Job PurposeWe are currently recruiting for an experienced Account Manager to manage a portfolio of high-profile PFI projects, responsible for total facilities management. The successful applicant will have full leadership and financial responsibility with a primary focus on operational and commercial compliance.
You will lead, develop, manage, and motivate a support services team to the Mitie standards, ensuring that the client receives services of the highest quality. You will also support the Regional Account Manager in the development of the business strategy in line with current and emerging client needs.
ResponsibilitiesCustomerBuild long-term, sustainable customer relationshipsOffer an exceptionally high standard of customer supportManagement of NPS (Net Promoter Score) and annual engagement targets
PeopleManage a team of site-based Facilities Managers within the specific contract, including their adherence to all compliance processes, policies and proceduresWork closely with the Regional Account Managers to ensure efficiency and visibility on all aspects of the contractual relationshipManage the recruitment, induction and training for team when requiredManage succession planning for team, including annual reviews, 1:1's etc.Manage payroll for team of Direct Reports
Service DeliveryManage service obligations and output specificationsUnderstand contractual SLA's and KPI'sManagement of contractual obligations, to be delivered within contracted timescalesManagement of commercial obligations, via the obligations tracker, to be delivered within contracted timescalesManagement of lifecycle and additional worksHighlight and escalate areas of potential service improvementBe the nominated RP (Responsible Person) for various contract compliance
FinanceManagement of cashflow by account including the P&L, accrued income, resource, labour and rechargingManagement of PO and GRN processesHighlighting areas of profitability
ComplianceEnd-to-end management of statutory PPM and reactive works, assurance and compliance in collaboration with the relevant teamsEnsuring compliance of Mitie processes, policies and procedures for sites and contractsEnsure compliance is achieved, analysed and reportedManage risk registers, BCP's and other risk measuresProduce reports in line with contractual and business requirementsManagement of overall site and contract audit checksManagement and compliance of all aspects of site and contract related Health & SafetyAwareness and implementation of company safeguarding policies and proceduresPromote and safeguard the welfare of children and adults at risk who use the facilities in which Mitie operateBe aware of and comply with policies and procedures relating to safeguarding, health, safety and security, confidentiality and data protection, reporting all concerns to an appropriate person
Skills & ExperienceIOSH or NEBOSH CertificationUndertake enhanced vetting (DBS/PVG etc.)Experience within a similar roleIT literate, with experience using MSOffice suiteThe ability to lead, manage and develop a team of direct reportsStrong communication skills, with the ability to effectively communicate across hierarchies and departments