Job Summary

Operations & Performance Lead is a dynamic role that spans the full lifecycle of facilities management and multi discipline Enterprise Accounts. The role will be instrumental in client growth, from relationship cultivation, supporting to identify opportunities to expand accounts (with a focus on projects & engineering self-delivery - EaaS), developing client bid solutions, completing due diligence, working with the transition team to mobilise & demobilise FM operations and, where relevant, renewal activities in Singapore. This role will provide guidance on operational excellence including talent management and oversight on compliance and risk of operating within that country environment.

Operations & Performance Lead will work closely with the in-country functions, the regional and global Sales & Client Solutions Group, Sectors and Transition to support a wide range of activities on Enterprise Accounts operating in Singapore

Growth - Key Responsibilities

Develop commercially competitive and operationally sustainable client solutions for new business, renewals, and client expansions. Have a clear focus on desired outcome and strike the balance between a competitive bid and one that is operationally viable including the identification of glidepath opportunities.
Work collaboratively with the regional client solutions team to achieve bid deadlines, cohesive and consistent regional solutions, and continuously improve tender processes.
Bring operational experience to bids& renewals, be clear on the intent, validate Sales & Solution Team's work whilst challenging organisational design and third-party proposals
Coordinate inputs from internal business leaders to develop price certain tender responses and build a database of reliable pricing benchmarks & gearing ratios for use in bids and for assessment of existing client spend rates.
As part of the transition in process, be responsible for the due diligence deep dive to identify and mitigate gaps between Bid's Solution and Actual (based on completed Due Diligence) show how gaps can be bridged including cost and risk, lead on any operation solution changes
Collaborate with the Regional transition team to effectively mobilise and demobilise accounts that achieve positive results for clients and CBRE alike.
Lead the in-country client facing transition team throughout transition processes and manage the internal and client facing reporting requirements in line with regional processes and procedures.
Be the umbrella and coordinate inputs from local and regional SME's to achieve budget and timeframe imperatives for all client transitions; including but not limited to QHSE, People, Procurement, FM Operations, Technical Services, Talent Acquisition, Finance, D&T, and CBRE relationship manager/s
Maintain alignment with Commercial, Sales & Operation team during Transition
Lead final handover from Operations & Performance to Account team, highlighting opportunities for growth / risks – all lines of business
Support Transition and Account Teams on operational stabilization activities within T+30 and T+60 and finalize due diligence outcomes where True-up periods are less than 6 months

Business Development & Marketing

Build and develop high-level customer relationships (as indicated and agreed with Sectors) with both existing and potential customers through fully understanding their needs and therefore opportunities.
Represent CBRE in a professional and credible manner to customers, external forums and community initiatives.

Operational Excellence - Key Responsibilities

To own cost benchmarking across the region to enable price certain tender responses and build a database of reliable pricing benchmarks for use in bids and for assessment of existing client spend rate.
Champion COO operational excellence initiatives from across the CBRE business to all accounts operating in the Singapore market.
To develop tools and training set to educate the account and sectors on compliant & safe operations within Singapore
To drive service transformation and simplification in Singapore by continuing to innovate the country platform, the partnerships with external bodies to create a platform that can be effectively and efficiently accessed by the Account business
Work closely with procurement team to ensure maximum use of preferred suppliers where competitive including robust back-to-back contracts, performance focused contracts are in place with contract duration by leveraging maximum value.
To work with selected accounts to identify – and importantly, drive the implementation of operational change, to support in the pursuit of operational excellence and wider operations strategy.
To ensure that account team members are directed to the correct account regional or global resources to support with BAU troubleshooting or transformation plans (clarification – it is not the role of the operations team to fix account issues unless a specific program of work is agreed / or an operational emergency)

Engagement & Talent - Key Responsibilities

Work across the country team to communicate with Account Leads in Singapore; ensuring a culture consistent with CBRE's RISE values and ensuring the sense of belonging to the CBRE organisation
Provide recommendations and feedback to the Account and Sector teams to drive an aligned view of our talent (Talent Sync) to ensure in market talent is utilized and under performance is responded to.
To curate and implement an engaging Community Calendar to build networks and strength regardless of CBRE LOBs whilst purposefully fulfilling our own CBRE ESG commitments
Build a robust succession plan for the platform business unit by engaging Talent Management team and supporting talent retention strategies.
Build and encourage a culture of reward and recognition within the country.
To ensure that equity and equality are followed within the country ensuring that short term account decisions on pay scales and resource seniority are constructively challenged to ensure long terms sustainable success of the CBRE business and the CBRE talent.

Risk Management - Key Responsibilities

Communicate and implement business risk / compliance policies and processes within the contract for various portfolio of accounts effectively.
Communicate non-compliance and risks within accounts operating in [insert country]to the relevant Regional/ Global Account Directors and Sector COOs.
Set an example of exceptional standard in all risk / compliance activities, language and communication.
Identify and act on safety trends and reports to create intervention to protect business, our people and drive continuous safety improvement.
Ensure mandatory processes are in place and are compliant including but not limited to; line management auditing, HOP auditing, business unit QSHE objective and tracking, H&S scenario training and investigation.

Experience

Ability to thrive in an agile environment, with capacity to drive transformational change.
Proven track record in developing operating team structures that are commercially competitive and sustainable in delivery of contract specifications.
Proven track record of operating in a management role, with experience in a Project Management or multi disciplined environment.
Dealing with a range of internal and external stakeholders to develop a high performing team environment regardless of reporting lines – ability to work in a Matrix reporting environment.
Minimum 10 years experience in an operations capacity. Experience in facilities, hospitality or corporate real estate is a plus.
Management of competing service and commercial outcomes in a client facing environment
Proven ability to understand commercial, performance and financial metrics.

Attributes, Qualities And Skills

Ownership (in some situations without direct control)
Comfortable with ambiguity and change
Ability to drive outcomes with non-direct teams
Excellent presentation skills - written, verbal and personal presentation
Highly developed interpersonal and communication skills
Influencing skills
An excellent relationship builder
Ability to inspire confidence
Highly motivated and self-aware
Ability to understand complex relationships
Understand due diligence approaches for different IFM commercial models
Problem solver with ability to flex
Honesty, Transparency and integrity always.
Extreme levels of collaboration and comfortable with operating in a matrix environment

Operations and Performance Lead

Operations and Performance Lead