Assistant Facility Manager

Role Purpose

This onsite role is to support all aspects of building operations within One Madison Avenue – New York with a primary focus on building occupant experience and client GRE customer satisfaction.

Reporting to the Senior Facilities Manager, this role will support to oversee traditional IFM services as well as an integrated service offering that creates memorable experiences within our client’s space that are a key differentiator for how the client’s organization is perceived and valued.

The individual in this role will be expected to provide superior client service while enhancing individual personal and professional skills. This Client facing role will be at the center of the action and requires the ability to be able to exhibit exceptional customer service and communication skills.

Key Responsibilities

• Work closely with Senior Facilities Manager, Facilities Manager, and our Client to understand the goals, objectives and focus areas for allocated Building Operations and Experience Services on the account.
• Utilize interpersonal and communication skills to lead, influence, and encourage others; advocate sound financial/business decision making; demonstrate honesty/integrity; lead by example.
• Anticipate and respond to needs and concerns of client and transform problems into opportunities
• Monitor and manage 3rd party vendor performance related to soft and hard services delivery.
• Proactively identify and escalate risks and issues at the account level (audit findings, client complaints, material vendor service issues, information security, any impact to the Account KPI’s)
• Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting and participating in the development of best practices at the IFM platform level including new tools, process re-engineering and other ideas that provide service delivery efficiencies.
• Support to establish challenging, realistic and obtainable goals to guide all aspects of site operations and performance.
• Support to develop and implement innovative programs, processes and procedures that reduce short- and long-term operating costs and increase productivity.
• Support to manage the operational implementation of customer experience focused services on the account, developing programs, tools and processes while integrating the underlying services.
• Support to develop and/or implement a customer experience training plan that enables exceptional service delivery.
• Support to achieve and exceed goals including performance goals, budget goals, team goals
• Support to establish and maintain sound management guidelines in accordance with client service level agreements and operating requirements.
• Support to achieve financial targets and key performance indicators.
• Support and encourage and build mutual trust, respect, and cooperation among team members.
• Standard hours are 11 a.m. to 7 p.m., with flexibility required for event-based scheduling