Regional Operations Manager

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Regional Operations Manager
Job ID
158014
Posted
13-Mar-#####
Service line
GWS Segment
Role type
Full-time
Areas of Interest
Facilities Management
Location(s)
London - England - United Kingdom of Great Britain and Northern Ireland
Global Workplace Solutions (GWS) is a division of CBRE which supports occupier clients of all sizes, through facilities management, project management, advisory and transaction services, realising potential in every dimension. Our vision is to create the real estate solutions of tomorrow, so businesses and people thrive.
Our client, BT, is one of the world's leading communications services companies for the provision of fixed-line services, broadband, mobile and TV products and services as well as networked IT services.
On the BT account, our CBRE workplace team provides facilities management and project services across a large and diverse property portfolio across the UK. The estate includes offices, contact centres, telephone exchanges and retail outlets.
Our strategic goals for the BT account are to have high performing and engaged colleagues working in a world class safety culture, whilst delivering exceptional customer experiences, service excellence and value for money.
The role: Regional Operations Manager (ROM)
The purpose of our Regional Operations Manager is to own and manage several clusters, ensuring they are providing a clean, safe, and effective working environment for our customers, visitors, and colleagues - enabling them to be brilliant.
You will provide daily leadership, management, and development of the agreed CBRE contract with BT ensuring financial and operational commitments are met and exceeded across your region. This role reports into a Business Unit Leader, and directly manages a team of Area Operations Managers.
Key responsibilities are as follows:
Provide leadership to ensure that contractual commitments are met and exceeded
Ensure that opportunities for the strategic development of the contract are leveraged, to deliver increased turnover and profitability, ensure additional services and projects are added
Ensure business policies and processes are effectively communicated and implemented
Ensure that contracts provide a healthy and safe working condition and that both CBRE and BT's quality, health and safety policy and process is effectively implemented across both CBRE and subcontractors' activities, and systems operate to ensure regular review
Full P&L responsibility for your region delivered through the Area Operations Managers (AOMs) which supports the overall success of the BU
Ensure cluster training matrices are up to date and issue training via talent coach monthly
Work with other Regional Operations Managers on the BT account to ensure collaborative development of the business, effective teamworking, and best practice ensuring national consistency
Identify, track and influence key PMS/KPI and financial performance metrics to deliver required performance in your cluster
Development of financial plans for revenue and profit delivery, reduction of WIP/OPOs, cost reduction and contract growth, and ensure that these are met and exceeded
Ensure appropriate contract review, audit, and control systems to ensure statutory, policy and contractual commitments are met
Ensure a customer focus within all areas of operational activities, and that effective relationships are maintained with customer contacts and CFU's
Promote and maintain the core values of CBRE
Set and deliver performance targets driving change and growth
Ensure that the contract is resourced by fully competent teams
Build a robust succession plan for the region, using management development programmes and local development activities to ensure ready and able candidates are always available.
Provision of leadership guidance, advice, coaching and direct support, where required to deliver best practice selection, training, assessment, and recognition/reward.
Support effective business communication through advice, review, leadership and direct contribution to management and team meetings, consultation forums, correspondence, publicity, monthly and ad-hoc reporting and other publications as appropriate
Develop an exceptional partnership with key suppliers and P&FS colleagues to deliver and improve appropriate workplace environments collaboratively
Be a nominated customer relationship manager for one of the BT CFUs
Ensure CCNs are completed within the necessary timescales within your regions by supporting the AOMs
Implement and monitor cost saving initiatives for the region
Liaise with commercial team to resolve any outstanding queries raised by AOMs
Actively support the success of your Region and BU
Monitor and identify areas for improvement as a matter of course
Ensure robust contract reviews are in place across regional teams with check and challenge of detail and are used as coaching and development opportunities
Identify and act on safety trends and reports to create interventions to protect the business, our people and drive continuous safety improvement
Measure and track quality at all levels in your region and act where quality standards drop below expectation
Ensure mandatory processes are in place, and are compliant including but not limited to; line management auditing, QHSE objective setting and tracking, Dynamic RA, H&S scenario training and RIDDOR investigations
Ensure your team has the skills and motivation to carry out their roles to the best of their abilities
Be visible and accessible to the team and customer
Ensure all colleagues within the Region are appraised annually and development plans put in place and followed through
Ensure all colleagues within the Region have clarity over scorecard targets (where applicable), objectives, continual achievement against these targets or their perceived general performance
Represent CBRE in a professional and credible manner to customers and the public
Person Specification:
Previous facilities management experience, ideally in a senior management role
Excellent motivational and influencing skills, with high levels of personal integrity
Organised, able to prioritise and deliver within high pressure, business critical environments
Ability to balance strategic thinking with tactical delivery for client satisfaction
High degree of knowledge of Health and Safety legislation, environmental protection requirements and ideally IOSH or NEBOSH qualified
Experienced client relationship manager
Ability to manage conflict and crisis situations effectively with diplomacy and sensitivity
Able to demonstrate an empowering and inspiring leadership style
Strong commercial acumen is essential, and experience of managing a P&L is preferable
Analytical skills, competent in performance management - analysis and reporting techniques
IWFM qualification desirable
Our mission: To build a world-class business through exceptional service and exceptional people
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