Service Excellence Manager

**Drive operational efficiency and compliance across all of Stockland’s assets**:

- **Permanent, full-time role, based in Sydney**:

- **A sustainable, community minded and ethical property company**

A new opportunity has arisen for a Service Excellence Manager join the team at our Sydney CBD office. This role will assist with the operational delivery of safe, compliant, functional, profitable, efficient and well-presenting Office, Logistics and Business Park assets through the integration and management of people, product (assets & technology) and processes.

We are looking for someone with experience in a similar role, or an experienced Facilities Manager/Property Manager looking to take on their next challenge.

**The Opportunity - About the Role**

Reporting into the Senior Manager for National Operations, this role is responsible for the development and implementation of a 1st Line Operational Compliance Framework and will involve reviewing Facilities Managers’ and Property Managers’ procedures to ensure compliance and improve efficiency. You will work across all asset classes, with an initial focus on commercial and retail assets.

**Key Responsibilities Will Include**
- Assist the Risk Team to maintain the WH&S Management System to ensure all 1st Line policies and procedures remain up to date with relevant legislation, regulations, and Australian standards.
- Contribute to the development and implementation of the Assets & Operations’ strategy across Group.
- Working closely with the National Operations Manager across Capital Works & Operating expenditure planning and reporting.
- Assist the owner of the SAP system and its interface into the Tenant Service Request (TSR) system.
- Procure and coordinate Site Specific Risk Assessment activity at each and every Stockland asset at least annually.
- Monitor and review all reported incidents and arrange appropriate risk minimisation measures where required.
- Conduct regular inspections of typical properties and maintain records of any risk areas ensuring notification to relevant stakeholders as required.
- Providing monthly, quarterly and annual reporting.
- Support supplier enablement efforts by approving vendor requests and ensuring suppliers receive electronic POs and submit electronic invoices.
- Management of data information for resource optimisation and operational management - set-up exemption reporting and performance monitoring communication with facilities teams.
- Ensure that all services (both Tenant and Landlord) are being reviewed and coordinated in a timely, efficient manner, taking into account both conformance with the contract scopes and property management agreements.
- Ensure that adequate documentation and training is provided to site teams in relation to risk management systems and processes to facilitate the ongoing operation of properties.
- Support Procurement Manager in driving collective buying power by leveraging the Group portfolio of assets when tendering services.

**About You**
- Bachelor degree in Building, Engineering or Facilities Management (desirable)
- FMA, PCA or TAFE Certification in Property or Facilities Management (required)
- Training in current WHSE and QA legislation (required)
- 5+ years’ experience in the property and asset management industry, preferably in Facilities, Operations.
- Sound commercial acumen with experience managing a large spend across a diverse business and supplier base.
- Strong customer service ethos with excellent stakeholder management skills.
- Sound project management skills & results-oriented approach, with experience managing multiple tasks and projects to tight timelines.
- Ability to improve business performance and work collaboratively with suppliers.

**The Stockland Proposition**

At Stockland we are a community delivering outcomes that benefit the community at large. We work collaboratively and inclusively, building strong working relationships. Our portfolio is diverse and so are the opportunities for professional and career development. We are committed to providing our people with broad experiences to build a successful career.

We recognise the importance of flexibility and work life-quality and over 80% of our employees have informal or formal flexible work arrangements. Additionally, Stockland has a strong commitment to achieving the best outcomes through an inclusive and collaborative culture. Our customers come from diverse backgrounds and we want our teams to reflect this.

We offer competitive remuneration and benefits. Benefits include free to access or subsidised lifestyle, health, well-being and financial services products.

As part of the recruitment process, you may need to undergo a pre-employment medical assessment to assess your ability to perform the requirements of the role.