Train and mentor teams on operational excellence tools and methodologies, develop future team talent.
Act as the POC for all things data quality orientated, with a focus on standardized and streamlined reporting platforms.
Drive implementation of a property compliance platform, focussed on essential safety compliance requirements, that provides real time status across the portfolio
Work in partnership with the Workplace & Technical teams to provide data and tools to review services using metrics to understand variances and opportunities to optimize
Drive client specific initiatives and reporting through technology BI Dashboards, Benchmarking, data analytics, SMART reporting
Drive/ develop analytics capability within team including but not limited to systems, people and reporting.
Performance / Contractual Management
Manage all KPIs and dashboards to track operational performance and ROI of initiatives.
Conduct root-cause analyses and present data-driven recommendations to account leadership
Client/Stakeholder Management
Pro-actively develop and manage stakeholder relationships ensuring that expected service levels are achieved, with Commercial, Sourcing, Technology and Operational teams
Comply with all requirements of the Client MSA contract and meet or exceed Key Performance Indicators, manage all MSA obligations
Deliver an exceptional quality of service to the Client, as reflected by Client partnership feedback.
Leadership / Staff Management/ Team Participation
Lead a highly proactive, responsive, dynamic and agile team of subject matter experts to support the Workplace & Technical teams to stay focused on their occupants
Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success
Develop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for key team members and on-site Vendors
Technology & Innovation
Identify automation/digital transformation opportunities to streamline workflows.
Stay updated on industry trends and best practices in operational excellence.
Desired or preferred experience and technical skills
Bachelor’s degree; (Master’s/MBA preferred)
Certifications ISO 9001, PRINCE 2 (required), Six Sigma (desirable) Power BI , MS Project
10-15 years’ experience in FM Real estate : Operational leadership , Contract Management, Compliance, Process improvement, or consulting roles.
Proven track record in leading large-scale transformation projects in real estate, FM, or related industries.
Expertise in Lean/Six Sigma, Agile, and change management.
Strong analytical, problem-solving, and project management skills.
Excellent communication and stakeholder management abilities.
Proficiency in data visualization tools (Power BI, Tableau) and process mapping software.
Requirements
Demonstrates proactive & professional approach to customer service and stakeholder engagement
Has a natural hospitality-orientated communications acumen
Ability to interact with a wide range of client staff, including senior levels
Ability to manage conflict and balance between client and firm requirements
Has a customer service oriented attitude
Ability to lead team effectively, train them well and promote open, constructive and collaborative relationships at all levels
Excellent planning & organizational skills to prioritize work and meet tight deadlines
Proven ability to manage multiple and complex operational matters on a daily basis
Location
On-site –Hong Kong, SAR, China
Job Tags
If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table!
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