IFM

Role Profile Analysis - IFM

Account Blueprint

FM SURVEY

RECEPTIONIST

FACILITIES COORDINATOR (OM)

ASSISTANT FACILTIES MANAGER

FACILITIES MANAGER

SENIOR FACILITIES MANAGER

REGIONAL MANAGER

OPERATIONS DIRECTOR

IFM Role Profile Matrix

OPERATIONS DIRECTOR

Responsible for managing and leading the team dedicated to IFM.Ensuring team members are continually improving levels of service delivery, developing the team through the account work stream programs and setting a high benchmark for the FM’s to deliver to in each respective area. Provides governance and strategic oversight, ensuring compliance to the Master Services Agreement. Directs the team in implementing standard procedures and a cycle of continuous improvement.

REGIONAL MANAGER

The Regional Manager is responsible for directing and overseeing the facility maintenance management and safety programs for the X region, and manage performance metrics in accordance with account KPI's (Key Performance Indicators).The potholder manages and maintains positive client relations and manages the performance of subordinate managers and technicians in the areas of operations.

SENIOR FACILITIES MANAGER

The Senior Facilities Manager is responsible for leading the delivery of the local facilities management services across the X site(s).The post holder will lead a team providing facilities management services and ensure compliance and adherence to Health and Safety, environmental, company procedures, related general legislation and client/tenant requirements.

FACILITIES MANAGER

The Facilities Manager is responsible for the delivery of facilities management services to the site.Ensuring compliance and adherence to Health and Safety, environmental, company procedures, related general legislation and client/tenant requirements.This role is also required to ensure the adherence to the budgetary costs and customer service standards.

Higher Education

ASSISTANT FACILTIES MANAGER

The Assistant Facilities Manager is responsible for supporting the team in the delivery of operational activity on site/for a remote location.This position is responsible for delivering all facility management services to the site occupants and Pfizer client, adhering to QHSE, statutory, operational and commercial compliance.

FACILITIES COORDINATOR/OFFICE MANAGER

The Facilities Coordinator is responsible for conducting day to day administrative and operational facilities management services, and supporting the wider facilities management team.

RECEPTIONIST

The Receptionist is responsible for the day to day operational reception service for the office.

OPERATIONS DIRECTOR

PEOPLE• Manages a geographically disbursed team, responsible for all people related tasks including managing talent recruitment and retention, understanding and identifying training requirements and performance management.CLIENT FOCUS• Strategic Planning. • Has a deep understanding of their industry and the marketplace in which it operates. COMMUNICATION • Able to confidently present to large groups at internal and external events. • Able to motivate and negotiate effectively with key employees, top management, and client groups to take desired action. PEOPLE • Excellent people skills, able to lead and manage a dynamic leadership team across multiple boundaries. • Able to effectively coach and support others. OTHER SKILLS • Works dynamically, at pace whilst focusing on core deliverables. • Responds positively to change and is able to re-prioritise work, and deliver under pressure. • Organisational Development. • Budget and resource development.

OPERATIONS• Be the primary strategic and operational support point for the Account Director• Oversee all operational activity across the contract.• Oversee and fulfil all client reporting activities.• Manage the team to a transparent set of shared objectives.• Manage talent recruitment and retention, including training requirements and performance management in line with the work stream development..• Drive superior account performance to support the client business and contractual objectives.• Develop short and long term objectives to enhance service delivery levels, measure, deliver and report against these. • Ensure full contract compliance on operational, risk, and compliance matters• Measure the contract’s performance against agreed targets and scorecard compliance• Lead by example in all supply partner relationships, ensuring all team members are managing and partnering with vendors professionally and efficiently, building best in class relationships.• Manages operational expenditure (OPEX) and Capital management, budget setting and financial performance of the contract.

