Manager, Smart Office Centre
Hong Kong-Shenzhen Innovation and Technology Park Limited (“HSITP”, a wholly owned subsidiary of the Hong Kong Science & Technology Parks Corporation, is engaged in the planning, building, management, operation and maintenance of the Hong Kong-Shenzhen Innovation & Technology Park at the Lok Ma Chau Loop (“the Loop”).
With a site area of 87 hectares, the Loop will be a hub for vigorous technology R&D and collaboration among top-notch international R&D institutions, technology enterprises and talent. The Loop will provide necessary infrastructure, facilities and service support for the innovation and technology (I&T) community; with associated higher education, cultural and creative and other complementary facilities.
Responsibilities:
- Responsible for the overall management of the Smart Office.
- Ensure all policies and procedures are fit-for-purpose; make recommendations for improvements and implement necessary changes.
- Own and nurture strategic client relationships at senior executive levels, serving as the primary point of contact and trusted advisor for daily operations.
- Monitor account performance metrics, client satisfaction, and service delivery quality.
- Negotiate and manage major contracts, pricing structures, and service level agreements.
- Implement effective risk management strategies within the account.
- Collaborate with internal stakeholders to leverage firm-wide resources and expertise.
- Stay current on market conditions, competitive landscape, and industry best practices.
- Develop and implement a customer service strategy that aligns with the organization's goals and values.
- Oversee customer service operations, ensuring exceptional service delivery and customer satisfaction. Supervise all activities at front desk.
- Monitor the allocation of licensed areas and be responsible for handover to customers.
- Handle customer queries and complaints in a timely manner.
- Prepare weekly and monthly reports and surveys. Monitor and analyse customer feedback, event metrics, and ambassador performance to identify areas for improvement.
- Coordinate venue setup and AV arrangements for events and forums held in the Smart Office.
Requirements:
- Degree or Higher Diploma in Facilities Management and/or Property Management or equivalent.
- Holder of relevant professional qualifications such as PMP (Tier 1) License, MHKIH, MCIH, MRICS, HKIS, RPHM or equivalent.
- Minimum of 8 years’ facilities management experience, with at least 3 years in a managerial role in co-working space operations serving over 200 users.
- Proven track record of managing large, complex client relationships.
- Strong understanding of market dynamics.
- Exceptional communication, presentation, and negotiation skills.
- Knowledge of Hong Kong building/property management legislation and regulations.
- Proficiency in spoken and written English and Chinese; fluent in spoken Mandarin.
- Frequent Travel or Work in Lok Ma Chau Office is required (Shuttle bus service will be available)
Company Benefits:
- Competitive annual leave entitlement
- MPF Top-up benefit
- Medical benefits from Day-1 with extended coverage to dependent(s)
- Dental & Life insurance
- Training sponsorship
- Professional membership fee reimbursement
Personal data provided will be treated in strict confidence and used for recruitment purpose only. All personal data collected will be used strictly in accordance with employer’s personal data policies, you can access the Personal Information Collection Statement at https://www.hsitp.org/en/career/page/1
Applicants not invited for interview within four weeks after application deadline may consider their applications unsuccessful. Personal data of unsuccessful applicants will be retained for a maximum of two years.