We are currently recruiting for an Account Director to join our team in Eastleigh covering our Southern and Central Region working Monday - Friday 08:00am - 17:00pm equating to 40 hours per wee k.
To manage and take operational and financial ownership for the total success of a prestigious client account
To work collaboratively with all members of the client team, ensuring we gain trust and confidence, whilst maintaining the agreed margins, allowing the account to develop its services and teams.
Accountable for the financial and overall performance of the account at site level ensuring customer service excellence is achieved and services are delivered to the agreed customer KPIs and satisfaction levels.
Proactive management of compliance procedures in line with EMCOR Company processes and policies including H&S, Human Resource planning and managing Quality Assurance. To contribute towards, further development and implement the account objectives, targets and goal plan. To make customers' lives easier.
Key account planning and management to achieve best practice operational FM, budget planning in line with company requirements, cost control of each service stream and P&L responsibility. Delivery and implementation of an integrated package of hard and soft services including catering, cleaning, M&E works, fabric repair, maintenance, asset services and statutory building services.
The post holder will be expected to achieve service excellence across a multi-building portfolio, ensuring all services are delivered through a lean approach and are carried out in a safe and sustainable manner.
Effective resource planning and management of an in-house team and specialist subcontractors. Full responsibility for the site contract to ensure all agreed SLA's are achieved in accordance with the pre-defined Performance Management System and associated KPIs. Duties / Responsibilities:
Deliver the Key Account objectives and goals in line with Key Account Plan
Take ownership of all contract service streams and be the single point of contact to the Client on operational matters arising across the site.
Ensure that a culture of relationship management, team working, task ownership and accountability including flexible working are actively encouraged and implemented across the sites.
Ensure that the integration of team working extends to all services streams and subcontractors.
Support and drive new business initiatives and opportunities across the contract and effectively implement any service variations, changes or agreed innovation.
Effectively communicate the operational management deliverables, objectives and targets to all managers and supervisors.
Ensure all issues and problems are reported, managed, controlled and resolved safely and in a timely manner.
Evaluate performance data and operational status information for performance reporting purposes, ensuring a documented action plan is implemented for any out of line situations.
Close liaison and relationship management with client FM team regarding the status of contractual operations.
Conduct a daily meeting with managers and supervisors on operational services updates (D'SUM).
Champion the IMS Quality system and ensure its compliance.
To ensure service excellence and quality management are achieved across all service streams.
Ensure a program of initiatives and achievements are maintained and kept on record through the value creation innovation process.
To attend formal site meetings with the Client in a prepared and professional manner.
Initiate the standards set and review the forward planning of all service stream activities to ensure adequate manpower loading and effective use of resources.
Ensure all service streams effectively manage all aspects of inventory including the storage of adequate critical material spares and consumables.
Ensure quality performance through the auditing of staff in the performance of their tasks - workmanship, housekeeping, and customer satisfaction.
Crisis Management - ensure the operation of emergency response procedures including escalation requirements and liaison is in place and systematically updated.
H&S - ensure a culture of safe working is developed across all service streams including subcontractors.
Guarantee compliance with all aspects of site safety and the accounts Quality policy by means of auditing and self-checking (in conjunction with the central HSEQ Manager).
Ensure subcontractor visits are controlled and that services are undertaken in accordance with specific agreements, Method Statements, Risk Assessments and frequencies. Ensuring effective audits and performance reporting.
To ensure that all technical and non-technical staff inductions and technical training, including the delivery of H&S Team Talks are undertaken.
Conduct staff performance appraisals of direct reports and subsequent training and development requirements. Ensure the account objectives, goals and targets are clearly cascaded throughout the delivery teams.
Support and undertake accident investigation, reporting and instigation of corrective actions.
Ensure compliance with Safe Systems of Work including Permit to Work systems and Isolation procedures.
To follow EMCOR's Code of Conduct and comply with the Client's company rules and maintain a high standard of discipline.
To carry out other duties as may be reasonably requested from time-to-time by EMCOR UK management or the Client, including for example:
Capital investment programming
Critical plant replacement
Emergency procedures planning
Strategic review of maintenance techniques, toward-run time and condition-based maintenance.
Best practice Asset Management - ISO55001
Continuous review of subcontracted work
Activity risk assessment
Integration and partnership team building
Other Factors relevant to the role:
There is an expectation for the employee to be flexible and at times over night accommodation may be required which will be funded by the company.
The employee may be required at times to complete additional unpaid hours to ensure that a task is completed to a satisfactory conclusion and or to ensure that a task achieves its deadline / target date.
Extensive experience within a similar role managing TFM contracts including hard and soft services and catering
BIFM qualification to level 5 or IFMA CFM, or equivalent qualification, or equivalent experience
IOSH Managing Safely
Working knowledge of FM Law, Building Regulations and ACOP's associated with the built environment
High calibre IT skills and presentation capability
Valid, full UK driving license
Sound working knowledge of Performance Measurement Systems
High Level of understanding of customer service excellence and the ability to deliver quality service
Asset management experience is essential,
Experience of enterprise resource management, planning and accountancy systems including for example SAP or JD Edwards
CMMS and CAFM experience and working knowledge is desirable
Understanding of Lean principles is desirable.
Excellent time management, an ability to multi-task and a track record of achieve tough deadlines is a prerequisite of the role
Smart, presentable appearance is a fundamental requirement
Personable, approachable and influential
An ability to comprehensively understand and interpret contractual documentation, thus evaluating risk areas and potential profitability
Good command of the English language both orally and written are both a fundamental requirement
Team player, with a flexible working attitude
Ability to develop and sustain effective working relationships
High level of interpersonal and customer relationship skills
Position requires flexible working to meet objectives and targets
May require participation in a call-out escalation arrangement
Member of BIFM or other professional industry body.
25 Days annual leave
Car or Car Allowance