Job Description:

The role: Regional Operations Manager (ROM)

The purpose of our Regional Operations Manager is to own and manage several clusters, ensuring they are providing a clean, safe, and effective working environment for our customers, visitors, and colleagues - enabling them to be brilliant.

You will provide daily leadership, management, and development of the agreed CBRE contract with BT ensuring financial and operational commitments are met and exceeded across your region. This role reports into a Business Unit Leader, and directly manages a team of Area Operations Managers.

Key responsibilities are as follows:

• Provide leadership to ensure that contractual commitments are met and exceeded
• Ensure that opportunities for the strategic development of the contract are leveraged, to deliver increased turnover and profitability, ensure additional services and projects are added
• Ensure business policies and processes are effectively communicated and implemented
• Ensure that contracts provide a healthy and safe working condition and that both CBRE and BT's quality, health and safety policy and process is effectively implemented across both CBRE and subcontractors' activities, and systems operate to ensure regular review
• Full P&L responsibility for your region delivered through the Area Operations Managers (AOMs) which supports the overall success of the BU
• Ensure cluster training matrices are up to date and issue training via talent coach monthly
• Work with other Regional Operations Managers on the BT account to ensure collaborative development of the business, effective teamworking, and best practice ensuring national consistency
• Identify, track and influence key PMS/KPI and financial performance metrics to deliver required performance in your cluster
• Development of financial plans for revenue and profit delivery, reduction of WIP/OPOs, cost reduction and contract growth, and ensure that these are met and exceeded
• Ensure appropriate contract review, audit, and control systems to ensure statutory, policy and contractual commitments are met
• Ensure a customer focus within all areas of operational activities, and that effective relationships are maintained with customer contacts and CFU's
• Promote and maintain the core values of CBRE
• Set and deliver performance targets driving change and growth
• Ensure that the contract is resourced by fully competent teams
• Build a robust succession plan for the region, using management development programmes and local development activities to ensure ready and able candidates are always available.
• Provision of leadership guidance, advice, coaching and direct support, where required to deliver best practice selection, training, assessment, and recognition/reward.
• Support effective business communication through advice, review, leadership and direct contribution to management and team meetings, consultation forums, correspondence, publicity, monthly and ad-hoc reporting and other publications as appropriate
• Develop an exceptional partnership with key suppliers and P&FS colleagues to deliver and improve appropriate workplace environments collaboratively
• Be a nominated customer relationship manager for one of the BT CFUs
• Ensure CCNs are completed within the necessary timescales within your regions by supporting the AOMs
• Implement and monitor cost saving initiatives for the region
• Liaise with commercial team to resolve any outstanding queries raised by AOMs
• Actively support the success of your Region and BU
• Monitor and identify areas for improvement as a matter of course
• Ensure robust contract reviews are in place across regional teams with check and challenge of detail and are used as coaching and development opportunities
• Identify and act on safety trends and reports to create interventions to protect the business, our people and drive continuous safety improvement
• Measure and track quality at all levels in your region and act where quality standards drop below expectation
• Ensure mandatory processes are in place, and are compliant including but not limited to; line management auditing, QHSE objective setting and tracking, Dynamic RA, H&S scenario training and RIDDOR investigations
• Ensure your team has the skills and motivation to carry out their roles to the best of their abilities
• Be visible and accessible to the team and customer
• Ensure all colleagues within the Region are appraised annually and development plans put in place and followed through
• Ensure all colleagues within the Region have clarity over scorecard targets (where applicable), objectives, continual achievement against these targets or their perceived general performance
• Represent CBRE in a professional and credible manner to customers and the public
• Drive accountability through the Area Operations Managers ensuring that all of the below areas (as a minimum) are measured and meet performance standards as outlined in the BT Operations RACI:

Person Specification:

• Previous facilities management experience, ideally in a senior management role
• Excellent motivational and influencing skills, with high levels of personal integrity
• Organised, able to prioritise and deliver within high pressure, business critical environments
• Ability to balance strategic thinking with tactical delivery for client satisfaction
• High degree of knowledge of Health and Safety legislation, environmental protection requirements and ideally IOSH or NEBOSH qualified
• Experienced client relationship manager
• Ability to manage conflict and crisis situations effectively with diplomacy and sensitivity
• Able to demonstrate an empowering and inspiring leadership style
• Strong commercial acumen is essential, and experience of managing a P&L is preferable
• Analytical skills, competent in performance management - analysis and reporting techniques
• IWFM qualification desirable

Our mission: To build a world-class business through exceptional service and exceptional people