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Job description / Role
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.
Reporting to: Customer Experience Director
Key purpose
The purpose of this position is to ensure the Facilities and Cleaning Services for metro buildings are managed and maintained as a cost effective, safe and secure environment and to ensure the effective provision of services to internal and external customers of metro system.
Reason for role
New contract.
Structure and reporting relationship
This role sits within the Customer Experience team, reporting to Customer Experience Director and is responsible for the management and development of the facilities team to deliver a pleasant environment within stations and buildings.
Key accountabilities
Customers
• Ensure KPI performance targets are met/exceeded in accordance with contract KPR requirements
• Liaise with key stakeholders within Serco framework that will provide a detailed communication strategy and ensure decision forums are in place at a daily service and strategic level.
Operational Excellence
• Lead, plan and monitor Serco’s Soft FM team in providing comprehensive services for Assets and infrastructure
Service responsibilities:
• Cleaning (internal & External)
• Pest Control
• Landscaping
• Waste Management
• Recruitment of Management Team / Subcontractor Arrangements / Procedures Development
• Management and supervision of Accommodation Manager, Facilities Manager, Cleaning Manager and Administration Officer
• Ensure the departmental managers/staff are adequately trained in their particular functions to meet concession agreement targets. Plan and facilitate recruitment, inductions, training, support and guidance to staff
• Management of the Asset register for cleaning equipment, residential and office furniture items
• Provide a detailed communication strategy and ensure decision forums are in place at a daily service and strategic level.
• Manage and oversee the Waste Management service provision within facilities
• Manage and oversee the provision of uniforms on an annual basis in liaison with the procurement department (including coordination and distribution of new uniforms
• Control production of procedures, work instructions and any related forms for the service provisions. Work with the Health & Safety Manager to ensure compliance to achieve ISO standards
• Plan, deliver and maintain records/renewals of any office lease agreements, subcontracted service provisions required in a timely manner
• Manage and oversee Electronic Auditing
People and Culture
• Management and supervision of different disciplines of departmental staff to ensure they provide the services required by Serco
• Manage the mobilisation, operational training and deployment of the facilities team
• Lead Facilities and liaise with other Departments to ensure delivery of operational services are complied with
• Ensure customer satisfaction for service provision to internal ‘’clients’’ by compiling a quarterly satisfaction survey;
• Maintain an awareness for ensuring best practice within the department in accordance with procedures and technology to ensure the continued effective and efficient running of service delivery;
• Ensure all new starters receive a full departmental induction and all necessary training for them to become competent in their role within their probation period in conjunction with the Training Department
• Ensure the on-going competence of all team members and arrange any training that may be required to ensure up-skilling and continuous development of staff capability
• Own the competence management system for the team and regularly audit competence records to ensure correct completion
• Review non-conformances raised against the department regularly and assign resource to close out overdue Non-Conformances (NCs) within agreed timescales Lead, manage and motivate the team, including coaching departmental supervisors or team leaders;
• Complete annual and mid-year appraisals and identify any sub-standard performance or behaviour and ensure corrective action through employee development plans;
• Own departmental succession and development plans;
• Ensure that employees understand how they contribute to departmental and organisational goals;
• Comply with all Serco SMS Policies and Standard Operating Procedures and all local regional or contract related policies and procedures
• Perform and carry out other duties as instructed / directed by the Customer Experience Director
Financial
• Preparation and management of service budgets and ensure expenditure is monitored against the budget, ensure PRF’s, PO’s and invoices are processed in accordance with procedure. Plan and prepare annual budget in accordance with contractual requirements
• Develop technical tender specifications for services which are to be outsourced and work closely with procurement to evaluate the tenders and mobilisation of the contracts
HSQE
• To be aware of, and play an active role in the development and implementation of the Integrated Management System and the content of the Health, Safety, Quality & Environment and Information Security Policy Statements, to ensure that these are implemented within their area of responsibility
• Understanding of personal responsibilities and contribution, and those of their staff (including subcontractors) in achieving compliance with the Integrated Management System and Competence Management System requirements, control measures and legal requirements by contributing to, or leading environmental impacts and aspects assessments, job safety analysis, information security risk assessments and competence assessments within their area of responsibility. Ensure that the results of such assessments are embedded in management systems, that these systems are communicated to those affected. Ensure that staff understand them and the potential consequences of departure from the arrangements in place
• To exercise a personal duty of care for their own health, safety and welfare and for those affected by the acts or omissions and promote the same within their area of responsibility
• To use safety equipment (including PPE) as required and intended and observe that this is also enforced within their departments and among subcontractors and third parties working in Serco’s controlled premises/systems
• Ensure that a good HSQE and Information Security culture is promoted within their departments and among their peers, subcontractors and third parties
• Lead by example and ensure that ways to conserve energy, water and resources and minimise the generation of waste are identified within their area of responsibility
• Protect information assets and data including both electronic and paper based from all threats whether internal, external, deliberate or accidental
• Promote a good HSQE and Information Security culture among their peers, subcontractors and third parties
• Conduct regular reviews on the HSQE and Information Security Performance within their departments and seek ways to continually improve
• Setting SMART objectives and ensures quality of employee development plans, including performance or behavioural Improvement plans. and ensure that development plans and career planning is clear and the department is staffed with talented motivated people who play to their strengths to meet the Business needs
Requirements
• Ideally a degree holder or high diploma of post-secondary education in a related discipline or another related professional qualification
Essential technical and professional skills and knowledge
• Excellent interpersonal and communication skills
• Mature, detail-minded, flexible, pro-active, self-motivated and responsible
• Proactive and multi-tasked and able to work under pressure to meet deadlines
• Proficient in MS Office
• Experience in managing sub-contractors
• Be a team player and work closely with the team members
• Fluency in spoken and written English
Essential experiences
• A Minimum of 10-12 years of relevant work experience with excellent commercial knowledge and the ability to think within substantially diversified company procedures
• A minimum of 5 - 7 years’ experience within a similar position which involved working in a multifunctional facilities service environment
• A minimum of 3 - 5 years of management experience and supervising a team of front line staff
• Significant experience in managing a number of teams within different disciplines with an aim to meet the committed performance targets in a cost effective and efficient manner;
• Strong and deep knowledge of all aspects of safety issues within Facilities Management;
• Strong knowledge of management processes and governance in relation to audits, procedures and instructions and management of assets
• Significant experience of procurement, budget planning and achieving targets
• Significant experience in management of staff to ensure development, appraisal, coaching, mentoring, training and assessment
Additional dimensions, KPIs or special features of the role
Scope and Complexity
• Role will be responsible for implementation of strategies and policies, development and deployment of these, and requires a full understanding of how and why to structure approaches in a particular way.
• Responsible for achievement of annual service & budget objectives, control and performance of people (including discipline, etc), forecast results, planning over an annual (>12 months) cycle to meet annual cost and service improvement targets
• Decisions taken on how activities or technical outputs will be structured and delivered; making decisions about how to implement a policy/strategy for an activity, account or campaign
• Requires extensive networking within Serco & client organizations in order to deliver outputs, requires excellent commercial knowledge
• Accountable for business plans for the relevant functions within the span of 3-4 years
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.