合同Contract

•全面理解合同条款、服务范围和顾客期望，努力满足客户需求

Understands
the contract terms, conditions, service scope and client’s expectations at a
detailed level, makes great efforts to meet customer needs

•有效调配资源，在满足甚至超越合同要求

Directs
management resources to ensure that service levels are met and/or exceed
throughout the life of the contract

•为客户在合同约定之外的服务需求提供建议书并协商报价

Prepares
proposals and negotiating profitable compensation for requested work outside
the original contract

•确保各项工作符合合同约定

Ensures
that work perform is covered by the contract

客户Client

•和客户紧密合作以确保满意度。根据工作计划，收集、理解和管理客户期望。

Works
closely with the client and customers to ensure satisfaction. Ensures the
capture, understanding and management of client’s expectations in line with a
detailed operational plan

•制定客户业务计划，从而为客户建立积极主动的战略目标，在此基础上执行方案和计划。

Establishes
a business plan to capture the strategic initiatives and targets for the
client and the activities and actions to deliver on these

•定期与客户进行业务回顾以确保客户的期望与所提供服务保持一致性，及时汇报活动、趋势、花销及改进情况

Periodically
conducts business reviews with the client to ensure alignment between
expectations and delivery, reports regularly on activity, trends, spend,
improvement initiatives

•权衡和管理关键收益结果的交付情况，确保与设施计划和顾客期望及商业需要向匹配。

Measures,
monitors and reports on the delivery of the key benefits and outcomes to the
client, in line with the Facility Plan and client’s expectations and business
needs

•向顾客展示提升业绩的商业案例，包括顾客满意度和生产力、过程改进和资产使用、安全、生产力和循环利用等情况

Presents
business cases to the client for improvement to their business in terms of
the clients staff satisfaction and productivity, process improvement and
asset utilization, safety, productivity and life cycle

营运管理Operational
Management

•执行客户相关政策，业务流程和标准

Administers
client policies, business procedures and standards at the account to ensure
compliance within the account wide

•建立安全工作程序，确保安全目标的实现或超越

Establishes
the account safety program and ensures that all safety program goals and
objectives are met/exceeded

•建立流程/绩效管理方法，在质量控制、活动、安全、成本和顾客满意度的表现和趋势方面进行追踪、分析并提供报告

Establishes
procedure performance metrics; tracks, analyses, and reports performance and
trends in terms of quality, activity, safety, cost, and customer satisfaction

•建立和管理紧急事件、连续性业务、事件管理计划及包含政治汇报的流程，并确保与客户和世邦魏理仕指导方针相一致。

Establishes
and manages an emerging issue, business continuity and incident management
plan and process including reporting regime in line with client and CBRE
guidelines

•为服务团队提供技术和管理指导，合理利用资源，努力提高客户的满意度并降低成本

Provides
the technical and management direction for all facility management services
teams and taps into our resources to reduce cost and increase satisfaction

•与同事共享改进过程

Shares
process improvements with peers

•指导服务团队解决营运中出现的问题和挑战

Provides
operational leadership in problem solving and decision making to ensure that
account issues and challenges are resolved proactively

•提供客户所需的报告 (月度报告/KPI报告/整改报告)

Provide
reports which client needs (monthly report/KPI report/Improvement report)

•主动巡检,保证客户现场的服务质量和客户满意度

Inspection
actively to ensure the quality of on-site services and customer satisfaction

•人员培训

Training
for on-site employees

•持续改进现场服务质量

Continuous
improvement of the services quality

人力资源管理HR
Management

•为每一名团队成员制定绩效指标并定期进行总结

Conducts performance reviews and goal-setting with key site resources
and each employee under the direction

•在人力资源部的协助下，招募合适的员工

Recruits the suitable key management staff for team with the help of
HR Dept.

•建立和领导一支高度敬业的团队

Establishes and leads a highly engaged account team

•发展和实施详细的人员发展和接替计划

Develops and implements a detailed succession and people development
plan

•与项目的全体员工建立及时、有效的沟通，从而建设强有力的双赢关系

Provides timely and effective communications with all employees within
the project in order to build strong win-win relationship

•定期与管理层人员交流分享重要信息

Communicates regularly with management to share critical information

•建立适合本部门的培训方式，培训、指导团队员工，帮助他们不断提高

Establishes a site base training plan and trains and coaches the team
to achieve the development

•按照正规的发展计划，对实施副经理进行培训、发展。确保为他们传授正确的经验、知识，为成为一名合格的实施经理做好准备。

While a deputy IFM Manager is assigned, supervises his or her training
and development under a formal development plan. Ensures they are provided
with the exposure, experiences, coaching and direction to prepare them as a
future IFM Manager

Required
Knowledge and Skills:

n 专业技能

Professional
skills

²
广泛的客服知识

Extensive
knowledge in customer service

²
书面沟通能力

Written
communication skills

²
出众的分析能力

Outstanding
analyzing capacity

² 职业敏感度

Career awareness

² 风险管理能力

Risk
management capability

n 通用技能

General
skills

² 良好的倾听、演讲和沟通技巧

Good
listening, presentation and communication skills

² 良好的团队意识

Good team
spirit

² 较强的领导力和执行力

Strong
leadership and execution ability

² 普通话发音标准

Good
Mandarin pronunciation

² 英语口语及书写流利

Fluency in
spoken and written English

² 基本的电脑办公软件（Word，Excel）操作能力, 能进行数据分析

Basic
computer skills (office software – word, excel) and data analysis

Qualifications
and Education:

n 教育背景

Education
Background

²
本科或等同学历. 英语8级
²
技术、企业管理、酒店管理、工业管理专业
Major
in Technical, Business Management, Hotel Management or Industrial Management discipline

n 工作经验

Working
Experience

²
5年以上设施支持及维护领域管理经验，餐饮管理经验佳
5
years and above of management/supervisory experience in the facilities
support and/or maintenance operations，
catering service experience is a plus