Senior Operations Manager

Job Purpose

• To oversee operational activities and to manage facilities while implementing best supplier and customer relationship management, O&M Optimizations & building energy services management.
• To improve the overall operational efficiency of the managed assets and to maintain high customer satisfaction, and help achieving Enova's business objectives.

Key Accountabilities

• Provide inputs to the development of the overall Site Operations strategy and participate in developing Enova's strategy in line with the vision, mission, and business objectives.
• Deliver the Operations Management strategy for Contractual Sites of the assigned assets while ensuring contractual commitments are successfully met.
• Participate and recommend actions to maximize the effective achievement of the Site Contract's objectives through leading the Site Operations team, by setting individual objectives, managing performance, developing and motivating staff, and providing formal and informal feedback and appraisals in order to maximize the subordinates' and the business unit's performance.
• Contribute and assist the Contract Manager in defining an optimum structure for the division so that resources are optimally utilized, and communication takes place in an efficient manner.
• Participate in the budgeting process for the Site Operations business unit and monitor financial performance versus the budget so that the business is aware of anticipated costs/ revenues, areas of unsatisfactory performance and potential areas of cost reduction are identified, and performance improvement opportunities are realized.
• Lead and manage Site Operations while ensuring the planning and allocation of all resources, and the implementation of the appropriate standards and controls to ensure that all activities are carried out in an efficient and effective manner to meet and exceed objectives.
• Discuss 'Site-Specific-Budgets' with customers including CAPEX for example, advise the customers on expenditures, opportunities for cost reductions, and the viability/ feasibility of changing/ buying assets (such as changing a chiller for example) to ensure customers' budgeting is as appropriate and as accurate as possible.
• Monitor SLAs for the portfolio of assets, and ensure that they are aligned to service delivery, customer expectations, and expectations from suppliers / service partners in order to achieve quality service delivery, effective supplier relationship management, and profitability.
• Monitor service delivery performance and participate in the evaluation of suppliers' performance to ensure the selection of appropriately qualified service providers/ contractors at the optimum price in order to deliver the expected quality of service.
• Monitor resource utilization for Site Operations to ensure that the right number and talent is available for running operations (civil works, mechanical works, electrical works, landscaping, building inspections, etc.), accomplishing targets, improving customer satisfaction, and achieving business objectives.
• Monitor and control the execution of maintenance contracts, review the preventive and corrective maintenance programs, and supervise the implementation by employees or assigned contractor(s) through reviewing reports and spot-checking as appropriate to ensure the provision of quality maintenance works to the assets/ facilities (including maintenance to BMS, chillers, generators, HVAC, IT, etc.).
• Monitor the process of quotation requests, and the preparation of Purchase Orders and Vendor Contracts, approve same, and ensure that the purchasing process is optimized to guarantee the provision of products/ services to the company/ customer on time and avoid any operational delays.
• Ensure that the Annual Leave Planer is completed to have a holistic view on forecasted leaves and employees' availabilities throughout the year so as to guarantee that the appropriate resourcing is done and that business operations do not get interrupted.
• Manage customers' expectations through clear communication and transparent work attitude in order to be consistent and to develop strong customer relationships.
• Receive escalated problems and complaints and ensure that the necessary support and maintenance work is provided to customers in a timely fashion in order to resolve customers' issues (pertaining to cooling, power, ventilation, plumbing, minor civil works, etc.) and maintain their high levels of satisfaction.
• Provide technical advice to customers and represent customers in technical interfaces with third parties (such as dealing with contractors conducting any construction work on premises while ensuring that they are delivering according to the agreement) as well as furnish customers with technical advice on improvement opportunities (such as reducing utility consumption and bills) in order to increase CSR awareness and contribute in achieving a greener environment.
• Recommending the revision of contracts' scope of work when Site conditions change.
• Ensures the monitoring of the subcontracting of works (such as fire systems, emergency lighting, water treatment, tank cleaning, Building management Systems, Tinnel Ventilation System, VFDs, etc.). Ensures that subcontractors fulfil their duties in an accurate manner and as per the agreed upon contractual clauses, and manage subcontractors' evaluations and negotiations while ensuring that chosen subcontractors are approved by the relevant authorities to guarantee compliance with the regulatory framework (such as any approvals needed from the Civil Defense Department for fire-fighting systems).
• Monitor physical and documentation audits being conducted on subcontractors to ensure that work is being conducted properly and that customers are being served with the highest quality standards, and take the necessary actions upon the detection of unreported/ undisclosed variations and/ or poor performance to safeguard the company against any liabilities.
• Ensures operational audits of staff and customers are conducted to gather feedback and monitor satisfaction in order to improve the Site operations and facilities management services.
• Monitor physical and documentation of teams inspections and ensure all findings are reported and closed as per set deadline.
• Develop and ensure the implementation of division policies, procedures, and controls covering all areas of activity so that all relevant procedural/ legislative requirements are fulfilled while delivering a quality and cost-effective service.
• Ensure operational compliance to all relevant quality, health, safety, and environmental management policies, procedures, and controls across the department to guarantee employee safety, legislative compliance, delivery of high quality products/ service and a responsible environmental attitude.
• Comply with / support the company asset management strategy applicable for its contract
• Achieve Zero Incidents and Lost Time Injuries.
• Ensure that all departmental reports are prepared timely and accurately and meet Site Contractual conditions as well as division requirements, policies, and standards.
• Perform other related duties or assignments as directed.

Qualifications, Experiences, & Skills

• Bachelor's Degree in Electrical or Mechanical Engineering, CMMS (Maximo) knowledge is also preferable.
• 10 – 12 years' experience in operations management including 4 years in a managerial role; exposure to Maintenance and Facilities Management especially in the areas of operations planning, HSEEQ, supplier relations management, client relations management, maintenance, and contract management.
• Exposure to transportation industry is a plus.
• In depth knowledge of laws and regulations as well as global best practices; decisiveness and judgment, innovative and conceptual skills, numerical and problem solving skills, communication and influencing skills, interpersonal and negotiation skills, planning and organizing skills, leadership and teamwork skills, mentoring and coaching skills, project management skills, computer proficiency, risk management skills, and multiple stakeholder management skills.