Job Purpose:

Implementing best customer, subcontractor and supplier relationship management, maintain high customer satisfaction, and help achieve the business objectives.

Key Accountabilities :

Strategy Development & Implementation

• Provide inputs to the development of the overall Site Operations strategy and participate in developing Oman's business unit strategy in line with the vision, mission, and business objectives of the company.
• Assisting the Contracts Manager to Deliver the Operations Management strategy for Contractual Sites in the portfolio of assets while ensuring contractual commitments are successfully met.

Leadership

• Manage the effective achievement of the business unit’s objectives through leading the Facilities and Operations team in the assigned project, by setting individual objectives, managing performance, developing and motivating staff, and providing formal and informal feedback and appraisals in order to maximize the subordinates’ and the business unit’s performance.

Organization Structure

• Contribute and assist the director of operations in defining an optimum structure for the business unit/ division so that resources are optimally utilized, and communication takes place in an efficient manner.

Budgets & Plans

• Ensure the planning and allocation of all resources, and the implementation of the appropriate standards and controls to ensure that all activities are carried out in an efficient and effective manner to meet and exceed objectives.

Operations & Facilities Management

• Attend all coordination meetings with the client, tenants and contractors to cope with all HSEEQ, Administration, Human Resources and Public Relations business unit’s and daily activities to be inline with company policy and the project requirement.
• Monitor resource utilization to ensure that the right number and talent is available for running, accomplishing targets, improving customer satisfaction, and achieving business objectives.
• Assisting the Contracts Manager in Monitoring and controlling the execution of maintenance contracts, review the preventive and corrective maintenance programs, and supervise the implementation by employees or assigned contractor(s) through reviewing reports and spot-checking as appropriate to ensure the provision of quality maintenance works to the assets/ facilities (including maintenance to BMS, chillers, generators, HVAC, etc.).
• Ensure that the Annual Leave Planer is completed to have a holistic view on forecasted leaves and employees’ availabilities throughout the year so as to guarantee that the appropriate resourcing is done and that business operations do not get interrupted.

Customer Relationship & Management

• Manage customers’ expectations through clear communication and transparent work attitude in order to be consistent and to develop strong customer relationships.
• Receive escalated problems and complaints from the Call Centre and ensure that the necessary support and maintenance work is provided to customers in a timely fashion in order to resolve customers’ issues (pertaining to cooling, power, ventilation, plumbing, etc.) and maintain their high levels of satisfaction.
• Escort customers on daily tours within the premises/ facilities, listen to any feedback or complaints they might have, and delegate any work needed to the subordinates in order to provide customers with the necessary civil, mechanical, electrical, etc. support and maintenance support.

Contract Management

• Assisting the Contracts Manager to Manage the implementation and improvement of policies, guidelines, and processes for contract management and administration to ensure standards are set so that all business requirements are fulfilled while delivering a quality service to customers in line with the corporate strategy.
• Assisting the Contracts Manager in monitoring of the subcontracting of works (such as fire systems, emergency lighting, vertical transportation, water treatment, etc.). Ensures that subcontractors fulfil their duties in an accurate manner and as per the agreed upon contractual clauses.

Audit

• Assisting the Contracts Manager in Monitoring physical and documentation audits being conducted on subcontractors to ensure that work is being conducted properly and that customers are being served with the highest quality standards, and take the necessary actions upon the detection of unreported/ undisclosed variations and/ or poor performance to safeguard the company against any liabilities.
• Gathering feedback and monitor satisfaction in order to improve the operations and facilities management services the company provides in Oman.

Policies, Systems, Processes, & Procedures

• Develop and ensure the implementation of division policies, procedures, and controls covering all areas of activity so that all relevant procedural/ legislative requirements are fulfilled while delivering a quality and cost-effective service.

Health, Safety, Energy, Environment, & Quality (HSEEQ)

• Ensure compliance to all relevant quality, health, safety, and environmental management policies, procedures, and controls across the department to guarantee employee safety, legislative compliance, delivery of high quality products/service and a responsible environmental attitude.

Minimum Qualifications and Knowledge:

• Bachelor’s Degree in Electrical or Mechanical Engineering, preferably with a Master’s degree in Management or Facilities Management; CMMS knowledge is also preferable
• 15+ years' experience in operations management including 2 years in a managerial role and 5 years in managing airport projects.
• Exposure to Maintenance and Facilities Management especially in all areas of planning, HSEEQ, supplier relations management, client relations management, maintenance, and contract management