Manager, Facilities Management [Customer Services & Quality Assurance]

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Responsibilities:

Customer Services

• Act as the primary point of contact for addressing service requests, resolving complaints, and ensuring overall customer satisfaction
• Oversee the function of our IOC app and customer hotline, ensuring their smooth operation and efficient response to customer inquiries and concerns
• Monitor and identify opportunities for quantity services without compromising quality.
• Prepare and manage regular reports on customer satisfaction and services contractors’ performance
• Develop and execute plans for handling service disruptions or crises and ensure timely and effective resolution of issues.
• Conduct thorough investigations to identify root causes of disruptions or crises and recommend appropriate corrective actions

Risk Mgt.

• Uphold high safety standards and prioritize compliance with applicable laws, regulations, and industry codes of conduct. They should ensure that quality practices align with legal and ethical requirements
• Schedule and plan drills and audits to assess the operational and emergency preparedness of our tenants
• Develop and implement comprehensive safety policies and procedures, conduct risk assessments, arrange safety training programs, manage occupational health initiatives, and ensure compliance with all relevant regulations and ordinances
• Take charge of insurance contracts and handle all related claims to ensure proper coverage and protection
• Implement and enforce proper handling, storage, and disposal procedures for hazardous materials and chemicals used within our operations, including regular calibration checks
• Establish a robust system for reporting and documenting all incidents, accidents, and safety concerns within our organization

Procurement Mgt.

• Collaborate with stakeholders to understand their procurement needs and develop procurement plans. Determine the quantity, quality, and specifications of goods or services required and create a timeline for procurement activities
• Prepare and issue RFPs or tenders to solicit bids from suppliers. Evaluate and compare proposals, negotiate terms and conditions, and select the most suitable suppliers based on cost, quality, delivery, and other relevant criteria
• Negotiate and finalize contracts with selected suppliers, ensuring compliance with legal and organizational requirements. Review contract terms, pricing, delivery schedules, and service level agreements. Monitor supplier performance to ensure adherence to contractual obligations
• Monitor procurement costs and identify opportunities for cost savings without compromising quality. Prepare and manage procurement budgets, track expenditures, and provide regular reports on procurement performance

Requirements:

• Min. of 8 years of exp. in similar roles from a fast-paced and customer-oriented environment
• Bachelor's Degree in a related discipline such as customer services, quality management, business administration
• Prior experience in customer services and quality assurance is highly desirable such as operational auditing, implementing quality control processes, emergency preparedness and managing quality improvement initiatives can be advantageous
• Excellent analytical and problem-solving skills, with abilities to investigate and recommend effective corrective actions
• Strong organizational skills and attentive to detail, with the ability to establish and maintain comprehensive reporting and documentation systems
• Exceptional communication and interpersonal skills, with the ability to effectively collaborate with internal teams and external stakeholders