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合同Contract
?全面理解合同條款、服務(wù)范圍和顧客期望，努力滿足客戶需求
Understands
the contract terms, conditions, service scope and client’s expectations at a
detailed level, makes great efforts to meet customer needs
?有效調(diào)配資源，在滿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
?為客戶在合同約定之外的服務(wù)需求提供建議書并協(xié)商報價
Prepares
proposals and negotiating profitable compensation for requested work outside
the original contract
?確保各項工作符合合同約定
Ensures
that work perform is covered by the contract

客戶Client
?和客戶緊密合作以確保滿意度。根據(jù)工作計劃，收集、理解和管理客戶期望。
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
?制定客戶業(yè)務(wù)計劃，從而為客戶建立積極主動的戰(zhàn)略目標，在此基礎(chǔ)上執(zhí)行方案和計劃。
Establishes
a business plan to capture the strategic initiatives and targets for the
client and the activities and actions to deliver on these
?定期與客戶進行業(yè)務(wù)回顧以確?？蛻舻钠谕c所提供服務(wù)保持一致性，及時匯報活動、趨勢、花銷及改進情況
Periodically
conducts business reviews with the client to ensure alignment between
expectations and delivery, reports regularly on activity, trends, spend,
improvement initiatives
?權(quán)衡和管理關(guān)鍵收益結(jié)果的交付情況，確保與設(shè)施計劃和顧客期望及商業(yè)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
?向顧客展示提升業(yè)績的商業(yè)案例，包括顧客滿意度和生產(chǎn)力、過程改進和資產(chǎn)使用、安全、生產(chǎn)力和循環(huán)利用等情況
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

營運管理Operational
Management
?執(zhí)行客戶相關(guān)政策，業(yè)務(wù)流程和標準
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，確保安全目標的實現(xiàn)或超越
Establishes
the account safety program and ensures that all safety program goals and
objectives are met/exceeded
?建立流程/績效管理方法，在質(zhì)量控制、活動、安全、成本和顧客滿意度的表現(xiàn)和趨勢方面進行追蹤、分析并提供報告
Establishes
procedure performance metrics; tracks, analyses, and reports performance and
trends in terms of quality, activity, safety, cost, and customer satisfaction
?建立和管理緊急事件、連續(xù)性業(yè)務(wù)、事件管理計劃及包含政治匯報的流程，并確保與客戶和世邦魏理仕指導方針相一致。
Establishes
and manages an emerging issue, business continuity and incident management
plan and process including reporting regime in line with client and CBRE
guidelines
?為服務(wù)團隊提供技術(shù)和管理指導，合理利用資源，努力提高客戶的滿意度并降低成本
Provides
the technical and management direction for all facility management services
teams and taps into our resources to reduce cost and increase satisfaction
?與同事共享改進過程
Shares
process improvements with peers
?指導服務(wù)團隊解決營運中出現(xiàn)的問題和挑戰(zhàn)
Provides
operational leadership in problem solving and decision making to ensure that
account issues and challenges are resolved proactively
?提供客戶所需的報告 (月度報告/KPI報告/整改報告)
Provide
reports which client needs (monthly report/KPI report/Improvement report)
?主動巡檢,保證客戶現(xiàn)場的服務(wù)質(zhì)量和客戶滿意度
Inspection
actively to ensure the quality of on-site services and customer satisfaction
?人員培訓
Training
for on-site employees
?持續(xù)改進現(xiàn)場服務(wù)質(zhì)量
Continuous
improvement of the services quality

人力資源管理HR
Management
?為每一名團隊成員制定績效指標并定期進行總結(jié)
Conducts performance reviews and goal-setting with key site resources
and each employee under the direction
?在人力資源部的協(xié)助下，招募合適的員工
Recruits the suitable key management staff for team with the help of
HR Dept.
?建立和領(lǐng)導一支高度敬業(yè)的團隊
Establishes and leads a highly engaged account team
?發(fā)展和實施詳細的人員發(fā)展和接替計劃
Develops and implements a detailed succession and people development
plan
?與項目的全體員工建立及時、有效的溝通，從而建設(shè)強有力的雙贏關(guān)系
Provides timely and effective communications with all employees within
the project in order to build strong win-win relationship
?定期與管理層人員交流分享重要信息
Communicates regularly with management to share critical information
?建立適合本部門的培訓方式，培訓、指導團隊員工，幫助他們不斷提高
Establishes a site base training plan and trains and coaches the team
to achieve the development
?按照正規(guī)的發(fā)展計劃，對實施副經(jīng)理進行培訓、發(fā)展。確保為他們傳授正確的經(jīng)驗、知識，為成為一名合格的實施經(jīng)理做好準備。
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 專業(yè)技能
Professional
skills
2
廣泛的客服知識
Extensive
knowledge in customer service
2
書面溝通能力
Written
communication skills
2
出眾的分析能力
Outstanding
analyzing capacity
2 職業(yè)敏感度
Career awareness
2 風險管理能力
Risk
management capability
n 通用技能
General
skills
2 良好的傾聽、演講和溝通技巧
Good
listening, presentation and communication skills
2 良好的團隊意識
Good team
spirit
2 較強的領(lǐng)導力和執(zhí)行力
Strong
leadership and execution ability
2 普通話發(fā)音標準
Good
Mandarin pronunciation
2 英語口語及書寫流利
Fluency in
spoken and written English
2 基本的電腦辦公軟件（Word，Excel）操作能力, 能進行數(shù)據(jù)分析
Basic
computer skills (office software – word, excel) and data analysis


Qualifications
and Education:

n 教育背景
Education
Background
2
本科或等同學歷. 英語8級
2
技術(shù)、企業(yè)管理、酒店管理、工業(yè)管理專業(yè)
Major
in Technical, Business Management, Hotel Management or Industrial Management discipline

n 工作經(jīng)驗
Working
Experience
2
5年以上設(shè)施支持及維護領(lǐng)域管理經(jīng)驗，餐飲管理經(jīng)驗佳
5
years and above of management/supervisory experience in the facilities
support and/or maintenance operations，
catering service experience is a plus