Cluster Lead

oversees the day-to-day service delivery by the Workplace team and vendor partners, ensuring compliance to SOPs and SLAs. Importantly alignment must prevail with all the team to ensure gearing of the service delivery to the ultimate target of creating Customer Delight, with agility of mind, and so service provision, to maintain this alignment.

A key aspect of this role is engagement with other service partners to deliver on consistency of service to Occupants and Guests.

• Transforming to the Workplace Team of the future
• Commitment to deliver the best level of service every time through obsessive level of attention to detail
• Ensures resets back to agreed format, including owning Client s Clear Deck policy / Lost property process as per enactment and associated reporting
• Proactive checks to agreed schedule, reviewing ping reports from with a proportion after business hours so Occupants come back to refreshed and clean workspace

• Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators
• Deliver an exceptional quality of service to the Client, as reflected by Client feedback

• To Assist Reporting Manager for the smooth running of operations.
• Provide daily, Weekly, Monthly Facility report on time
• Accurate tracking of spent, and control over budget
• Routine checks of all systems including Critical Systems, reporting, tracking for closure
• Ensure carrying out all CMMS on the tool on time
• Developing and implementing building procedures and performance measures to ensure simplification and accuracy of work methods and reliability of systems.
• Inventory Management of all soft services and Maintenance inventory accurately
• Routinely inspect all contracted services to ensure performance measures are being maintained.
• Ensure zero down time
• Achieve Client satisfaction as per Client expectations.
• Plan, organize and arrange internal events for any processes or business including town hall meeting
• Develop contact and coordinate with Security team, GIT/IT, Admin team, Business team.
• Timely inputs to Admin lead for any concerns
• Provide assistance in general administrative activities as and when required.
• Contribute to the Monthly Management Report to Client.
• Compile and follow-up Landlord issues through Landlord tracker.
• Ensure timely invoice submissions
• Provide comprehensive workplace management for the office premises
• Track resolution of users complaints and concerns with solutions and follow up
• Implementation of service task, procedures and policies
• Structured review of risk assessments, mitigation plan
• Assist with critical out-of-hours issues & participate as a key team member in responses to emergency situations
• Report building incident following with set escalation channels with measures and solutions
• Coordinate, manage and oversee vendors to perform a wide range of workplace-related services
• Ensure service deliverables meet SLAs and KPIs
• Work with all related parties on timely delivery of all services
• Ensuring up to date information on Client s Property Services SharePoint
• When necessary raise risks to reporting manager / Site Lead for further investigation
• Continuous Improvement implementation
• Cost saving mind-set that drives value for service as every level
• Conduct data analysis report when necessary
• Support with critical out-of-hours issues & participate as a key team member in responses to emergency situations

• Excellent verbal and written communication skills as well as presentation skills
• Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements
• Strong analytical, organization and administration skills
• A minimum of 4 to 6 years in the facility management industry/hospitality industry with a Bachelor s degree
• An added benefit would be a Bachelor s degree in facilities management, building, business or other related field; however, this is not a must.

• Demonstrates proactive & professional approach to customer service and stakeholder engagement
• Has a natural hospitality-orientated communications acumen
• Ability to interact with a wide range of client staff, including senior levels
• Ability to manage conflict and balance between client and firm requirements
• Has a customer service oriented attitude

• Excellent planning & organizational skills to prioritize work and meet tight deadlines
• Proven ability to manage multiple and complex operational matters on a daily basis

• Capacity to deal with ambiguity and solve complex problems effectively
• Analytical, proven ability to solve problems using a quantitative approach
• Proven ability to employ holistic approaches and looks at long term solutions

• Detail focused and proactive in nature
• Self-motivated
• Exhibits honesty & trustworthiness
• Open to new ideas & willing to challenge status quo
• Works well with diverse teams from various countries/cultures