Leading electronics company where the FM team (high-tech campus in The Netherlands, 12 locations in Belgium and 2 locations in UK)
Ensuring the effective provision a professional FM managing agent service that manages, coordinates, controls, directs,
To provide support and advice to account operational teams in all areas of performance management, compliance and quality related measures. Support the account operational teams in a proactive manner to ensure all environmental and compliance matters are dealt with in accordance with local legislation.
Responsible for the development and provision of regulatory advice, guidance and support to the contract, ensuring compliance with local legislation at all times.
Ensuring all performance and compliance related data is up to date, according to company's contract agreed standards and available for operational teams within the account.
Effective management and control of business reports and management information systems to support the management team in ensuring that exemplary customer service is provided to the client.
Managing the flow of information for all KPI's and SLA within the account to maximize performance reporting and ensure the client reports are effective.
Assuming lead role responsibility for the management of all CAFM systems output, surveys and reporting tools which may be provided to the operational teams and client management teams.
Assisting in the creation and coordination of the account audit and inspection schedule for all QHSE related audits and reports and assurance checks, undertake and provide support for these as required and align in consultation with company's health and safety and Mace Macro colleagues.
Participating in the development of new standards (in line with corporate standards) and ensure ongoing compliance.
Assisting with account QHSE compliance registers in the country of operation.
Maintaining a summary of hazard reports, near misses and HSSE incidents on the company's reporting system.
Investigating incidents to identify root causes and recommended actions and monitor timely follow up to reports with effective closure of actions.
Aligning the policies, audits, compliance and assurance checks with the company's health and safety standards and local legislation.
Liaising with colleagues, within the account and across others, to develop, review and maintain standards for processes and procedures, including links with Mace group standard documents and processes.
Coordinating the account communication on system updates, legislation changes, and/or other business updates.
Analyzing the service partner's performance and work with the regional managers to ensure there is a culture of continuous improvement within the account.
Proactively support the implementation and review of local operational procedures where applicable, in collaboration with local FM team and suppliers.
Ensuring exemplary customer service is delivered at all times through effective management of performance and promotion of a culture where staff are motivated to meet and exceed customer expectations.
Aligning the suppliers to meet the contracted performance requirements and provide feedback based on performance and compliance data.
Fully and proactively contribute to all relevant ISO accreditation's, local legislation and QHSE policies and procedures.
Addressing any shortfalls in service delivery in a timely manner through effective coaching and ultimately, if necessary, through performance management mechanisms available.
Introducing and promoting regular focus groups of service users to establish current satisfaction levels and to initiate change where appropriate.
Designing and implementing customer surveys, analyzing results and making recommendations for the operational teams and company's real estate department.
Establishing, reviewing and enhancing the processes to support and facilitate customer service delivery.
Proactively advice account team on local legislation and compliance related issues and provide guidance and assistance when needed.
Highlighting any risks that may damage Macro's reputation or financial standing and suggest mitigating actions.
Having a proactive approach to activities and work flexibly to support the account team;
Liaising and communicating with Macro and Mace teams, site teams, supply chain and service partners;
Supporting the Mace Macro QHSE department to provide more effective analysis of data to enable continual improvement;
Managing all customer services to performance and financial targets effectively.
Sharing site, client and project knowledge with members of the FM team.
Supporting the operational management with cover as requested and appropriate on matters of compliance, legislation and all QHSE related matters.
Building and maintaining relations throughout the account and supplier base.
Minimum of 3-5 years' experience in a similar environment.
Facility management in an international environment.
Legislative matters and a strong administrative background.
Ability to communicate effectively at senior management level.
Proven performance management skills in a similar environment.
Familiarity with working across different cultures and country locations.
Good communication skills and fluency in English and Dutch.
Expertise in relationship management.
Any QHSE or compliance related qualifications are a plus.
Understanding of facilities management market and services.
Positive and proactive approach to problem solving
Approachable and committed to team working.
- Competitive salary
- International working environment