Customer Business Manager (CBM) is the senior representative accountable for the overall performance of the on-site FM Team and Contract Deliverables. This individual ensures Customer Satisfaction and financial performance across a broad spectrum of services through the selection of qualified team members and their development along with people-oriented management of resources. In addition, the CBM manages the continuous improvement process while meeting the required metrics and successfully influencing required change, conformance and governance.RolesUnderstanding the contract terms and conditions and Customer expectations at a detailed level and taking ownership for outcomesProject Management Skills; will be responsible for managing construction activities to include reviewing of drawings and specifications, participating in design meetings, providing best practices, commissioning, construction site evaluations and inspections.Reviewing and proactively establishing required procedures and training personnel to consistently meet and exceed the performance expectations of the Customer in the most safe and cost-effective mannerProvide technical and management direction to maintenance management service contractorManages, directs and schedules day-to-day and long-range activities to ensure that all contract requirements and procedures of the site Supervision and Staff are being properly implementedManages supervisors including hiring, promotions, recognition, discipline, and performance management. Plans, directs, and monitors performance objectivesWorking closely with the Customer to ensure alignment with contract requirements and operational policiesEstablishing process performance metrics; tracking, analyzing, and reporting performance in terms of quality, safety, costs and Customer Satisfaction. Taking corrective actions to bring about required changeSelecting and training all project employees and administering Client policies, procedures, and standards to ensure that Client employees and vendors have the required technical, interpersonal skills and morale to meet and exceed the expectations of the CustomerProviding timely and effective communications with all employee levels within the project, the Customer's organization, and Client. Building a strong win-win relationshipServing as a role model, mentor, and valued resource for the Customer and ClientSharing process improvements and lessons learned with peersExperience
Bachelor degree in Electrical or Mechanical Engineering or 10 years equivalent experience in a Facility Management discipline experience with the ability to travel to assigned projectsPrefer BOMA and/or IFMA designation (RPA/CFM)
Experience with directing, planning, developing and implementing strategic and operational plansExperience in management of multi-disciplinary teams and working groups.Lead Customer meetingsOversee performance reviews for all on-site FM Team members and primary sub-contractors.Manage Contract Compliance requirementsPerform periodic planned and random site 'evaluation inspections' to continuously monitor front-line performanceMonitor results from annual and monthly Customer Satisfaction surveys and implement corrective action as requiredPromote a Facility Management Team culture oriented to Customer Satisfaction and Continuous Improvement.
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