Operations Lead

Key Responsibilities:

Account Management and Client Relations:

• Serve as the primary point of contact for the account
• Develop and maintain strong, strategic relationships with clients and key stakeholders
• Conduct regular meetings to discuss performance, address concerns, and identify opportunities for improvement
• Proactively manage client expectations and ensure service delivery aligns with contractual agreements
• Lead contract negotiations and renewals, working closely with the procurement team
• Develop and implement account-specific strategies to drive client retention and growth

Client Satisfaction and Experience:

• Regularly assess client satisfaction through formal and informal feedback mechanisms
• Develop and implement action plans to address client feedback and improve service delivery
• Create and maintain a client communication plan, ensuring timely and effective information sharing
• Anticipate client needs and proactively propose solutions and value-added services

Strategic Account Planning:

• Develop and execute long-term strategic plans for the account, aligned with client's business objectives
• Identify and pursue opportunities for account expansion and additional service offerings
• Collaborate with internal teams to develop tailored solutions for client-specific challenges
• Stay informed about clients' industry trends and business developments to provide relevant insights and recommendations

Operational Oversight:

• Manage and coordinate all facilities management services, including maintenance, cleaning, security, and other support services
• Implement and maintain standard operating procedures for all service lines
• Monitor and evaluate service performance, identifying areas for improvement

Team Leadership:

• Lead, mentor, and develop a team of facilities management professionals
• Assign tasks, set priorities, and manage workload distribution
• Conduct regular team meetings and performance reviews

Financial Management:

• Oversee account budgets and financial performance
• Identify cost-saving opportunities and implement efficiency measures
• Prepare and present financial reports to clients and internal stakeholders
• Develop pricing strategies for contract renewals and additional services

Compliance and Risk Management:

• Ensure compliance with health, safety, and environmental regulations
• Manage and mitigate operational risks
• Conduct regular audits and inspections to maintain quality standards

Continuous Improvement:

• Identify and implement process improvements and best practices
• Stay updated on industry trends and innovations in facilities management
• Drive initiatives to enhance service delivery and client satisfaction

Reporting and Analytics:

• Develop and maintain key performance indicators (KPIs) for account performance
• Prepare regular reports on operational performance, financial metrics, and client satisfaction
• Analyze data to inform strategic decisions and improvements

Cross-functional Collaboration:

• Work closely with internal/external teams and all stakeholders to ensure a cohesive approach to client management
• Facilitate knowledge sharing and best practices across accounts and teams