REGIONAL MANAGER

CLIENT FOCUS• Is able to advise the client at an executive level and is involved in decision making processes.• Develops and delivers effective strategies to create value for both the client and CBRE GWS. • Has a deep understanding of their industry and the marketplace in which it operates. COMMUNICATION • Able to confidently present to large groups at internal and external events. • Persuades others in the organisation without relying on status or authority. • Able to motivate and negotiate effectively with key employees, top management, and client groups to take desired action. PEOPLE • Leverages enterprise-wide talent to build capacity and grow next-generation leaders. • Builds organisational structure and resources based on future market or business needs. • Able to respond effectively to the most sensitive issues. OTHER SKILLS • Able to generate innovative solutions / corrective action plans.

OPERATIONS• Manages account programs for a region aimed to ensure safety and compliance with national, state and local codes and regulations. Examples include fire and life safety, environmental, or industry/client specific third-party compliance standards such as JCAHO, ISO 14001, cGMP, etc. • Assists in the development of operational service delivery solutions to include documented playbooks, account operations plan, etc. Monitors effectiveness of maintenance efforts for facilities within a region as assigned, ensuring work is completed in accordance with account KPI’s (Key Performance Indicators). • Assists with new/existing regional outsource provider service contracts and ongoing administration of the RFP process to ensure best pricing and service level performance. • Responsible for client account inspections for a regional area: a campus or multiple facilities. Documents inspection report results and rectifies any issues, concerns, etc. with client. • Oversees account regional site operations and new projects. Identifies capital improvement projects and conducts cost analysis utilization in preparation of capital budgets. Travels to regional location(s) for projects management issues, concerns, etc. FINANCE• Approves the country market annual facilities management budgets and proactively manages the total facilities expenditure vs. budget. PEOPLE• Manages a geographically disbursed team, responsible for all people related tasks including managing talent recruitment and retention, understanding and identifying training requirements and performance management. QHSE• Overall responsibility for the QHSE compliance for the all the sites within region. Maintains oversight of QHSE logbook tracker, audit verification documents and the closure of all audit actions within agreed timelines.

SENIOR FACILITIES MANAGER

CLIENT FOCUS• Is able to adapt and provide a custom or differentiated service to meet clients’ stated and unstated needs. • Has an understanding of their industry and the marketplace in which it operates. PEOPLE • Able to establish effective business relationships with the customer, and to positively interact with customer and client personnel at all levels. • Able to manage conflict and difficult conversations with all stakeholders (client, customer and staff) • Demonstrates leadership and management qualities to drive performance across borders and sites • Effective leadership qualities. • Able to respond effectively to sensitive issues. COMMUNICATION • Excellent interpersonal, written and oral communication skills in English.

OPERATIONS• Ensures the overall performance of the facilities maintenance contract and required deliverables across multiple sites, including: contract compliance, FM services, performance management against KPI's, cost saving initiatives and customer satisfaction. • Identifies, develops and delivers innovative ideas and programs that positively impact the account and client. • Seeks opportunities for service improvements and efficiencies, cost savings or commercial gains for the client. • Manages initiatives, projects and programs across sites including: workspace moves, energy programs, HSSE, playbooks, training & development, and succession planning. • Responsible for preparing reports according to the agreed schedule and assisting the Regional Manager in data reporting and analysis as required. • Proactively manages risk and deals with insurance issues across sites, escalating where appropriate.• Ensures that all facilities activities and procedures adhere to applicable laws, policies and best practise guidelines. • Ensures the successful delivery of projects and provides support in major capital projects. FINANCE• Manages budgets, conducts financial analysis and prepares regular forecasts according to agreed schedules. • Understand and complete tasks related to the purchase to pay (P2P) process • Responsible for all financial costs and controls for the sites & Ensures the timely delivery of all monthly financial and forecasting reports.• Works with Strategic Sourcing Manager(s) in procurement activities, ensuring best practise, competitive pricing, development of strategic supplier relationships and proactive delivery of services.

