Dublin - Dublin - Ireland
Hi, we're CBRE Global Workplace Solutions We believe our working spaces should allow everyone to feel comfortable, productive and inspired in their working environment. Because when people feel inspired, great things happen. We're one team at the heart of the workplace providing Facility Services across EMEA for a prestigious global technology client. As we continue to grow, we are searching for unique, passionate, excited, vivacious people to join us in creating that sense of community, who will put the well-being of others at the forefront.
As Lead Contract support, you will collaborate with colleagues to inspire customer moments of delight and pursue amazing outcomes each day. You'll be an ambassador of a one team approach leading the regional operations team, representing CBRE and our Client's brand
You are accountable for all CBRE contractual responsibilities within the region, including but not limited to team leadership, management of supply partners, ensuring process & legislative compliance and demonstrating financial control by operating within the client approved budget.
Your team owns the relationship with the in-country CBRE Facilities Management representatives and their Regional leaders. You meet with your team every month to review operational performance. Our performance measures are detailed within our contract via service level agreements and key performance indicators but you know and display that this is not the full story of performance. Although you lead a data driven approach this is supplemented with a close understanding of our client's and our team's needs. You know our customers, their buildings and our people intimately.
* You oversee the Regional Support Coordinators, who with the Operations Lead collaborate on dynamic business plans and strategies which deliver and anticipate the strategic goals of the Client.
* You are responsible for setting and monitoring the workload across the Support Coordinators.
* Our client wants a consistent, high value experience so you work creatively and actively with the whole Account Leadership Team and CBRE locally to create and deploy unique but uniform working practices that meet & exceed that challenge.
* You are a key part of the Client's & CBRE's Account team. You support & cultivate a collaborative, friendly, safe and fun work environment because you know that great teams, working safely and harmoniously foster innovation and productivity.
Core Responsibilities
* Quality, Health, Safety and Environment
* It is the overall objective for all of our roles to participate in creating and enhancing our safety culture
* To support this you'll log quality hazards and ensure resulting actions are closed out. This helps make our spaces safer and improve the safety culture
* Your role is crucial to ensure the operations run smoothly you will coordinate regional efforts with the account Standards & Compliance Lead
* CBRE has deployed well developed and thorough QHSE Log books. It is your teams job to validate that these are compliant (pre-audit), drive the application of changes and to ensure that they are maintained
* As with all of our team you are required to report all accidents, occupational illnesses and emergencies. In this role you will also ensure that the team knows how to follow that process and will validate that the subsequent actions have been taken to close out the incidents including sharing any lessons learned
* You will ensure that monthly audits are being undertaken to ensure subcontractor files are statutorily compliant with QHSE requirements and reporting any challenges through to the Technical and Soft Services Managers
* You will drive all QHSE audit actions to closure before the deadline
* We have an internal audit structure. It is your role to ensure that all audit actions raised on any site are implemented for all appropriate sites in the portfolio
* You will actively engage with CBRE communications and announcements
Operations
* This is a central role so you'll need to create and actively maintain constructive and positive professional relationships with clients, colleagues and supply partners
* You will manage the contract's change request process dealing with all requests approvals and onward communication to stakeholders
* You will assist in the monitoring of our contract performance, reviewing, analysing and reporting on delivery against KPIs
* Your team will own the maintenance of the Site / Regional delegated authority (DOA) matrix, the on call rota, the business continuity and disaster plan and the escalation maps
* As a central coordinator you'll be an expert on Client and CBRE policies and procedures. You'll audit them and deliver training on them
* You are the knowledge centre of the regional team
* Your team are the administrators of the region's team tracker (for leave and absence) and you escalate trends to management as they are identified
* Your team are the coordinators of new employee onboarding & offboarding. You operate but don't deliver our central training and processes including NDAs, technology set up, etc.
