Operations Manager

ResponsibilitiesProvide inputs to the development of the overall division strategy and participate in developing the business unit strategy in line with the vision, mission, and business objectives of the company.Deliver the Facilities Management strategy while ensuring contractual commitments are successfully met.Manage the effective achievement of the business unit’s objectives through leading the Facilities and Operations team in the assigned project, by setting individual objectives, managing performance, developing and motivating staff, and providing formal and informal feedback and appraisals in order to maximize the subordinates’ and the business unit’s performance.Contribute and assist the director of operations in defining an optimum structure for the business unit/ division so that resources are optimally utilized, and communication takes place in an efficient manner.Recommend and oversee the budget for the business unit and monitor financial performance versus the budget so that the business is aware of anticipated costs/ revenues, areas of unsatisfactory performance and potential areas of cost reduction are identified, and performance improvement opportunities are realized.Lead and manage the Facilities Management function while ensuring the planning and allocation of all resources, and the implementation of the appropriate standards and controls to ensure that all the unit activities are carried out in an efficient and effective manner to meet and exceed unit objectives.Discuss “Side-Specific-Budgets” with customers including CAPEX for example, advise the customers on expenditures, opportunities for cost reductions, and the viability/ feasibility of changing/ buying assets (such as changing a chiller for example) to ensure customers’ budgeting is as appropriate and as accurate as possible.Maintenance Operations for CNS; AGL & Airfield Civil Works.Knowledge of ISO, ICAO and GCAA industrial best practices related to FM01 (CNS, AGL and ACW).Develop and monitor SLAs for the assets, and ensure that they are aligned to service delivery, client expectations, and expectations from suppliers / service partners in order to achieve quality service delivery, effective supplier relationship management, and profitability.Monitor service delivery performance and lead the evaluation of suppliers’ performance to ensure the selection of appropriately qualified service providers at the optimum price in order to deliver the expected quality of service.Monitor resource utilization to ensure that the right number and talent is available for running operations (projects, civil works, mechanical works, electrical works, landscaping, building inspections, etc.), accomplishing targets, improving customer satisfaction, and achieving business objectives.Monitor and control the execution of maintenance contracts, review the preventive and corrective maintenance programs, and supervise the implementation by employees or assigned contractor(s) through reviewing reports and spot‑checking as appropriate to ensure the provision of quality maintenance works to the facilities (including maintenance to audio visual equipment, BMS, chillers, generators, HVAC, IT, etc.).Attend all coordination meetings with the tenants and contractors to discuss the progress of the fit out works and collect the required documentation, carry out an overall inspection after the completion of the fit out works, prepare the snag list to for the tenant, and follow up on all rectification works needed.Monitor the request for quotations and the preparation of Purchase Orders and Vendor Contracts, approve same, and ensure that the purchasing process is optimised to guarantee the provision of products/ services to the company/ customer on time and avoid any operational delays.Ensure that the Annual Leave Planer is completed to have a holistic view on forecasted leaves and employees’ availabilities throughout the year so as to guarantee that the appropriate resourcing is done and that business operations do not get interrupted.Manage customers’ expectations through clear communication and transparent work attitude in order to be consistent and to develop strong customer relationships.Receive escalated problems and complaints from the Call Centre and ensure that the necessary support and maintenance work is provided to customers in a timely fashion in order to resolve customers’ issues (pertaining to cooling, power, ventilation, plumbing, etc.) and maintain their high levels of satisfaction.Escort customers on daily tours within the premises/ facilities, listen to any feedback or complaints they might have, and delegate any work needed to the subordinates in order to provide customers with the necessary civil, mechanical, electrical, etc. support and maintenance support.Provide technical advice to customers and represent customers in technical interfaces with third parties (such as dealing with contractors conducting any construction work on premises while ens