FACILITIES MANAGER

FINANCE• Manages site budget, conducts financial analysis and prepares regular forecasts according to agreed schedules.• Understand and complete tasks related to the purchase to pay (P2P) process• Responsible for all financial costs and controls for site.• Works with Strategic Sourcing Manager(s) in procurement activities, ensuring best practise, competitive pricing, development of strategic supplier relationships and proactive delivery of services.COMMUNICATION• Excellent written and oral communication skills in English & Good customer facing skills.• Able to write reports, analyse and interpret complex business documents.PEOPLE • Demonstrates good management qualities to drive performance. • Able to respond effectively to sensitive issues. • Establishes effective business relationships with the client. • Works collaboratively with immediate team members and other personnel at all levels. OTHER SKILLS / ABILITIES • Able to solve problems providing a variety of options in a range of situations. • Experiences in driving and closing out operational change. • Able to use CAFM systems in line with role needs. • Good working knowledge of Microsoft Office packages and IT literate.

OPERATIONS• Ensures the fabric of the building(s) both externally and internally is maintained and serviced to a high standard, in accordance with the management contract and agreed budgets. • Manages, oversees and/or manages repair and maintenance work assignments performed by technicians, vendors and contractors performing building maintenance, landscaping and janitorial work. • Responsible for the compilation and maintenance of all required management information/records relating to the client. This includes asset register, emergency plans and all other related records and management reports • Prepares management reports according to the schedule agreed with the client and assists the Regional Manager with ad hoc reporting and data requests. • Oversees the achievement of key performance indicators (KPIs) for the site. Taking remedial action as applicable to ensure the required standards are maintained, and improved where possible, across the portfolio / building. • Liaises with the building manager and the procurement department to ensure compilation of external contracts and ensure that all procurement needs are carried out in line with Company policy • Oversees third party contracts, ensuring the correct standard of service is provided in accordance with the agreed contract. • Considers opportunities for service improvements and efficiencies, cost savings or commercial gains for the client. • Proactively manages risk and deals with insurance issues across sites, escalating where appropriate. CLIENT FOCUS• Has a good understanding of client needs for the site, and is able to work proactively to meet their needs.

ASSISTANT FACILTIES MANAGER

• Participates in effective supplier KPI review meetings. • Reports any shortcomings affecting the guest experience to the appropriate line managers • Ensures prompt and seamless handover of information and special requests. • Ensures adherence to CBRE GWS and client procedures and processes. • Assists with cover and other requested duties across the site as required by the Facilities Manager.CLIENT FOCUS • Holds a good understanding of client needs for the site. PEOPLE • Establishes effective working relationships with the client and customers on site. • Works collaboratively with immediate team members and other personnel at all levels. COMMUNICATION • Excellent customer service attitude and able to work positively with stakeholders. • Good written and oral skills in English. • Good spoken and written language skills in local language. • A team player and able to work positively with others across borders and remotely. OTHER SKILLS / ABILITIES • Sound problem solving ability. • Able to continually consider service efficiencies, cost savings or commercial gains for the client and present these to the Facilities Manager as appropriate.

OPERATIONS• Supports the Facilities Manager, in the successful delivery of FM operations on site. • Some site operational management responsibility. • Conducts daily checks on site where services are managed by contractors (cleaning, security etc.) • Responsible for creating; sustaining and delivering all facility management services to the site occupants and Pfizer client, ensuring QHSE, statutory, operational and commercial compliance. • Acts as the initial interface for key business contacts at the assigned site. • Supports the implementation of continuous improvement activities and initiatives across the site. • Supports the Facilities Manager in preparation of information to be rendered on KPI and bug reports and provides some data analysis. • Responsible for the management of the Service Insight work order system, ensuring requests and resultant action is assigned is acted upon within the KPI targets • Liaises with the site vendors regarding service visits with assistance from the security team, ensures all vendors deliver services in line with the contractual obligations and expectations. • Manages client expectations around cover for events and specific requirements, ensuring that all stakeholders are informed, and that actions and responsibilities are fully understood by all. • Coordinates and participates in workplace moves and changes within the office space area, including porterage requests. • Understand and complete tasks related to the purchase to pay (P2P) process • Acts as first point of contact and intervention for customer issues.

