Job Title
Account Director Global
Location
London, UK
Role Purpose
This role requires an extremely dynamic and experienced Account Director to own and manage a global Facilities Management contract.
Core Responsibilities
- Provide strategic direction to client in delivery of FM Operations and Workplace
- Manage and develop the relationship with the key client;
- Ensures strategy is in place, is delivered and is consistent with global client and CW standards;
- Fully understand the client's business and needs. Resource teams to match accordingly and provide strategic direction to client where needs be and seeks to optimise C&W delivery;
- Work with client and C&W global teams to ensure consistent delivery of services in all regions;
- Provide formal and informal management information to demonstrate the performance of the contract against requirements;
- Assume overall accountability for risk management matters from within the business operated
- To provide an in depth understanding of all legal matters and advise clients/tenants/solicitors/colleagues accordingly;
- Accountable for putting strategic plans in place that ensure a fully integrated operating model that maintains a ‘stickiness’ giving B.com the confidence to further extend our contract.
- Communicate the strategic plan and provide clear direction and development for the account based team;
- Use own knowledge of clients strategy and sector together with industry expertise to identify and lead opportunities to sell complete suite of C&W services
Principles Responsibilities
- Act as C&W Account based lead across the global account;
- Develop an early understanding of the client’s business and needs and be comfortable giving advice on developing consistency in FM and other associated C&W services across the Global portfolio;
- Complete a due diligence and gap analysis exercise on existing supply chain and statutory compliance;
- Complete supply chain evaluation and recommendations to achieve consistency of service across portfolio;
- Fully understand the GMP contract mechanism and ongoing review of Out of Scope works;
- Drive Management and Service improvement across B.com’s global portfolio;
- Provide advice to clients on risk management matters including new locations included through acquisition of new businesses;
- Understand importance of Business Continuity Management and how FM supports key client business functions;
- Provide advice to client on sustainability matters. Understand and maintain awareness of latest industry
- Proactively work with IFM Procurement to manage and evaluate supplier contracts and where applicable tendering contracts to improve service levels;
- Understand the service lines of the wider business. Put forward C&W's other services to clients on managed properties (e.g. HS&E support, project management, tenancy support); and
- Generate and implements improvements through periodic review of the account structure and supply chain
- Maintain continuous communication with Regional FM’s to ensure all escalation matters are dealt with as quickly as possible;
- Ensure Monthly Management reports are provided by Regional FM’s and that Quarterly Business reviews are presented to the key client;
- Ensure Annual Business Reviews and forward Account Plans are completed and presented to the client at the end of each contract year;
- Preparing budgets to ensure service levels are maintained as per client requirements and any savings and initiatives are captured; and
- Planning for future development in line with strategic business objectives
Qualities and Personal Attributes: Essential (unless noted as Desirable)
- Uses knowledge of the business, along with relevant systems and procedures to support others and contribute to company and client objectives in achieving their financial, business and client goals.
- Pursues opportunities to learn more about CW commercial environment.
- Uses all available internal resources, systems and tools to help increase team productivity.
- Builds the brand by seeking opportunities to promote the CW brand through everyday interactions that contribute to the brand image.
- Identifies and improves processes, systems and work products to continually exceed internal and external client expectations.
- Identifies solutions that reduce expenses.
- Seeks assignments and welcomes challenging activities.
- Delivers innovation by looking for and suggesting new ways to differentiate CW services from the competition.
- Demonstrates a spirit to win by showing initiative in identifying, recommending and pursuing new opportunities.
- Achieves the business plan by applying relevant systems, procedures, business knowledge to maximise resources and deliver role objectives.
- Delivers against personal targets and builds a pipeline of work for the future. Where applicable, drives team to deliver high performance.
- Maintains awareness of business performance and competitor activity. Interprets available information quickly and accurately to determine the best course of action.
- Thinks commercially. Demonstrates an awareness of cost management and delivering a return on revenue. Drives business efficiency and profitability and considers the stakeholder impact and financial consequences of decisions.
- Takes accountability for executing plans, delivering objectives and achieving business results.
- Addresses issues quickly, makes informed decisions and takes ownership regardless of the outcome.
- Uses stakeholder and market insights to develop and shape ideas for services and products.
- Ensures the commercial viability of new services and products. Pays attention to quality and cost ensuring timely remedial action, where necessary.
- Evaluates the long-term implications and the impact of local issues, legislative and regulatory conditions on the broader business.
- Demonstrates personal drive and resilience in the face of obstacles.
- Demonstrates knowledge of the wider business and creates opportunities for others to promote products and services internally and externally.
- Thinks longer term (2-3 years) for their business area.
- Leverages internal network to identify opportunities for collaboration with other areas of the business.
