Key Account Manager - Technical

Responsible for delivering the contract and to achieve the elements of the contract within the contract budget, agreed upon time schedules, statutory requirements, customer satisfaction, and promoting AFMS group performance and reputation with the Client.

Responsible for supporting AFMS group business development strategy, identifying and maximizing new business opportunities.

To be the lead interface with Clients, responsible for the delivery of operations, maintenance and reactive services including the management and inspection of specialist service of subcontractors.

Key Accountabilities/ Principal Responsibilities

Contractual Strategy and Management

1. Develop, agree and manage a robust strategy and annual plans for the contract, to meet the contractual requirements, as well as operational and financial business targets.
2. Ensure the contract is optimally structured, managed and populated to increase operational efficiency.
3. Focus on future direction of contracts, to include implementation of continuous improvement initiatives that strengthen the customer relationship to enable the success of future longevity of the contract.
4. Ensure a best practice framework is in place for the delivery of the contract, using processes, procedures and systems aligned to the company quality policy.
5. Conduct regular reviews of processes, procedures, plans, monitoring and taking action to ensure business targets are met, including submitting accurate and timely reports.

SLA Management, Compliance & Governance

Performance reporting to the Client.

Business Development

1. Develop strong market knowledge of existing and potential clients, and keep AFMS informed of business growth opportunities aligned to strategic objectives.
2. Provide in-depth analysis of markets, industry trends, competitors and clients to improve strategic planning and decision making.
3. Develop and implement relationship strategies to maximise opportunities for securing new business.
4. Identify new / future services that would provide AFMS with a competitive advantage or profitability.
5. Develop tender documents at a consistently high standard.

Customer, Community and Markets

1. Represent AFMS when meeting with the customer, stakeholders, and end user, in order to enhance the company reputation and foster a partnership approach to the relationship throughout the contract.
2. Lead customer service excellence and continuous improvement culture, so that the business remains at the leading edge of service delivery and value.
3. Maintain and develop strong relationships with the client and other stakeholders to secure the necessary support for the efficient performance of hard and soft service operations and maintenance.

Leadership

1. Meet the key performance areas according to the targets agreed upon in the areas of management of the client and contractor interface.
2. Manage and oversee the functional departments of hard and soft services operations and ensure performance is delivered to appropriate standards within agreed upon time frames and budget allocations.

Financial Management

1. Ensure business development strategies are in place, to deliver contract expansion aspirations in line with the business commitment.
2. Ensure effective financial management is in place to achieve turnover, profit and to meet legal requirements.
3. Report monthly on P&L and annual forecast.

Key Skills And Experience

1. Grade 12.
2. Ideally have a degree, or hold a professional qualification in Facilities Management / Business Management.
3. Minimum 8 year experience at senior management level, preferably in hard and soft FM services, with at least 5 years Contract Management experience.
4. Hard & soft services operational knowledge would be advantageous.
5. Must have extensive experience in leading a diverse, multi-cultured, multi-disciplined workforce.
6. Must have managed commercial and contractual elements.
7. Must have managed resources and sub consultants.
8. Must have working experience with managing budgets, including costs and profitability.
9. Advance computer skills including presentation material.

People and Management Skill

1. Strong leadership qualities and a confident decision maker.
2. Possesses the drive to oversee and take ownership of the activities of the business.
3. Must be a respected leader, and have the ability to work closely and in partnership with the clients and AFMS group senior management to ensure mutual success of both organizations and longevity of the contract relationship.
4. Excellent interpersonal skills in working with multicultural teams across all levels, with focus on tact, diplomacy and rapport building.
5. Highly effective communicate effectively in both written and verbal form.
6. Committed to professional and ethical values and standards.
7. Analytical reasoning ability and capable of making fast informed decisions on complex matters to ensure the continuity of service to the clients facilities.
8. Excellent financial, commercial, business development and HR Acumen to support the improvement of business performance.

Key Result Areas

1. Understand role of reporting to the business and client.
2. Understand role of managing staff to closely ensure output is aligned with business requirements.
3. Understand interworking with various teams to ensure client financial compliances.
4. Understanding that feedback and communication is critical to success.

Additional Responsibilities And Skills

The employee acknowledges that all duties performed will reflect on the client and will thus act in a professional manner at all times, as AFMS is a service provider, all necessary steps need to be taken to ensure that the service has been delivered according to client requirements, and to prescribed service levels.