FACILITIES COORDINATOR/OFFICE MANAGER

• Conducting activities that coordinate the compliance with all aspects of health & safety, including work permits, BCP, risk assessments and accident reporting.CLIENT FOCUS • Demonstrates a clear understanding of the clients needs COMMUNICATION • Good customer relationship skills and able to work positively with stakeholders. • Good written and oral skills in English. • Good spoken and written language skills in local language. • A team player and able to work positively with others across borders and remotely. OTHER SKILLS / ABILITIES • Able to react and solve problems swiftly. • Employs effective prioritisation to ongoing and incoming work, providing feedback and alternative options where possible. • Able to understand and interpret instructions and ask clarifying questions to ensure understanding. • Good working knowledge of Microsoft Office packages and IT literate. • Able to use CAFM systems in line with role needs. • Good accuracy and attention to detail. • Numerical skills and some financial acumen. • Able to continually consider service efficiencies, cost savings or commercial gains for the client and present these to the Facilities Manager as appropriate.

OPERATIONS• Carries out FM tasks to ensure the operational delivery of facilities maintenance services on site, to the satisfaction of client and in line with agreed service standards. • Provides first line response to client inquires and concerns and ensures timely and quality service delivery, following up with clients to ensure satisfaction. • Creates work orders / tickets and assigns requests to multiple technicians, subcontractors and vendors. Responsible for communicating these to the relevant technicians and assists management in resolving problems. • Coordinates in the operational delivery of service contracts for site, ensuring attendance of regular meetings, measuring performance and any contract amendments. • Prepares regular reports and data according to agreed schedule, presents these to the Facilities Manager. • Ensures service delivery by attending regular progress reviews with management, customer and client as requested • Responsible for ensuring building lease obligations are met and service charges are appropriate, through regularly liaison with landlord and property managers. • Ensures the adherence to the purchase to pay (P2P) process, including the raising and approval of purchase orders, tracking of payments and monitoring of invoices. • Act as the SSA (Site Security Associate) for the site. PEOPLE• Works positively and collaboratively with colleagues and the client. QHSE• Support the Facilities Management team with the administrative tasks associated with the management of QHSE on site.

RECEPTIONIST

COMMUNICATION• Good client relationship skills and able to work positively with stakeholders. • Good written and oral skills in English. • Good spoken and written language skills in local language. • A team player and able to work positively with others across borders and remotely. OTHER SKILLS / ABILITIES • Demonstrates strong liaison and provide escalation to landlord service provider and follow up . • Excellent accuracy and attention to detail • Numerical skills and some financial acumen • Team player • Good organisational skills • PC literacy is essential

OPERATIONS• Welcomes visitors to the building providing professional support where required to customers, visitors staff and external third party / contractor providers. • Issues ID badges as required • Coordinates incoming and outgoing calls to the office and manages emails • Coordinates all mail correspondence to the front desk. • Presents a positive and professional first impression at all times. • General office administration and inventory tasks as required • Conducts additional service tasks as required including organising taxis transfers and timetable information. • Provides administration, finance and FM related task support to CBRE Facilities Management Team. • Books and cancels Meeting Rooms when required. PEOPLE• Works positively and collaboratively with colleagues and the client.

FM SURVEY

FACILITY SURVEY QUESTIONS 1. The last time you placed a work order, was the order fulfilled quickly and to your expectations? 2. How would you rate our communication regarding the work order? 3. How would you rate the customer service provided by the FM team? 4. How would you rate the FM team overall performance? 5. How can we improve the FM services? WORK-ENVIRONMENT QUESTIONS 1. What’s your biggest productivity challenge? 2. What would your ideal workspace look like? 3. Is there anything unsuitable about your current workspace? *Describe 4. Is the office equipment performing to your expectations? 5. Do you have any suggestions for improving our environmental sustainability? 6. How would you rate the cleanliness of the common areas? SPACE & MOVE MANAGEMENT QUESTIONS 1. How easily can you find resources (conference rooms, office equipment) that aren’t located on your floor? 2. The last time you were moved, was everything handled smoothly? *Explain 3. The last time you were moved, were all your resources ready for your use right away? 4. Would you consider working out of a shared space or “hot desk”?