- Integrates different stakeholder perspectives to develop mutually beneficial strategies.
Business Generation, Execution and/or enablement
- Uses knowledge of the business, along with relevant systems and procedures to support others and contribute to company and client objectives in achieving their financial, business and client goals.
- Additional responsibilities continue as listed above.
Leadership and Management
- Creates collaborative opportunities and communicates proactively with all relevant levels of the organization to obtain and share information.
- Appreciates diversity, recognising the needs and welcomes the unique contribution of all colleagues and clients.
- Understands the client’s needs by actively listening to requests from internal and external clients and provides timely assistance with careful attention to detail and effective solutions.
- Enables performance by encouraging and supporting peers, colleagues and team through constructive feedback, workload management and transfer of knowledge.
- Owns own development by building own skills by consistently pursuing growth opportunities; seeks a mentor and is willing to coach colleagues.
- Supports and implements change by embracing change and takes action to fulfil new plans or changes in directions; re-evaluates existing processes.
- Acts as the client and vendor relationship manager and develops client and vendor engagement.
- Courageous by sharing timely and tactful opinions and sharing constructive feedback to others.
- Supports and develops early talent.
- Demonstrates personal leadership by prioritising their own workload to accomplish duties effectively; obtains assistance from others as needed.
- Creates an environment which enables individuals and teams to perform at their best.
- Communicates expectations and agrees clear performance standards, addresses performance issues promptly and fairly.
- Understands the motivations of different people and adapts leadership style accordingly.
- Adjusts style to fit the audience and the mesB.com and clearly articulates the way forward despite any ambiguity.
- Comfortably confronts and works through conflict looking for win-win outcomes.
- Role models the values of the company, ensuring consistency between own words and actions. Displays a positive and focused outlook even in difficult circumstances and sets an example for others to follow.
- Recognizes talent and supports an environment that best utilizes and enhances employees’ skills. Educates others on broader global and commercial issues to help guide their decisions.
- Recognizes impact of change and quickly adapts to changing conditions in the market or business environment and other unexpected obstacles.
- Acts as conduit to help Partners/Directors appreciate how others in the team are feeling. Will proactively challenge inaccurate assumptions and present compelling arguments to persuade others.
- Proactively manages the impact of change on others. Identifies and addresses barriers that could impact the positive outcomes of change through presenting persuasive arguments.
Trusted Advisor and Expert
- Decisive and addresses issues/queries quickly and accurately that clients value.
- Makes informed decisions and takes responsibility for outcomes.
- Supports colleagues in meeting the client’s needs.
- Establishes credibility by staying current in own field and pursues opportunities to demonstrate expertise (SME) and share knowledge.
- Communicates proactively with all relevant levels of the organization to obtain and share information.
- Uses knowledge of their client and their objectives to deliver excellent service through timely and effective solutions. Leverages deep local and global knowledge to create significant value for clients.
- Continues to develop understanding and expertise in chosen field, keeps up to date with business performance, competitor activity and market trends.
- Utilizes technology to drive competitive advantage.
- Guides clients on industry and market challenges; involves other experts when necessary.
- Actively develops relationships with key stakeholders both internally and externally, interpreting the stakeholder’s objectives, success criteria and operating environment and responding accordingly to drive satisfaction.
- Actively seeks stakeholder feedback to identify and resolve issues before escalation.
- Creates open, two-way communication with clients and stakeholders. Balances both client needs and business outcomes and always delivers on promises.
- Relates to a range of people from diverse cultures and backgrounds. Leverages these relationships to unlock the potential that diversity offers to clients and stakeholders.
- Demonstrates to their clients the strength and benefits of C&W allowing business retention and growth.
Qualifications
- AssocRICS/MRICS
- BIFM Level 6 or 7
- Corporate training programmes developed by hospitality/Facilities Management organisations.
- Experience in Facilities Management and or the Hospitality sector
- Experience in operating a global account
Knowledge
- Commercial awareness relating to a GMP contract
- FM processes and best practice;
- Health & Safety legislation relevant to FM industry;
- Supply chain management
Skill and Experience
- Excellent communication, presentation and negotiation skills;
- Remote management of a multi-region team and client base;
- Operational ability and strategic awareness to deliver services in an outsourcing scenario;
- Management of service delivery through a Managed Service model;
- Management of an operational budget in a GMP contract scenario and clear understanding of P&L accounts; and
- Developing strong client relationships in a challenging environment
We foster a culture of inclusion that embraces the unique strengths, perspectives, and experiences of all our employees. We firmly believe that our diversity enhances our team's capabilities, leading to improved decision-making, innovation, and business outcomes.
INCO: “Cushman & Wakefield”
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