Head of Operations

Recruitment Manager @ Enova by Veolia

To manage the facilities and operations within the assigned portfolio of assets / buildings in the Kingdom of Saudi Arabia (KSA) while implementing best supplier and customer relationship management, facilities management, building energy services management, maintenance, and contract management practices that improve the overall operational efficiency of managed assets, maintain high customer satisfaction, and help achieve the company's business objectives.

Key Accountabilities

• Provide inputs to the development of the overall division strategy and participate in developing the KSA business unit strategy in line with the vision, mission, and business objectives of the company.
• Deliver the Operations Management strategy for the KSA portfolio of assets while ensuring contractual commitments are successfully met.
• Manage the effective achievement of the business unit’s objectives through leading the Operations team in the KSA, by setting individual objectives, managing performance, developing and motivating staff, and providing formal and informal feedback and appraisals in order to maximize the subordinates’ and the business unit’s performance.
• Contribute and assist the General Manager in defining an optimum structure for the division so that resources are optimally utilized and communication takes place in an efficient manner.
• Recommend and oversee the budget for the Operations business unit and monitor financial performance versus the budget so that the business is aware of anticipated costs / revenues, areas of unsatisfactory performance and potential areas of cost reduction are identified, and performance improvement opportunities are realized.
• Lead and manage the KSA Operations department while ensuring the planning and allocation of all resources, and the implementation of the appropriate standards and controls to ensure that all activities are carried out in an efficient and effective manner to meet and exceed objectives.
• Discuss “Side-Specific-Budgets” with customers including CAPEX for example, advise the customers on expenditures, opportunities for cost reductions, and the viability / feasibility of changing / buying assets (such as changing a chiller for example) to ensure customers’ budgeting is as appropriate and as accurate as possible.
• Develop and monitor SLAs for the portfolio of assets, and ensure that they are aligned to service delivery, customer expectations, and expectations from suppliers / service partners in order to achieve quality service delivery, effective supplier relationship management, and profitability.
• Monitor service delivery performance and lead the evaluation of suppliers’ performance within the KSA to ensure the selection of appropriately qualified service providers / contractors at the optimum price in order to deliver the expected quality of service.
• Monitor resource utilization within the KSA to ensure that the right number and talent is available for running operations (projects, civil works, mechanical works, electrical works, landscaping, building inspections, etc.), accomplishing targets, improving customer satisfaction, and achieving business objectives.
• Monitor and control the execution of maintenance contracts, review the preventive and corrective maintenance programs, and supervise the implementation by employees or assigned contractor(s) through reviewing reports and spot-checking as appropriate to ensure the provision of quality maintenance works to the assets / facilities (including maintenance to audio visual equipment, BMS, chillers, generators, HVAC, IT, etc.).
• Attend all coordination meetings with the tenants and contractors to discuss the progress of the fit out works and collect the required documentation, carry out an overall inspection after the completion of the fit out works, prepare the snag lists, and follow up on all rectification works needed.
• Monitor the process of quotation requests, and the preparation of Purchase Orders and Vendor Contracts, approve same, and ensure that the purchasing process is optimized to guarantee the provision of products / services to the company / customer on time and avoid any operational delays.
• Ensure that the Annual Leave Planer is completed to have a holistic view on forecasted leaves and employees’ availabilities throughout the year so as to guarantee that the appropriate resourcing is done and that business operations do not get interrupted.
• Manage customers’ expectations through clear communication and transparent work attitude in order to be consistent and to develop strong customer relationships.
• Receive escalated problems and complaints from the Call Centre and ensure that the necessary support and maintenance work is provided to customers in a timely fashion in order to resolve customers’ issues (pertaining to cooling, power, ventilation, plumbing, etc.) and maintain their high levels of satisfaction.
• Escort customers on daily tours within the premises / facilities, listen to any feedback or complaints they might have, and delegate any work needed to the subordinates in order to provide customers with the necessary civil, mechanical, electrical, etc. support and maintenance support.
• Provide technical advice to customers and represent customers in technical interfaces with third parties (such as dealing with contractors conducting any construction work on premises while ensuring that they are delivering according to the agreement) as well as furnish customers with technical advice on improvement opportunities (such as reducing utility consumption and bills) in order to increase CSR awareness and contribute in achieving a greener environment.
• Manage the implementation and improvement of policies, guidelines, and processes for contract management and administration to ensure standards are set so that all business requirements are fulfilled while delivering a quality service to customers in line with the corporate strategy.
• Manage the process of revising contracts’ scope of work, renewing the contract while recommending changes, conducting pricing, and negotiating the contract with the customer while coordinating the Terms & Conditions of the contract with the Legal department to ensure alignment with internal policies and any external laws and regulations.
• Lead and monitor the subcontracting of works (such as fire systems, gas, emergency lighting, vertical transportation, water treatment, tank cleaning, etc.), ensure that subcontractors fulfil their duties in an accurate manner and as per the agreed upon contractual clauses, and manage subcontractors’ evaluations and negotiations while ensuring that chosen subcontractors are approved by the relevant authorities to guarantee compliance with the regulatory framework (such as any approvals needed from the Civil Defense Department for fire-fighting systems).
• Ensure effective planning and implementation of HSEEQ inspections and audits in order to meet regulatory requirements and company standards.
• Monitor physical and documentation audits being conducted on subcontractors to ensure that work is being conducted properly and that customers are being served with the highest quality standards, and take the necessary actions upon the detection of unreported / undisclosed variations and / or poor performance to safeguard the company against any liabilities.
• Lead the audits of staff, customers, and suppliers to gather feedback and monitor satisfaction in order to improve the operations and facilities management services the company provides in KSA.
• Develop and ensure the implementation of division policies, procedures, and controls covering all areas of activity so that all relevant procedural / legislative requirements are fulfilled while delivering a quality and cost-effective service.
• Ensure compliance to all relevant quality, health, safety, and environmental management policies, procedures, and controls across the department to guarantee employee safety, legislative compliance, delivery of high‑quality products / service and a responsible environmental attitude.
• Ensure that all departmental reports are prepared timely and accurately and meet KSA division requirements, policies, and standards.
• Present the Board as per requirements for reporting, controls, corporate governance, deployment of strategy. Act as an advisor to the board.
• Perform other related duties or assignments as directed.

Qualifications, Experiences, Skills

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