Senior Manager: Service Standards

8 months ago

Johannesburg, South Africa Bidvest Facilities Management Full time

**ROLE PURPOSE**

Drive and implement the strategy around service standards, hospitality, and service excellence across the Clients facilities management portfolio.

Ensuring quality of the services rendered by service partners in addition to BFM meets or exceeds the client’s expectations consistently. Implementing, executing and monitoring the services that are provided on the contract in respect to Soft Services, catering and FOH customer touch points within the BFM remit.

Ensuring accurate billing of these services which affect GMP and adhoc billing; to ensure commercial viability of the contract. Reporting on these services and their performance monthly to Absa and internally.

Establishing and maintaining a Best-in-class service standards for al Facilities Management functions on the Absa Account. Driving a “one Bidvest” culture across the contract with all service partners.

**MAIN OUTPUTS**

**Service Delivery and Operational**:

- Contract ownership of service standards and service delivery in Catering; softs service; FOH and concierge and remote ATM cleanings related functions.
- Seek and implement initiatives to assist operations in measuring required service standards.
- Be aware of buildings and services implemented or terminated on the portfolio, and ensure services are sold up or sold down accordingly. Further, where it is a sell up, surety given to ensure the service standard is implemented to the required contract standard per service provider.
- Ensuring innovation and promotional activity around catering is continuous and maintained.
- Ensuring that catering offerings remain of the highest standard and are implemented consistently across the national portfolio, considering varying LSM levels in each Clients building.
- Monitor and report on service partner and supplier non-conformance on the FM account; and ensure this is tracked and resolved.
- Offer support to the operational; project and engineering divisions of the contract where service standard implementation is required (in GMP or Adhoc) and ensure this is maintained.
- Development of customer journeys and moments of truth, as well as the implementation of the associated mystery shopper programmes with the buy-in of the service partners
- Design and assess cyclical visits for Service Standard Workstream leads to proactively manage standards.
- Alignment of service delivery outputs to the Clients strategic initiatives
- Assessment of operational performance of FM teams; in alignment to service standards to ensure continued consistency nationally.
- Implementation and development of measurement tools to continuously assess the service performance on the contract, and sentiment of the Clients customers.
- Contract Quality assurance nationally ensuring service standards are aligned to agreed bank service standards.

**Financial**:

- Monitor and report on service credits due to the account from the soft services partners.
- Innovation in the related services to create efficiency in soft services and catering.
- Optimisation of costs for the purposes of achieving savings targets on the FM account
- Identify opportunities to grow the FM contract on the Absa account that can grow the basket of services offered.
- Ensure service contracts are fulfilled by service providers based on PO’s issued, and to claim credits where they were not.
- Ensure contract profitability; through understanding GMP, responsible cost management and driving innovative solutions.
- Ensuring WIP / GRIR are within the required and acceptable days.

**Strategic**:

- Development of a customer focused service ethic culture that can be implemented; that is uncompromising and of the highest level on the Clients contract (Best in class) - development of these and “key moments of truth” is pivotal with the correct stakeholder engagement.
- Strategic drive to ensure all soft service align under BFM on the contract in respect to culture of service delivery and operational outputs.
- Identify strategic opportunities across the account that can benefit the greater contract not only service standards.
- Use of technology to drive efficiency and innovate on the account.

**Contract Compliance & Governance**:

- Ensure contract and account are compliant in terms of the governance requirements.
- Ensure compliance to all process that have been documented in the contract that bearing on service standards and soft services.
- Ensure the CN process is complied with through operations when engaging with service partners to ensure service delivery is not impacted.
- Continually assess if all dashboards and reporting is adding value to the account and is useful. Innovate around those dashboards to continuously improve the data reported.
- Annually review service partners SLAs with the commercial / procurement team and ensure its relevance to the current running of the contract.
- Continually assess contractual service standards to seek improvement; opportunities for growth;

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