* You support the preparation and delivery of monthly and quarterly Contract and Business Unit Reviews
* You oversee your team's preparation of the Site Monthly Operational Reports, which provide local narrative that identifies trends and potential opportunities for improvement initiatives, including on our KPI's & SLA's
* You'll be asked to produce regional level ad-hoc reporting as requested by our Client or our Management Team
* You'll ensure the regional submission for the EMEA monthly KPIs are completed on time
* you'll participate in and structure audits of Client and CBRE policies and procedures to ensure compliance
People
* You'll lead the team of Regional & Site Support Coordinators across EMEA
* You'll help to sustain and enhance our team culture of recognition
* You'll mentor and coach team members to further develop competencies
* You'll be actively engaged in CBRE's Performance Management cycle and will create your own self development plan
* Once that is agreed with your line manager you will actively engage in your development plan
* You'll support effective resource planning through measuring labour utilisation
* To support you, you'll be following all the CBRE People procedures
* Assist with recruitment of team members
Supplier Management
* You will ensure that in each country your team is in collaboration with the operational team, they are the key point of contact for our suppliers and partner organisations.
* This includes obtaining supplier quotes and uploading them onto the internal system for client approval
* You'll support the Supplier Performance Management process - ensuring your team are organising and attending meetings as required and following up on actions with suppliers
* Your team will issue and administer our supply partner contracts
* Your team will administer the Regional work in progress tracker and manages the supply partners to ensure their invoices are provided accurately and on time
* Supports the Account EMEA Sourcing Lead with the vendor plan to deliver effective procurement of third party services and contract requirements
* Your team are responsible for the setup of new suppliers and their compliance surveys in the CBRE supplier platform (where available)
Finance
* Helping the team to manage and process finances is a central aspect of the Support Coordinator function. Your team will manage the production of billing applications, calculating margins and raising invoices (process and requirement varies country to country).
* We produce a lot of financial data. In this job you will be managing the team's submission and consolidation of some crucial management reports (such as P&L, WiP, Unbilled Revenue, Debt, OPO, PO & Invoice Pool).
* You are the expert, you will see areas of concern and highlight them to the Facilities Manager and will help them resolve issues.
* Your team will be vital in helping the Facilities Managers to manage and where needed chase down debt and overdue invoices.
* You'll manage the Contract Support Team, to control the invoice pool or equivalent
* Your team are the champions In fact they are a champion of many things Specifically, they are the site team's champion for the Country financial system (e.g. Dynamics AX, myBuy, etc)
Project and Programs
* All our programs have measures that help us to show the benefit of the transformations we are making. It'll be your job to coordinate with the sites benefits for all our Global Programme & Transformative activities, attending Global calls to ensure EMEA is represented and aligned
* You will help us to identify & drive for savings opportunities. Our client is always looking for us to spend their money as though it is our own and that we are clearly showing them the value of working with CBRE
* You are restless in your search for efficiency. Sitting at the centre of the business gives you a unique view of the systems, processes and ways of working. You always want to make them slicker, quicker and better for us and for the client
* You will help us to hunt for special people to be champions for new and existing programs.
* You'll be participating in Senior Management Team meetings and account wide calls to share business updates and best practice across all of EMEA
* From these meetings you'll take initiatives and help roll them out across the business consistently
Contract Documents
* You'll be the guru of our site contract documentation (Like the site lists and their related scope matrixes). That will help us to ensure compliance to the contract management change process
* You are the Champion of our overall Master Services Agreement (MSA)
* Undertake all other duties & tasks as reasonably requested by your line manager
About You
* Fluency in written and spoken English language
* Possess a high level of IT literacy
* Strong interpersonal, written and verbal communication skills
* Supports team members with decisions on routine matters encouraging innovative solutions, instils team ownership and pride
* Ability to comprehend, analyse, and interpret complex documents. Ability to solve problems involving several options in situations.
* Good People Management skills, prioritises team workload, whilst encouraging team development
* Requires advanced analytical and quantitative skills.
Knowledge
* A strong understanding of good health & safety practices and promotes a strong Health & Safety culture
* Excellent understanding of FM, M&E services and Projects in occupied environments
* Commercially aware with sound knowledge of finances, budget preparation and management
Experience
* Experience promoting high quality Customer Service and customised service throughout teams. Builds trusted client relationship based on anticipating and understanding of strategic needs
* Experience of managing contracts, operating to processes and procedures, with supervision of contractors
* Experience of managing contracts, operating to processes and procedures, with supervision of contractors
* OPEX/CAPEX and financial experience in real estate business
Service line:
GWS Segment