Operations and Performance Lead (Facilities Management)

Job Summary

Operations & Performance Lead is a dynamic role that spans the full lifecycle of facilities management and multi discipline Enterprise Accounts. The role will be instrumental in client growth, from relationship cultivation, supporting to identify opportunities to expand accounts (with a focus on projects & engineering self-delivery - EaaS), developing client bid solutions, completing due diligence, working with the transition team to mobilise & demobilise FM operations and, where relevant, renewal activities in Singapore. This role will provide guidance on operational excellence including talent management and oversight on compliance and risk of operating within that country environment.

Operations & Performance Lead will work closely with the in-country functions, the regional and global Sales & Client Solutions Group, Sectors and Transition to support a wide range of activities on Enterprise Accounts operating in Singapore

Growth - Key Responsibilities

• Develop commercially competitive and operationally sustainable client solutions for new business, renewals, and client expansions. Have a clear focus on desired outcome and strike the balance between a competitive bid and one that is operationally viable including the identification of glidepath opportunities.
• Work collaboratively with the regional client solutions team to achieve bid deadlines, cohesive and consistent regional solutions, and continuously improve tender processes.
• Bring operational experience to bids& renewals, be clear on the intent, validate Sales & Solution Team’s work whilst challenging organisational design and third-party proposals
• Coordinate inputs from internal business leaders to develop price certain tender responses and build a database of reliable pricing benchmarks & gearing ratios for use in bids and for assessment of existing client spend rates.
• As part of the transition in process, be responsible for the due diligence deep dive to identify and mitigate gaps between Bid’s Solution and Actual (based on completed Due Diligence) show how gaps can be bridged including cost and risk, lead on any operation solution changes
• Collaborate with the Regional transition team to effectively mobilise and demobilise accounts that achieve positive results for clients and CBRE alike.
• Lead the in-country client facing transition team throughout transition processes and manage the internal and client facing reporting requirements in line with regional processes and procedures.
• Be the umbrella and coordinate inputs from local and regional SME’s to achieve budget and timeframe imperatives for all client transitions; including but not limited to QHSE, People, Procurement, FM Operations, Technical Services, Talent Acquisition, Finance, D&T, and CBRE relationship manager/s
• Maintain alignment with Commercial, Sales & Operation team during Transition
• Lead final handover from Operations & Performance to Account team, highlighting opportunities for growth / risks – all lines of business
• Support Transition and Account Teams on operational stabilization activities within T+30 and T+60 and finalize due diligence outcomes where True-up periods are less than 6 months

Business Development & Marketing

• Build and develop high-level customer relationships (as indicated and agreed with Sectors) with both existing and potential customers through fully understanding their needs and therefore opportunities.
• Represent CBRE in a professional and credible manner to customers, external forums and community initiatives.

Operational Excellence - Key Responsibilities

• To own cost benchmarking across the region to enable price certain tender responses and build a database of reliable pricing benchmarks for use in bids and for assessment of existing client spend rate.
• Champion COO operational excellence initiatives from across the CBRE business to all accounts operating in the Singapore market.
• To develop tools and training set to educate the account and sectors on compliant & safe operations within Singapore
• To drive service transformation and simplification in Singapore by continuing to innovate the country platform, the partnerships with external bodies to create a platform that can be effectively and efficiently accessed by the Account business
• Work closely with procurement team to ensure maximum use of preferred suppliers where competitive including robust back-to-back contracts, performance focused contracts are in place with contract duration by leveraging maximum value.
• To work with selected accounts to identify – and importantly, drive the implementation of operational change, to support in the pursuit of operational excellence and wider operations strategy.
• To ensure that account team members are directed to the correct account regional or global resources to support with BAU troubleshooting or transformation plans (clarification – it is not the role of the operations team to "fix" account issues unless a specific program of work is agreed / or an operational emergency)

Engagement & Talent - Key Responsibilities

• Work across the country team to communicate with Account Leads in Singapore; ensuring a culture consistent with CBRE's RISE values and ensuring the sense of belonging to the CBRE organisation
• Provide recommendations and feedback to the Account and Sector teams to drive an aligned view of our talent (Talent Sync) to ensure in market talent is utilized and under performance is responded to.
• To curate and implement an engaging Community Calendar to build networks and strength regardless of CBRE LOBs whilst purposefully fulfilling our own CBRE ESG commitments
• Build a robust succession plan for the platform business unit by engaging Talent Management team and supporting talent retention strategies.
• Build and encourage a culture of reward and recognition within the country
• To ensure that equity and equality are followed within the country ensuring that short term account decisions on