Contract Manager

About the Role: As a CBRE Contract Manager, you will be responsible for providing leadership, management and development of a defined contract ensuring financial and operational commitments are met and exceeded. This leader is the single point of contact for operational needs on the account, and has P&L ownership.

A Contract Manager is accountable for building a high performing team to deliver the full suite of FM services (hard and soft). They work in partnership with stakeholders to ensure exceptional service is delivered and maintained at all times.

What You'll Do:

• Full responsibility for profit and loss including the development of financial plans for revenue and profit delivery, management of UBR, debt, cost control, and growth, ensuring targets are met or exceeded.
• Ensure optimum staffing structures are in place, balancing cost reduction with service excellence and supports peaks and troughs in workload, and disaster recovery.
• Ensure appropriate review, audit and governance regimes exist to meet regulatory, policy and contractual commitments, and ensure all required elements of the Local Operating Model are in place.
• Ensure business policies and processes are effectively communicated and implemented across account.
• Drive effective commercial and financial governance through accurate reporting, and appropriate checks and balances, including scope management and change control.
• Supply chain management, including supplier performance reviews, supplier negotiations and re-bidding, and the identification of additional scope opportunities.
• Work with other operational leaders to ensure the collaborative development of the business, effective teamworking, and a culture in keeping with the company's RISE values.

• Drive a customer first culture across the team and all areas of operational activity, ensuring a deep understanding of customer organisational goals, aspirations and needs,
• Build long term customer relationships, founded on trust and mutual benefit, and develop action plans to drive year on year improvements in the client care survey results.
• Facilitate engagement with senior leadership to ensure relationships are maintained with key customers at various levels of the organisation.
• Accountable for customer communication and reporting regimes in line with contractual commitments and CBRE's Local Operating model, including monthly, quarterly and annual reviews.
• Present written recommendations to clients where required, including proposals and business cases.

• Recruit, onboard, manage and develop the account team, accountable for filling vacancies, hiring decisions and succession planning.
• Deliver training needs, ensuring employees are fully competent to undertake their roles and can reach their full future potential.
• Foster high employee engagement through recognition & reward of team members and celebrating success.

• Accountable for site operations and ensuring contractual, regulatory and company policy compliance.
• Reduce operational risk by maintaining both client and CBRE health and safety policy and process, ensuring this is effectively implemented across all service lines, self-perform and vendor delivered.
• Supervise, plan, and coordinate all aspects of operations, including contract digital and technology solution, preventative maintenance (PM), reactive maintenance, vendor services, help desk operation, and soft service delivery where in scope.
• Maintain and exceed where possible, contract service levels / KPIs
• Minimise downtime and disruption by driving the efficient delivery of services, with a proactive approach.
• Responsible for site inspections for quality assurance and in support of audit programmes.
• Develop environmental health and safety procedures for sites. These procedures include emergency action plans, disaster recovery, business continuity, and other related procedures.

• Build a culture of innovation, delivering ideas, innovation and thought-leadership to the customer.
• Engage with team, supply chain and subject matter experts for idea generation and process improvement, providing a diverse offering of solutions to the customer.
• Collaborate, connect and share best practice on new ways of working with peer group and external network.

• Drive sustainable organic growth on the account - maximizing opportunities for additional scope, extra works and projects. Price additional services and extra works, and/or work with the BU Project team.
• Be a 'show-site' for new customers, hosting show site visits as required.
• Own retention and renewal plan to successfully renew contract.

What You'll Need:

• Bachelor's Degree preferred with 3-5 years of relevant experience. In lieu of a degree, a combination of experience and education will be considered.
• Minimum of 8 years of related experience. Prior supervisory experience preferred.
• Good interpersonal skills, able to present to groups. Accessible & responsive.
• Comprehend and analyse data effectively and provide solutions to customers.
• Leadership skills to motivate team impact on quality, efficiency, and effectiveness of the job discipline and department.
• In-depth knowledge of Microsoft Office products. Examples include Word, Excel, Outlook, etc.
• Extensive organizational skills with a strong inquisitive mindset.