Senior Operations Manager

About the Role

We are seeking a highly experienced Senior Operations Manager to join our team in Dubai, United Arab Emirates. This role is crucial in shaping and executing the division's strategy, ensuring contractual obligations are met, and leading the Facilities and Operations team to achieve business objectives. You will be responsible for managing budgets, overseeing resource allocation, and ensuring the highest standards of service delivery in Facilities Management.

Responsibilities

• Contribute to the formulation of the overall division strategy and align business unit strategies with company vision and objectives.
• Execute the Facilities Management strategy, ensuring all contractual commitments are fulfilled.
• Lead and manage the Facilities and Operations team by setting performance goals, providing feedback, and fostering development to maximize team and business unit performance.
• Assist the Director of Operations in optimizing the business unit/division structure for efficient resource utilization and communication.
• Develop and manage the business unit budget, monitoring financial performance against targets to identify cost-saving opportunities and performance improvements.
• Oversee the Facilities Management function, ensuring efficient resource planning, allocation, and adherence to standards for effective operations.
• Collaborate with clients on "Side-Specific-Budgets," including CAPEX, advising on expenditures, cost reduction opportunities, and asset viability.
• Develop and monitor Service Level Agreements (SLAs) for assets, ensuring alignment with service delivery, client expectations, and supplier performance for quality service and profitability.
• Evaluate supplier performance to ensure selection of qualified providers at optimal prices, ensuring quality service delivery.
• Monitor resource utilization to ensure adequate staffing and talent for operations (projects, civil, mechanical, electrical works, etc.) to meet targets and enhance customer satisfaction.
• Manage maintenance contracts, review maintenance programs, and supervise their implementation by staff or contractors to ensure quality facility maintenance, including AV equipment, BMS, chillers, generators, HVAC, and IT systems.
• Coordinate with tenants and contractors on fit-out works, conduct inspections, prepare snag lists, and oversee rectification work completion.
• Manage the request for quotation process, vendor contracts, and purchase orders, ensuring timely procurement of products and services to avoid operational delays.
• Ensure the Annual Leave Planner is completed to manage employee availability and ensure continuous business operations.
• Manage client expectations through clear communication and transparency to build strong customer relationships.
• Address escalated issues and complaints from the Call Centre, ensuring timely support and maintenance for customer issues (cooling, power, ventilation, plumbing, etc.) to maintain high satisfaction levels.
• Conduct site tours with clients, gather feedback, and delegate necessary tasks to subordinates for civil, mechanical, and electrical support.
• Provide technical advice to clients and represent them in technical interfaces with third parties, offering insights on improvement opportunities like utility consumption reduction to promote environmental responsibility.
• Implement and enhance policies, guidelines, and processes for contract management and administration to meet business requirements and deliver quality customer service.
• Manage contract scope revisions, renewals, pricing, and negotiations, coordinating Terms & Conditions with the Legal department for compliance.
• Oversee subcontracting of works (fire systems, gas, water treatment, etc.), ensuring subcontractor performance and managing evaluations and negotiations with approved vendors.
• Ensure effective planning and implementation of HSEEQ inspections and audits to meet regulatory requirements and company standards.
• Conduct physical and documentation audits of subcontractors to ensure quality standards and address any variations or poor performance.
• Lead audits of staff, customers, and suppliers to gather feedback and improve operations and facilities management services.
• Develop and implement division policies, procedures, and controls to ensure compliance and cost-effective service delivery.
• Ensure compliance with quality, health, safety, and environmental management policies and procedures for employee safety, legislative compliance, and environmental responsibility.
• Ensure the implementation of corrective and preventive actions from the HSEEQ department and provide progress updates.
• Ensure timely submission of legionella reports to the HSEEQ department.
• Ensure finalization and annual updates of HIRAs with HSEEQ department support.
• Ensure proper implementation of risk control measures identified in HIRAs.
• Ensure the availability of MS and RA documents.