GM/ VP - Facilities - BPO/ Retail/ Real Estate

Intellectual Capital
  • Mumbai
  • Confidential
  • 10-20 years
  • 13 Oct 2015

  • Administration/ Facilities

  • Retail, BPO/ ITES/ Call Centers, Construction/ Real Estate
Job Description

Building Facilities:

- Inspect and monitor the functions of building facilities including lifts, fire services, water supply, electricity supply and building work

- Report and follow up any request & complaints from Customer to management office

- Daily/Weekly office inspection form

- Request/Complaints log record

- Inspect and monitor the function of Building including electrical, cable, interior design work & lighting etc.

- To liaise with contractor for any malfunctions detected

- Follow up on rectification work and report to Customer.

- Service Request from Customer.

- Service Order to contractors

- Monthly Report

- Customer Satisfaction Survey


- To supervise and monitor the HK Services

- To ensure a clean, health & hygienic working environment

- KPI for cleaning services

- Daily/weekly inspection

- Cleaning Schedule

Liaison with Local Authorities:

- Responsible for Public Relations including liaison with all local statutory bodies.

- Liaison with telecommunication agencies.

- Payment of property tax

Vendor Management:

- To keep and revise the existing contracts with different vendors

- To liaise with vendors on contract renewal

- To compare and recommend vendors

- Monthly (or as required) Vendor Meetings to agree Monthly Supplier evaluation and plan for forthcoming month.

- Contractor list and contract terms summary

- Quotation analysis

- Customer Satisfaction Survey

Inventory Control:

- To monitor the inventory and ensure they are at pre-approved inventory level

- Control and prepare inventory in/out record - Inventory log

- Inventory consuming record


- To report and submit purchase request for approvals.

- To purchase from approved supplier and ensure they are delivery on time with accurate quantity

- Purchase Request

- Purchase Order

- Inventory record

Monthly Accounting:

- To receive and handle incoming invoices for FM Services & material.

- To verify and submit to DGM FM for approval

- To settle the invoice and prepare reports.

- Pre-approved accounting procedure

- Monthly expenses report

Annual Budgeting:

- To prepare annual budget FM Services.

- To control expenses according to approved budget

- To report any ad hoc/non predictable expenses item to DGM

- Preparing CAM charges for the up- coming properties. Review the same before commencement of the FM Services for changes if any.

- Approved budget

- Monthly expenses report

- Quarterly review

- CAM report.

Systems & procedures:

- Adapting processes and systems to meet local requirements and agreeing with client representative

- Implementing processes and systems

- Training staff on processes and systems

- Compliance with processes and systems

- Systems Manual in place as agreed in Transition Time Line.

- Staff Training Records complete and up-to-date.

Health & Safety and Environmental:

- Conduct Risk Assessments of all activities

- Implement Safe Working practice including Permit to Work (PTW) systems.

- Training on H&SE systems

- Ensuring Compliance with all customer and C&W H&SE processes and systems.

- Ensuring Accident Log is kept up to date

- Reporting H&SE statistics and incidents in Monthly Report - Completed Risk Assessments for each FM activity

- PTW processes in place and up-to-date.

- Staff Training Records complete and up-to-date

- No Non-Conformance Reports (NCRs)

- Accident Statistics

- Monthly Report data complete.

Complaint Management:

- Tracking & Monitoring Customer complaints through ICSS SAP Complaint Management System.

- Ensure closure of complaints as per defined Response & Resolution Turn Around Time (TATs)

- Liaise with Projects team in closing projects related complaints.

- SAP Complaint Management Report.

- TAT Response & Resolution time.

- SAP Complaint Management Report Analysis Report.

Transition Management

- Unit and common Services inspections and handovers.

- Deployment ramp-up with units & phases hand over.

- FM process implementation.

- Training - Hand over reports.

- Transition Plan.

- Documentation.

- Training Reports.

Fit-out Management:

- Ensure customers are explained Fit-out process during handover induction.

- Fit- outs are carried out as per SOP and customers refrain from violation.

- Issuance of Violation letter and DLP seizure letter to the defaulter.

- Customer handover induction.

- Fit-out violation MIS.

- Violation and DLP seizure letters issued.

Customer Engagements:

- Resolution of customers- queries and complaints.

- Conduct customer engagement programs.

- Customer Satisfaction Scores.

- Customer Satisfaction Scores.

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Intellectual Capital