POSITION SUMMARY Reporting to the Director, Global Key Accounts and working closely with the Global Account Director as required, this role assumes full responsibility for the management of the account in China. They will be responsible for driving operational performance through leading and inspiring a team across multiple sites. The Key Account Manager will own the local client relationship and ensure high levels of customer satisfaction and have full P&L ownership so will be responsible for delivering financial targets. Facilitate effective transitions of new projects to ensure both ISS and client targets are met and maintain focus on contract transformation and working closely with the local client to convert more services into the baseline and grow the account in China. Manage a team of Site Managers to ensure the contract level targets are consistently met. Mentor and coach broader team to build capability and talent pipeline.

Key Result Areas:

Tasks

1. To act as the key interface between ISS and client senior representatives.

2. Build a strong and productive relationship with key stakeholders to ensure the Account is performing across all key metrics including Client satisfaction, Employee satisfaction, HSE and Financial.

3. To lead, inspire and develop a team across multiple sites to perform to a consistently high standard

4. Act as the escalation point for the account for all operational matters and ensure that issues are resolved in a timely manner

5. Manage the account P&L including working closely with the Director of Global Key Accounts and Finance Manager to drive financial performance

6. Work closely with HSEQ Manager to drive a safety culture across the contract and ensure the annual HSEQ Management plan is implemented

7. To plan, carry out and review on a periodic basis all work processes, workflow, operating procedures of soft services deliverable so as to ensure excellent customer satisfaction ratings are achieved according to the Master Service Agreement (MSA)and Local Contract Agreement (LCA)

8. To conduct periodic joint performance audits to ensure agreed key performance indicators are complied, achieved and exceeding the expectations of the client

9. Produce and present the monthly governance report and any other reports, surveys, benchmarking exercises as and required within the scope of the service agreement with the client

10. Develop eNPS and cNPS action plans and monitor to improve scores

11. To formulate and conduct site performance assessment policy, daily operation training and task instruction

12. To provide and manage corrective action and service requests as required and directed and ensure that all activities are documented

13. To work close with the Global Account Director and Global Operations team to ensure alignment between global and local account management as applicable

14. To comply with all company policies, procedures and standards

Requirements：

Bachelor’s Degree or above ·

Strong working knowledge of the FM industry in China gained through working with multinational clients · Exceptional communication skills, both oral and written ·

Fluent English language skills, written and oral ·

Ability to lead and inspire a team across multiple sites ·

Skilled in building strong stakeholder relationships including the ability to influence and negotiate ·

Strong leadership skills with the ability to inspire, develop and build a strong team ·

Excellent problem-solving skills with the ability to devise sound solutions ·

Ability to produce high quality written reports and presentations

Essential

Extensive experience in the FM industry managing multi-service contracts including soft and hard FM

Previous experience managing teams, ideally across a spread of geographic locations

Previous experience managing a P&L

Previous experience as a client interface

Previous experience presenting to small groups including clients and teams

Desirable ·

Strong analytical skills with the ability to identify trends and opportunities ·

Degree or part of completed at an overseas university

Previous experience in the Hospitality industry ·

Previous experience working with multinational FM clients, ideally gained from working overseas

上班地址：工业园区

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