Facilities Manager

• Client-Centric Facilities Management:

• Champion a consistent and high-quality client experience across all facilities.
• Ensure all client-facing spaces reflect the organisation’s brand and are optimised for comfort, functionality, and engagement.

• Facilities Operations Oversight

• Oversee daily operations including electrical, plumbing, HVAC (Heatin, Ventilation and Air Conditing), fire safety, lifts, and general building systems.
• Supervise maintenance schedules, preventative actions, and SLA-driven service delivery.

• People Management

• Manage general workers, receptionists, concierge staff, and maintenance teams.
• Drive performance, allocate responsibilities, and develop team capability aligned with service culture.

• Strategic Space and Infrastructure Planning:

• Lead space planning, renovations, and layout design to support operational efficiency and future business needs.

• Security & Access Control

• Oversee site security systems, personnel, and access protocols.

• Facilities Operations Over sight:

• Oversee maintenance, security, cleaning, and reception services across all properties.
• Implement service level agreements (SLAs) and standard operating procedures (SOPs) for seamless delivery.

• Health, Safety and Regulatory Compliance:

• Ensure adherence to all statutory and regulatory requirements (e.g., OHS, fire safety, building codes).
• Lead risk assessments, compliance audits, and ensure corrective actions are implemented promptly.

• Technology Integration and Smart Building Solutions:

• Drive the adoption of facilities technologies such as Building Management Systems (BMS), digital visitor management systems, and space utilisation tools.

• Vendor and Contract Management:

• Manage third-party service providers through performance tracking, SLA adherence, and contract optimisation.

• Sustainability and Environmental Stewardship:

• Implement green building initiatives (e.g., energy-saving systems, water conservation, waste management). Report on environmental impact metrics and drive continuous improvement.

• Budgeting and Financial Oversight:

• Develop, manage, and monitor the facilities budget, ensuring cost efficiency and value for money.

• Stakeholder and Executive Engagement:

• Serve as the key facilities liaison to the GCEO and executive leadership. Present reports, risk updates, and capital investment proposals for infrastructure and workspace enhancements.

• Emergency and Business Continuity Preparedness:

• Ensure the development and testing of emergency response and evacuation plans. Facilitate business continuity planning in relation to facilities disruptions or disasters.

• Client Experience Facility Strategy:

• Strategic roadmap focused on delivering an exceptional client-facing environment.
• Monthly Facilities Performance Reports:

• Data on service uptime, client satisfaction, space usage, safety incidents, and maintenance turnaround.
• Facilities Risk and Compliance Register:

• Comprehensive documentation of risks, compliance gaps, audit findings, and mitigation measures.
• Vendor and SLA Performance Reports:

• Periodic scorecards showing service quality, responsiveness, and contractual compliance.
• Energy and Sustainability Reports:

• Energy usage dashboards, waste metrics, green building assessments, and cost-saving initiatives.
• Facilities Budget and Financial Reports:

• Monthly forecasts, actuals, variance analysis, and cost optimisation plans.
• Capital Project Plans and Execution Reports:

• Scopes of work, schedules, and progress for renovations, upgrades, or infrastructure development.
• Workplace Utilisation and Space Planning Outputs:

• Visual heatmaps, desk-to-employee ratios, meeting room usage analytics, and future space plans.
• Emergency Preparedness and Safety Documentation:

• Up-to-date policies, evacuation drills, compliance training records, and incident reports.

• Integrated Facilities Management (IFM): Ability to manage multiple services, contracts, and touchpoints efficiently.
• Client Experience Strategy: Knowledge of designing and optimising environments to enhance the emotional and functional experience of clients.
• OHS & Regulatory Compliance: Deep understanding of workplace health and safety legislation and industry best practices.
• Facilities Technology Management: Proficiency with smart building systems, digital dashboards, and infrastructure tools (e.g., CAFM, IWMS, BMS).
• Contract and Vendor Management: Strong skills in service-level contracting, performance tracking, and commercial negotiations.
• Budgeting and Financial Acumen: Experience in managing OPEX and CAPEX budgets related to infrastructure and services.

• Client Orientation: Prioritises the client experience across all interactions and environments.
• Strategic Thinking: Develops long-term plans that align with platform growth and organisational goals.
• Operational Agility: Responds quickly to issues and adapts facilities to changing requirements.
• Leadership and Team Collaboration: Inspires cross-functional teams and coordinates efforts across departments.
• Problem Solving and Decision-Making: Applies logic, experience, and judgement to resolve operational and technical challenges.
• Communication and Influence: Presents ideas clearly to both technical and non-technical stakeholders, including executive audiences.

• Data-Driven Facilities Decision-Making: Leverages occupancy analytics, cost data, and dashboards for planning and optimisation.
• Digital Fluency in Smart Buildings: Uses platforms to enable remote monitoring, predictive maintenance, and service automation.
• Automation and Integration: Familiarity with automated work orders, digital signage, touchless access, and occupancy sensors.
• Cybersecurity Awareness: Understands risks associated with IoT-enabled infrastructure and aligns with corporate IT standards.

• Grade 12
• Bachelor’s degree in Facilities Management, Property Management, Engineering, or a related field

• Postgraduate qualification in Business, Operations Management, or Client Experience

• 8+ years in facilities or infrastructure management, with at least 3 years in a leadership role focused on client-facing environments.

• IFMA, FMP, or CFM (Facilities Management Professional certifications)
• OHS and Safety Compliance Certifications (e.g., ISO 45001, NOSA)

• Strategic influence on the design and operation of client-facing environments
• Authority to oversee facilities management policies, budgets, and service-level decisions
• Responsibility for facilities-related compliance, risk mitigation, and client experience outcomes
• Reports directly to the GCEO with high-level visibility across the organisation

• Group Executive Office
• Corporate Services and Operations
• Risk, Legal, and Compliance
• HR, IT, and Security Teams.
• Business units and platform teams

• Facilities service providers and contractors
• Regulatory and safety authorities
• Real estate partners and property managers
• Clients and third-party visitors

• High client satisfaction and Net Promoter Scores (NPS) related to facilities
• Facilities uptime and operational efficiency metrics
• Audit and regulatory compliance outcomes
• Cost control and adherence to facilities budget
• Effective implementation of sustainability and smart building initiatives
• Positive feedback from executive stakeholders and business units

• This role requires a combination of strategic vision and operational excellence to manage a multi-site facilities environment within a dynamic, platform-driven enterprise.
• The Manager: Facilities (Client Experience) must demonstrate strong interpersonal and leadership skills to influence cross-functional teams and external service providers.
• The incumbent should have the ability to operate under pressure, manage multiple priorities, and deliver against tight deadlines in a fast-paced and evolving environment.
• Occasional travel may be required to inspect regional facilities, engage with service providers, and participate in platform expansion or refurbishment projects.
• The role contributes significantly to organisational culture by ensuring that workspaces foster productivity, collaboration, and a positive client and employee experience.

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