Senior Facilities Manager (UK)

This job is with American Express, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you’ll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

The Senior Facilities Manager (SFM) will drive performance and achieve the best workplace experience and facility management service for American Express. You will be influencing the direction and strategic initiatives within the UK as part of the EMEA ‘Global Real Estate and Workplace Experience’ (GREWE) team.

The role will have variety and be focused on a range of building & facility management services within the UK, engineering, people management, FM & Workplace projects, contract governance and vendor management, including the development, monitoring and performance management of SLAs/KPIs within the defined UK locations. You will have exposure to a variety of stakeholders and have a fantastic opportunity to support and oversee contract and performance management across the team in the UK. You will ensure that the delivery of our facilities services is a premium and essential component of American Express’s ability to provide the best working environments for its customers and colleagues.

The SFM is responsible for ensuring that the workplace is safe and compliant to all Health and Safety regulations, and the FM vendors are delivering the wide range of services within the agreed and contracted SOW standards, generally the following (but not limited to) Janitorial, HVAC maintenance, energy and sustainability, mail & Scanning services, food & beverages services; all of which provide the basis of the great experience and working environment in which our colleagues operate.

How will you make an impact in this role?

• Customer & Colleague Relationship Management:
  • The SFM will work closely with WPS and Relationship Leaders (RL) at defined locations, ensuring channels of communication are in place to facilitate regular and meaningful dialogue, this will include direct and indirect communication with; Country Leadership Teams, Business Unit and Finance leaders; as well as key customers & stakeholders regarding the FM services being delivered, identifying issues in a proactive manner and driving resolutions where required.
  • Advertises and promotes these services within the defined UK locations and is responsive to changing customer needs whilst working within AXP and GREWE policies, SOP’s and scope of works (SOW’s).
  • Act as the escalation point for problem resolution for internal customers concerning all FM operational standards and aspects of service delivery by Third-party service partners and GREWE’s Design & Construction, Facilities Management (DCFM) Services.
• Vendor Management:

  • The delivery of Facilities Services and Workplace Experience is generally provided through the use of third-party vendor partners. A key responsibility of this role is to ensure vendor & performance management to deliver best in class services. The role requires working closely with the General & Facility Managers to ensure effective performance management processes, including VPM’s, SLAs/KPIs, are in place and adhered too. 

  • The role is also responsible for ensuring vendors comply to all American Express processes & procedures, you will need to ensure adherence to SOP’s.
  • Additionally, the position will support periodic RFPs for Facilities Services and Workplace Experience and the on-going development of service specifications (SOWs), contract amendments and negotiations in conjunction with Global Supply Management teams.
• Risk and Regulatory Compliance:
  • The role will be the GREWE nominated representative in the defined location in terms of American Express governance and risk on all FM operational aspects and will work closely with the Global Workplace Safety (GWS), Workplace Services (WPS) and Design and Construction (DC) teams to ensure compliance to legislation, codes, directives and regulatory guidance, Acting as Duty Holder. In particular, the SFM will ensure third-party service partners deliver their obligations in terms of SOP’s, health and safety compliance, maintaining risk registers, save systems of work including permits and statutory requirements for onsite works, compliance to space standards legislation, fire certification updates, updating of building records management system and all documentation regarding compliance issues and nonconformance resolutions.
  • GREWE Oversite of third-party service partners Business Continuity Plan (BCP) in resident markets and ensure its effectiveness by executing planned BCP scenario exercises, developing and supporting our core business units’ operations.
  • The SFM will represent GREWE in the Crisis Response Team (CRT) for all incidents and activities.
• Financial Management:
  • The position is responsible for overseeing the Facilities Services and related finances for the designated locations including management of financial data collection and analysis via third-party party service partners to ensure costs remain within agreed limits and forecasts. The position will oversee the analysis of facility operational budgets and vendor financial performance, ensuring key risks and opportunities are highlighted and reported on a monthly basis; provide forecast updates, variance explanations and bottom-up operating budget calculations as required. This will include liaising with GREWE Finance and Commercial Management regarding financial information relating to space, budgets, business unit costs, and financial systems compliance.
  • The SFM will be responsible for work order, purchase order, invoice approval and CPC validation (and/or other payment methods) in accordance with AEMP01 and for overseeing CPC reconciliations by third-party service partners. Support the preparation of timely and meaningful capital plans, asset registers, and operational business demands for the FM and property management.

Minimum Qualifications

• Experience in the Facilities Management field, qualified in an engineering discipline and/or equivalent Facilities service management (IFMA, IWFM).
• Experience in people leadership, specifically leading outsourced third-party teams working within a matrix environment, and experience of managing Facilities Services both in the resident country (UK) and in other EMEA countries is highly desirable
• Strong relationship management skills and the ability to communicate effectively at all levels and influence others, together with excellent written and spoken English is a critical need of this position.
• Ability to communicate in designated country and multiple European languages is beneficial as you may on occasions be running other EMEA operations from a defined location but also encompass other EMEA countries as required.
• Knowledge and experience of budget and finance management, including capital planning, accrual and forecasting processes, analysis of financial risks and opportunities is required.
• Self-starter, analytical, numerate, tenacious with the ability to work under own initiative as the position has a high level of autonomy at country level.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones’ physical, financial and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counselling support through our Healthy Minds program
• Career development and training opportunities

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

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