure the service standard is implemented to the required contract standard per service provider.
• Ensuring innovation and promotional activity around catering is continuous and maintained.
• Ensuring that catering offerings remain of the highest standard and are implemented consistently across the national portfolio, considering varying LSM levels in each Clients building.
• Monitor and report on service partner and supplier non-conformance on the FM account; and ensure this is tracked and resolved.
• Offer support to the operational; project and engineering divisions of the contract where service standard implementation is required (in GMP or Adhoc) and ensure this is maintained.
• Development of customer journeys and moments of truth, as well as the implementation of the associated mystery shopper programmes with the buy-in of the service partners
• Design and assess cyclical visits for Service Standard Workstream leads to proactively manage standards.
• Alignment of service delivery outputs to the Clients strategic initiatives
• Assessment of operational performance of FM teams; in alignment to service standards to ensure continued consistency nationally.
• Implementation and development of measurement tools to continuously assess the service performance on the contract, and sentiment of the Clients customers.
• Contract Quality assurance nationally ensuring service standards are aligned to agreed bank service standards.

Financial:

• Monitor and report on service credits due to the account from the soft services partners.
• Innovation in the related services to create efficiency in soft services and catering.
• Optimisation of costs for the purposes of achieving savings targets on the FM account
• Identify opportunities to grow the FM contract on the Absa account that can grow the basket of services offered.
• Ensure service contracts are fulfilled by service providers based on PO’s issued, and to claim credits where they were not.
• Ensure contract profitability; through understanding GMP, responsible cost management and driving innovative solutions.
• Ensuring WIP / GRIR are within the required and acceptable days.

Strategic:

• Development of a customer focused service ethic culture that can be implemented; that is uncompromising and of the highest level on the Clients contract (Best in class) – development of these and “key moments of truth” is pivotal with the correct stakeholder engagement.
• Strategic drive to ensure all soft service align under BFM on the contract in respect to culture of service delivery and operational outputs.
• Identify strategic opportunities across the account that can benefit the greater contract not only service standards.
• Use of technology to drive efficiency and innovate on the account.

Contract Compliance & Governance:

• Ensure contract and account are compliant in terms of the governance requirements.
• Ensure compliance to all process that have been documented in the contract that bearing on service standards and soft services.
• Ensure the CN process is complied with through operations when engaging with service partners to ensure service delivery is not impacted.
• Continually assess if all dashboards and reporting is adding value to the account and is useful. Innovate around those dashboards to continuously improve the data reported.
• Annually review service partners SLAs with the commercial / procurement team and ensure its relevance to the current running of the contract.
• Continually assess contractual service standards to seek improvement; opportunities for growth; as well as savings opportunities.
• Proactively manage customer feedback and keep track of this, with resolutions
• On-boarding of ED suppliers and initiatives to ensure service specifications are aligned to the contract requirements and to assist the bank in achieving their SD and ED targets.
• Continued reporting to the client and Contract NOE on the service delivery of all soft services and hospitality aspects of the contract; as well as service partner performance and associated commercial management.

People Management & Team Dynamics:

• Responsible for the motivation and managing of the division’s team members.
• Development and implementation of a training programme to drive the desired culture on the FM contract that all teams and suppliers will prescribe to
• Identifying training needs and gaps and executing on these with training that will benefit the contract.
• General account leadership; through collaboration with colleagues in Operations; Contract Commercial compliance; Projects; and Engineering
• Managing the output and performance of the Service standards team and their input across operations nationally.
• Assistance where required on any IR / HR related issues on the account or within BFM.
• Drive a culture of collaboration with all service partners on the account.

General:

• Involvement in key projects to understand impact on service delivery of service stands and related costs, and contract scope.

General Administration:

• Customer feedback reporting
• Review communications, marketing material and promotional items put forward by service partners prior to communication to the client.
• Benchmarking of services on the account.
• Hold weekly documented meetings with service partners and service standards teams.
• Management and assessment of the outputs of the service standards leads.
• PPM management for softs services providers.
• Attend and participate in client meetings.
• Update and maintain all records pertaining to soft services.
• Site visits report review as submit by Service standards lead per area.
• Assist with the design and implementation of CI and uniforms.

Health & Safety:

• Adhere to the BFMs Safety, Health, Environmental and Quality (SHEQ) Management System’s Policies & Procedures as applicable to this position.
• Adopt and maintain ISO policy, procedures and standards for the site.
• Implement any measures you may identify in accordance with the standards and procedures.
• Meet and maintain H&S Audit results of 85% per audit.

Reporting:

• Prepare presentations for operations/relevant stakeholders monthly encompassing: 
• Catering and vending BI
• Soft services calls and PPM performance
• ATM cleaning performance and maintenance
• Service Standards Reporting
• Manage SLA interims of closure of calls or work orders – Monthly PPM dashboard for soft services
• ATM dashboard monthly
• Compile and prepare statistics/reports as and when required.
• Hygiene reporting for Catering
• Daily performance of catering operations
• Consumable report - Usage Mix of products – Hygiene and Cleaning

 Adhoc:

• Undertake any other responsibilities as directed by management.
• Responsible for further specific projects as delegated by your line manager.

QUALIFICATIONS / REQUIREMENTS / KNOWLEDGE / SKILLS / EXPERIENCE

The Applicant must meet the following requirements:

• Matric (Grade 12)
• Hospitality or Facilities Management Qualification
• Degree or Postgraduate / Higher Diploma
• Driver’s License
• 5 to 8 Years’ experience in a similar environment; experience in hospitality leadership role or facilities management leadership role and with dealing with hospitality providers or stake holders.
• Senior management and Executive management experience
• Customer services experience and knowledge of service level agreements will be advantageous
• Knowledge of the Absa account and services
• Experience manging large teams
• Commercial & Financial management experience
• IR / HR knowledge
• Service Delivery knowledge
• IMS (Integrated Management System)
• Microsoft Office (Intermediate)
• SAP Knowledge

FUNDAMENTAL COMPETENCIES

• Business Acumen
• Decisiveness
• Display pursuit of excellence
• Maintain confidentiality
• Outcome based leadership
• Takes Ownership
• Performance Driven
• Etiquette / Courtesy in Business
• Planning & execution skills
• Problem Analysis
• Demonstrate independence
• Strategic intent
• Relationship Building
• Good interpersonal skills
• Bring team to execute and deliver
• Managing Conflict