JOB DESCRIPTION / ROLE
Reporting to: Contract Manager
Division/Function: Serco Saudi Services - IFS
Base location: Jeddah, KSA
Key purpose
To lead and be a role model for Serco in the delivery of an Integrated Health & FM Soft Services commensurate with first class hospitals services - particularly a Hospital project in Jeddah and contribute to Soft Services requirements elsewhere in KSA and the Middle East. The post holder will be accountable for the day to day delivery and standards of the soft services. The services will be delivered in an efficient manner, with an emphasis on achieving high patient and customer experience and good quality care and standards, The services will be delivered using modern world class FM practices, equipment and processes.
Based on the specific requirement of the role
Key accountabilities
- Development and management of Housekeeping and other Soft FM Services, delivered across a portfolio of sites, in accordance with statutory requirements and application of Serco standards and methodology.
- Oversee the day-to-day delivery of Housekeeping, Portering and general hospital Cleaning, Linen & laundry, transportation, Waste management and staff accommodation within designated areas.
- Review Service Provider reports and recommendation and provide technical comment.
- Develop and establish routine processes and monitoring indicators, including forms of reporting, for delivery of Soft FM Services with the Client at the practical delivery level of services. Prepare and coordinate the programmed services across the facilities.
- Develop a rapport with the Client responsible control staff, call centres and patients to ensure first response principles are maximised and disruptions minimised.
- Provide and implement recommendations to improve service delivery and efficiency.
- Report to Contract Manager on a daily and weekly basis.
- Lead and motivate a team of managers and supervisors and instill a passion for the service we deliver to our patients and customers throughout the hospital and wider estate.
- Undertake monthly operational inspections, ensure the wider team are involved and provide service delivery reports to Serco management.
- Report and implement any opportunities which relate to advancing the operation or increase the potential to provide an efficient business improvement.
- Take personal responsibly and drive a culture and focus for Health, Safety, Quality & Environmental developments, with support via the HSQE Manager.
- To develop and lead a particular stream of training and development (such as BICSc or similar).
REQUIREMENTS
Essential qualifications
- Member of the British Institute of Cleaning Science (or equivalent certificate).
- Member of the British Institute of Facilities Managers (or equivalent certificate).
- Health, Safety Quality & Environmental Management qualification or significant experience.
Essential technical and professional skills and knowledge
- Ability to develop and implement policies, procedures and specifications for Soft FM Services.
- Experience at setting, introducing and maintaining standards within Soft FM delivery teams.
- Understanding of hospital operational needs.
- Understanding of Hospital Infection control processes.
- Knowledge of the health industry would be desirable but not necessarily essential.
- Good team manager and people to people skills.
Essential experiences
- Extensive Soft FM experience across multiple sites is essential.
- Extensive experience of working with multinational and multicultural teams within the Middle East
- High level of customer service experience.
- Able to coach and mentor where necessary.
Any other role specific leadership attributes
Knowledge of CAFM platforms.
Additional dimensions, KPIs or special features of the role
- Ensure compliance with the Serco Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards
- Ensure security and integrity of all data provided including reporting performance, finance and customer information; reference Serco non-disclosure policy
- To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions; reference SMS GSOP-HSE1-6 Serco organisational HSE responsibilities
- Ensure compliance with all training requirements of Serco and ensure adherence to these requirements at all times whilst in employment
- Report any accidents, incidents, breaches or potential breaches to appropriate management or the speak up process
Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative.
ABOUT THE COMPANY
Serco is a FTSE 250 international service company which combines commercial know-how with a deep public service ethos.
Serco customers are looking for expertise in managing their people, processes, technology and assets more effectively. We advise economic decision makers, design innovative solutions, integrate systems and - most of all - deliver quality services directly to the public.
Serco supplies to governments, government enterprise, agencies and companies who seek a trusted outsourcing partner with a solid track-record of service excellence. Serco people offer operational, logistical and technical expertise in the Transport, Justice and Immigration, Defence, Education and Healthcare industries as well as in the commercial sectors of Facilities Management.
Serco Middle East have been in the Region since 1947, starting out delivering Air Traffic Control Services in Bahrain; a service we are proudly still running today and have expanded to include many other Airports in the region.
We have expanded significantly since that time across the UAE, Saudi Arabia and Qatar. We have been supporting the RTA to operate the Dubai Metro since 2009, are preparing to launch the flagship Saudi Arabia Passenger Rail service from Riyadh to Qassim in 2016. We deliver Facility Management services to both Cleveland Clinic and Healthpoint Hospitals in Abu Dhabi, large-scale medical facilities in Saudi Arabia and a range of educational and commercial properties in the UAE. We also deliver postgraduate education to Officers in the Qatar Armed Forces through the Joaan Bin Jassim Joint Command and Staff College in Doha.
Focusing on our core values, and creating a positive environment for employees to thrive, we look forward to a bright future as we continue to grow with the region.
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