Senior Manager Property Operations

• Opportunity to lead and energise a dedicated team within Property Operations.

• Together we can invest in new areas and capabilities to support our business partners and clients.

• Flexible working arrangements available.

Team:

The Property Operations Centre acts as the first point of contact for all Facilities Management & Property related matters within the CBA Property Portfolio.

It is a Contact Centre environment and the majority of the work originates either via web based requests, over the phone or via the Nerve Centre Platform.

Maintenance Planning schedules and manages preventive maintenance obligations for the CBA Property Portfolio.

Impact and Contribution:

You will manage the Property Operations Centre (POC) with the Manager Property Operations including the resourcing, training and QA of Facilities Coordinator roles, management of scheduling, telephony and work order activity reporting, coordination of response to high priority incidents as well as providing an escalation point for coordinators and the wider property management team in relation to property service requests. In addition, you will lead the transition of the POC operations from a reactive contact centre to a proactive nerve centre.

Reporting to the National Operations Manager, you will also manage the preventative maintenance via CBA planning function to ensure compliance to contract and statutory requirements.

Your Responsibilities:

• Determine operational strategies by conducting needs assessments, performance reviews, and capacity planning, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

• Maintain and improve the Property Operations Centre by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.

• Recruit and manage employees, including the induction, training and monitoring of job contributions.

• Collate performance reports by collecting, analysing, and summarizing data and trends of the Property Operation Centre operators.

• Manage the preventative maintenance function via the CBA planning function ensuring compliance to statutory compliance, contract rates/increases, etc including the timely payment of suppliers.

• Implement and manage the customer experience survey process including collection of feedback and management of relevant action plans.

• Maintain professional and technical knowledge by tracking emerging trends in call /nerve centre operations management.

• Ensure induction and training of Facility Co-ordinators in POC process and systems.

Your skills and experience:

• A minimum of 5-7 years' experience in managing trade based, mission critical or facilities management service/monitoring desks.

• Tertiary qualifications in a related business discipline (Facilities Management or engineering).

• Strong knowledge of engineering services, various trade disciplines and facilities management.

• Detailed knowledge of property services infrastructure/operations including experience in contract administration/performance measurement.

• Highly developed ability to communicate with and influence both internal and external stakeholders at all levels. Strong people management and leadership skills.

• Exceptional customer service and problem-solving skills, with innovative solutions.

• Experience in using DMAIC and Lean Six Sigma will be considered favourably, but not essential.

Your Career:

If you live the values and demonstrate the people capabilities we can offer great opportunities. Whether you want to move across the organisation or up into a leadership role, the way you live the values and demonstrate the people capabilities are key. Use the capabilities required for this role as a guide to the critical skills and behaviours you need for your next move.

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.

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