Account Manager - Total Facilities Management

Transguard Group was established in 2001 and has diversified significantly, we lead in the fields of Cash Services, Security Services, Manpower Services, Facilities Management & Aviation. Transguard Group is the UAE’s most trusted business support and outsourcing provider and has a large, dynamic, and culturally diverse workforce with 50,000 employees!

We are currently recruiting for an Account Manager – Facilities Management to join our Integrated Facilities Services Team in our HQ, located in DAFZA, Dubai Airport Free Zone.

Scope

To manage the assigned portfolio of key contracts/clients ensuring the services are delivered as per contractual terms and contracts are performing above sold margins. Maintain and strengthen the client relationships, ensure client satisfaction/retention by understanding the client needs and objectives by providing solutions and services in line with those particular requirements and oversee the FM operations of multiple/assigned contracts.

Financial

• Maintain contract profitability above sold margins.
• Reporting and management of overall contract portfolio contractual service delivery and P&L.
• Ensure profitability of the contracts are met as per the budget/targets, and drive improvement in financial performance.
• Plan, budget and forecast revenue in line with business target.
• Explore further business opportunities with the client; Manage the team structure and develop it as required to ensure the operations run smoothly and within budget.
• Identify and record continuous improvement initiatives - process improvement or cost improvement.
• Oversee project’s service delivery performance and ensure the SLA/KPI’s are met without any penalties/deduction.
• Investigate with the Senior Manager the reason why any expected gross profit on the contract is not met. Explore 'management solutions' to address the concerns.
• Responsible for developing the business growth of the account; Implicitly understand the commercial aspects of the contract and manage the service delivery within the boundaries of the contracts and against the sold solution resources budget.
• Add value to the client’s business by either presenting with initiatives that drive down costs, or complementing their objectives by proposing initiatives in line with their business goals.
• Develop and maintain client relations to achieve 100% client retentions.
• Review and submission of commercial/technical proposals to clients on renewals, adhoc projects etc.
• Mobilization/Demobilization of contracts
• Ensuring invoices are raised and submitted on time for all contracts in coordination with central FM and finance team.

Customer

• Liaise with relevant stakeholders within the group such as commercial, legal, procurement, finance, HR as required.
• Conduct weekly/monthly meetings with the client to discussion deliverables and drive improvement in performance for all contracts.
• Develop a good working relationship with the client and hold regular client meetings to ensure the smooth running of the contract.
• Undertake periodic site visits to view staff performance and discuss and resolve any issues raised by the client regarding the quality of service and implement corrective actions.
• Plan ahead and agree with the client for any new staff requirements to meet any future peaks and troughs.
• Plan mobilization of staff according to agreed timescales with the client; Arrange site specific induction and training of new staff.
• Work with demand planning team to ensure manpower planning is done efficiently and resources are always available.
• Assist the bids/solutions team in bidding for new tenders and renewals of existing contracts.
• Staff performance reviews and succession planning.

Process

• Monitor resource utilization to ensure that the right number and talent are available for delivering service as agreed contractually.
• Develop and monitor SLA’s and ensure that they are aligned to service delivery, client expectations and supplier expectations/service partners to achieve quality service delivery, effective supplier relationship management and profitability.
• Monitor and control execution of FM contracts, review the preventive and corrective maintenance programs and supervise the implementation of employees through reviewing reports on contractual service delivery.
• Spot checking as appropriate to ensure the provision of quality maintenance works to the facilities.
• Review and upgrading of SOP’s in line with the service delivery and best industry practices.
• Oversee the FM contract service methodologies aligned with sold solution.
• Regular review of CAFM implementation and utilization contract wise.
• Strategic planning and implementation of value added services.

Innovation

• Drive energy management projects on the contract by identifying opportunities for improvement and seeking guidance from the energy manager.
• Introduction and Integration of latest technology as per the current market trends.
• Developing and submitting case studies to solutions team on implemented projects and contracts.
• Review submission and implementation of Yearly roadmap to clients on value added services.
• Implementation of Sustainable FM practices/services in line with SDG’s and client visions.

Selection Criteria

• Bachelor/Master of Engineering/Science in Mechanical, Electrical, Electronics, Mechatronics Engineering or Equivalent.
• Technical Knowledge of FM standards and processes.
• Certification preferred such as CFM, PMP, IOSH, NEBOSH and member of FM bodies such IFWM, BIFM, MEFMA Etc.
• Minimum experience of 12 years or above on management and service delivery of structured contracts (Where standard SLA/KPI applicable) where 5 years or above as position of Manager handling multiple contracts.
• Strong knowledge of commercials and contractual P&L.
• Driving license is mandatory.
• Strong soft skills such as MS Word/Excel/PowerPoint and report writing skills.
• Ability to interpret design and as built drawings of MEP, structural and Architectural.
• Strong analytical and interpersonal skills.
• Management and delivery of Multiple FM contracts including soft and hard services FM contracts.
• Experience of handling various types of facilities such as Residential, commercial, Master Communities, retails, Banking, shopping malls, Universities, Royal Palaces, schools etc.
• Strong Communication and interpersonal skills.