As the Customer Business Manager (CBM), you will serve as the primary representative responsible for overseeing the overall performance of the on-site Facilities Management (FM) team and ensuring all contractual obligations are met. Your role is instrumental in driving customer satisfaction and enhancing financial performance across a diverse range of services. This will be accomplished through effective team member selection, development, and a focus on resource management. You will also lead continuous improvement initiatives to meet key performance metrics and facilitate necessary changes while ensuring compliance and governance.
Key Responsibilities:
Develop a comprehensive understanding of contract terms and customer expectations, taking ownership of outcomes.
Utilize project management skills to oversee construction activities, including reviewing drawings and specifications, participating in design discussions, offering best practices, and conducting site evaluations and inspections.
Establish and implement necessary procedures, training personnel to consistently meet and exceed customer performance expectations safely and cost-effectively.
Provide technical expertise and management guidance to maintenance service contractors.
Oversee and schedule daily operations and long-term activities to guarantee that all contract requirements and site procedures are effectively executed.
Manage supervisory personnel, including recruitment, promotions, recognition, disciplinary actions, and performance evaluations, while setting and monitoring performance objectives.
Collaborate closely with the customer to ensure alignment with contract standards and operational policies.
Create and monitor process performance metrics, analyzing and reporting outcomes related to quality, safety, costs, and customer satisfaction, and implement corrective actions as needed.
Select, train, and onboard all project employees while ensuring adherence to organizational policies and standards that help meet customer expectations.
Maintain timely and effective communication with all employees within the project and the customer's organization, fostering strong, collaborative relationships.
Act as a role model, mentor, and trusted resource for both the customer and team members.
Share insights on process improvements and lessons learned with colleagues.
Qualifications:
Bachelor's degree in Electrical or Mechanical Engineering or 10 years of equivalent experience in a Facilities Management role, with the ability to travel to various project sites.
BOMA and/or IFMA designations (RPA/CFM) are preferred.
Proven experience in directing, planning, developing, and implementing strategic and operational plans.
Experience in managing multi-disciplinary teams and collaborative working groups.
Ability to lead customer meetings effectively.
Conduct performance reviews for all on-site FM team members and primary subcontractors.
Ensure compliance with contract requirements.
Perform periodic and random site inspections to continuously evaluate front-line performance.
Analyze annual and monthly customer satisfaction survey results and implement necessary corrective actions.
Foster a Facilities Management team culture centered on customer satisfaction and continuous improvement.
Beacon Hill is an Equal Opportunity Employer that values the strength diversity brings to the workplace. Individuals with Disabilities and Protected Veterans are encouraged to apply.
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Company Profile:
Beacon Hill Technologies, a premier National Information Technology Staffing Group, provides world class technology talent across all industries utilizing a complete suite of staffing services. Beacon Hill Technologies' dedicated team of recruiting and staffing experts consistently delivers quality IT professionals to solve our customers' technical and business needs.
Beacon Hill Technologies covers a broad spectrum of IT positions, including Project Management and Business Analysis, Programming/Development, Database, Infrastructure, Quality Assurance, Production/Support and ERP roles.
Learn more about Beacon Hill and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting www.bhsg.com .
