Account Operations & Engineering Manager

You will be responsible for delivering a range of IFM Account specific and general IFM support functions including management of a group of site based managers to deliver quality Integrated Facility Management services in support of our corporate clients’ business needs.

Provision of consistent high quality contracted corporate property services to local clients operating in Hanoi City, Vietnam.
- Client management of local & Regional accounts.
- Maintain or improve the client satisfaction for the accounts.
- Create, maintain and audit specific site plans for each of your client sites.
- Support the delivery of high quality contracted corporate property services to regional clients operating.
- Work with other business lines to promote cross-sell.
- Achieve the objectives contained in the Individual Performance Management Plan for the position.
This role requires significant liaison within other Facility Managers, the IFM team, CRMs and with the Vietnam / Regional Senior management.

FINANCIAL MANAGEMENT
- Participate in the quarterly forecasting sessions, if required.
- Manage debtors to the DSO targets.
- Manage the billing of your direct accounts in accordance with the Management Agreement.
- Help in achieving the country new business target.

ACCOUNT MANAGEMENT
- Be accountable for the performance of the local client accounts under management.
- Develop a Business Delivery Plan for the assigned accounts.
- Provide day-to-day management support to the local account teams.
- Develop strong relationships with all key personnel in the clients’ organization.
- Be the escalation point for clients.
- Identify and convert opportunities for organic growth in specified accounts.
- Undertake client account related audits as required.
- Assist the team to prepare annual client property operating budgets.
- Ensure agreed format monthly reports, are prepared and submitted to specified client representative.
- Maintain and enhance client and user satisfaction for the delivery of contracted property services for clients.

BUSINESS DEVELOPMENT
- Support the IFM Vietnam to find new opportunities for growth within your specific accounts.

REGIONAL ACCOUNT SUPPORT
- Support regional accounts by:
- Providing advice on local practices
- Assisting with recruitment of staff
- Assisting with performance management of staff
- Being the local client contact where there is no senior resource from the account management team.

HUMAN RESOURCE MANAGEMENT
- Be responsible for the selection, recruitment and performance management of staff.
- Encourage attendance by the Facilities Managers at regular FM forums for networking and training purposes.
- Contribute to these forums.
- Co-ordinate between client and service delivered staff activities to promote inter-site communication and
Jones Lang LaSalle culture.
- Work with HR to develop country specific training and skills development programs.
- Complete succession plan for direct reports and ensure succession plans are in place, where appropriate, for
all client and service delivery staff.
- Complete Individual Performance Management Plan (IPMP) or Performance Plans as appropriate for client
and service delivery staff.

CLIENT MANAGEMENT
- A Client Business Plan to be in place for each client (or assist the FM to do so).
- Formal monthly meetings (as a minimum) to be conducted with each local client.
- Minutes to be taken and distributed for each of the above in the standard CPS format.
- A site visit or inspection of an account to be conducted at least every fortnight. Meet the client.
- Strategic Reviews for major clients to be organized, where applicable.
- Regular formal meetings with major service providers (where process improvement and innovation is a
standard item on the agenda) – FM to run this.

OPERATIONS
- Training plan of your direct staff to be implemented and maintained.
- Assist the IFM Vietnam to maintain a country succession plan.
- Induction Program of your direct staff to be implemented and maintained.
- A clear escalation process for your direct accounts to be implemented and maintained.
- Review and standardize Management Reports.
- Support Engineering Operation and Maintenance at accounts including Preventive and Reactive Maintenance
activity, incident management report.
- Small Sustainability and Project Management.
- Be the Human Experience lead for Vietnam coordinating with regional HR team where applicable.

- 13th Salary & performance bonus
- Health care Insurance, Private Insurance
- Internal and External training program

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