Workplace Service Delivery Associate Manager

Job Description for - S&C GN - CDI

Position Title: Associate Manager – Workplace Operations (Level 8)

Location: Coimbatore

Employment Type: Full Time

Must have skills: Team management, Stake holder management, Analytical skills, budget management, service management, vendor management

Good to have skills: Engineering and Maintenance understanding

Experience: 10 years + of Facility Management experience

Educational Qualification: Any degree with additional certification will be added advantage

About CF/S&C

Corporate Functions include Human Resources, Finance, Legal, Marketing Communications, and Workplace Solutions—that power Accenture's people across industries and functions to keep our business leading in the New. Join the heart and soul of Accenture, partnering with our extraordinary people to bring innovation into every organization. 

About Accenture: 

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, the company offers Strategy and Consulting, Song (Interactive), Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. With net revenues of $64 billion for 2023, their 774,000+ employees deliver on the promise of technology and human ingenuity every day, serving clients in more than 49 countries and over 200 cities.

Roles & Responsibilities:

• Integrated Facilities Management
  • Plan and manage workplace operations for the assigned locations. Manage operating and capital budgets for geography or location. Ensure Workplace business operations meet or exceed service level requirements and corporate standards.
  • Ensure operational activities related to environmental requirements in collaboration with the Environment Lead and their support team are completed. Leverage tools to improve quality of services, including office meters, sensors and SLA tracking.
  • Actively be part of managing the day-to-day facilities operations and review the performance as per schedule. Drive the Service Partner to execute the deliverables as per the agreed scope of works.
  • Actively participate in delivering the services along with tracking the service delivery performance of the service partner. Performance Governance to be ensured through KPI’s and ensuring all service issues or quality related concerns are reflecting in the OLA Score Card by resetting the Weightages and Targets, so as to drive constructive improvement in service levels
  • Ensures location team delivers daily onsite facility management services including asset management, engineering, building & maintenance, cleaning, office services, mail delivery, logistics and storage services. Carry out tasks according to local and global guidelines.
  • Continuously focusing on the area of weakness and improvising this area for smooth function the process and support team; Coordinating and making use of organizational resources sensibly; controlling corporate activities and helping improve the efficiency of employees.
  • Service Delivery needs to be tracked across IFM contract
  • Plan and Set up Daily/Weekly/Monthly and Quarterly connects with the services partner pyramid hierarchy and to drive high performance.
  • Tracking the assigned facilities budgets along with site operations team and Commercial Team for effective management of the same.
  • Deploy changes to global policies, operating models, and practices.
  • Ensures service delivery within agreed speed, quality, and cost through effective people management. He / She manages various stakeholders across the organization and provide additional value through process improvement ideation and execution
  • Achieving the objectives and vision set by the organization; Encouraging employees to be creative and ensure their welfare
  • MIS and Reporting requirements to be well documented, with supporting report formats, and the timelines for the circulation of the monthly and quarterly reports to be calendared
• Mechanical & Engineering Services
  • Keep a track on Service Partners performance by reviewing the uptime of all Engineering Infrastructure as per agreed OLA’s
  • Actively participate in drawing up R&M. Opex and Capex Initiatives to ensure we are sailing a safe ship
  • Actively involved in monitoring M&E Opex and Capex Budgets and ensuring the budgets are efficiently deployed
  • Extend all required support to fulfill Sustainability and Risk Mitigation Initiatives
• Client Governance (CRM)
  • Connect with respective Business Leadership PoC’s (DU Leads, Community Leads, SDL’s and MD’s) through a structured CRM Program for your facility(s). Present key delivery metrics and the team’s performance against these KPIs’
  • Tracking, addressing and closing issues/ escalations within a reasonable timeframe (SNOW, M&E, Events, Travel, etc.)
  • Ensuring that the team draws up a monthly calendar for Bay Walks, Town-halls and Focused Group Discussion and the same are well represented by WP Teams at their respective location
• Corporate Real Estate (CRE)
  • Stay connected with Landlord team on all operational matters from your assigned facilities, ensure that you connect with them at least once in a month.
  • Ensure all contractual obligations are being fulfilled by both parties
  • Escalate to RE Operations Lead, for any Builder/ LL related issues or non-compliances to the agreed terms and conditions in us RE MSA or CAM Agreement, so that formal recourse can be initiated by CRE Team
  • To actively supervise Real Estate “Disposition” process and extend all necessary to support to WP FL, CRE PoC, Controllership and Procurement to ensure risk free handover and formal process closure
  • If assigned, to participate and be actively involved in RE New Site Selection Process
• Statutory Compliance
  • Consistently and persistently review all Third-Party Vendor (TPV) Partner Statutory Compliance requirements. Workplace Lead will be totally accountable for non-compliance to these deliverables
  • Coordinate with all stakeholders/ teams who are party to this process: Contract Management; Legal, Human Resources, TPV, AEE, Commercial, etc.
• Audits
  • Will have to personally participate and provide appropriate details and guidance for all types of audits covering across the length and breadth of Workplace Operations
  • Audits could include Internal, Client and Third Party Statutory and Non-Statutory Audits (like: ACN Internal Audit, Functional Audit, Client Audit, KPMG Audit, Labor Commissioner Audit, Process Audit – ISO, etc.)
• Team Development
  • Workplace Lead would be totally accountable on right sizing their respective team(s) including extended Vendor Partner Teams for their respective facilities.
  • Ensure that all team members, both direct and extended TPV Service Partner Teams complete their mandatory trainings requirement well within the prescribed timelines
  • Timely action on Performance Management Processes, which includes, timely feedback to team members to ensure they are effectively delivering their responsibilities as per Priorities and Objectives agreed
  • Team events are undertaken timely, to ensure their engagement levels are well maintained and is in line with Functional Engagement Target

Professional & Technical Skills:
presentation skills, communication skills along with computer knowledge like MS office 
Handling ISO audits, certification audits.