Job Summary
You will act as the key liaison between clients and Operations, ensuring excellent service delivery, monitoring projects, and driving continuous operational improvements across multiple accounts.
Responsibilities
- Coordinate communication between clients and Operations teams to ensure seamless service delivery and client satisfaction
- Analyze operational data to identify trends, issues, and opportunities for process improvements
- Prepare detailed business reports to support management decision-making and client presentations
- Collaborate with Operations Executives and management to implement service excellence initiatives across project accounts
- Monitor project progress and performance metrics to ensure timely and quality completion of deliverables
- Support client presentations by providing accurate operational insights and data-driven recommendations
Client & Account Management
- Manage and maintain strong relationships with assigned project accounts.
- Coordinate with the Operations team to ensure timely follow-up and resolution of issues.
Operational Performance & Data Analysis
- Monitor and analyse IoT and operational data (via our workforce system) across all project sites.
- Conduct regular performance review meetings with the Operations team.
- Identify trends, operational gaps, and opportunities for improvement through data analysis.
- Develop improvement plans together with the Operations team and monitor implementation.
Business Review & Reporting
- Prepare operational reports, dashboards, and presentation materials for Business Review Meetings.
- Work closely with Operations to present project updates and performance improvements to clients.
- Ensure all relevant data is prepared before meetings to facilitate productive discussions.
- Prepare comprehensive reports for the Head of Operations on operational performance, lapses, risks, and improvement initiatives.
Project Coordination
- Assist HOO to prepare meeting agendas and minutes.
- Track action items and follow up with the Operations team to ensure timely completion.
- Coordinate communication between clients, Operations, and management to ensure alignment.
Tender Support
- Participate in tender discussions and strategy meetings.
- Provide operational insights and improvement ideas to strengthen tender proposals and enhance competitiveness.
Preferred Candidate Profile
- Strong communication and client management skills.
- Analytical mindset with the ability to interpret operational and IoT data.
- Excellent presentation and report-writing skills.
- Strong organisational and follow-up abilities.
- Able to work independently while collaborating effectively with cross-functional teams.
- Proficient in Microsoft Excel, PowerPoint, and report preparation.
- Experience in facilities management, cleaning services, or operations management will be an advantage.
