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To manage the assignment and resolution of all tenant’s service requests and complaints by outsourcing to the respective contractor, monitoring until completion and receipt of job card confirming case closure. In addition, prepare and manage any insurance claims upon notification of incidents reports, obtain quotations for repairs and handle until closure and settlement from the respective insurance company.  

Generic Accountability

Team Supervision

• Provide guidance and on the job training for junior colleagues and conduct knowledge sharing to facilitate achievement of team objectives and completion of tasks in an efficient manner consistent with operating procedures and policy.  
• Promote the organization's values and ethics in all activities within the team to support the establishment of a value driven culture within the bank group.

Budgeting and Financial Performance

• Monitor the financial performance of a given area of activity versus budgets and ensure all activities are carried out in line with the approved guidelines while promptly reporting on any variances to management.

Policies, Systems, Processes & Procedures  

• Provide inputs and implement policies, systems and procedure for the assigned team so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service.

Continuous Improvement

• Participate in the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.

Reporting

• Prepare sectional statements and reports timely and accurately to meet FAB Group and department requirements, policies and quality standards.

Job Specific Accountabilities

• Receive all incoming FM service requests and complaints and assign them to the respective contractor, updating the CMS with their details and contractor code.
• Log into CMS any service requests or complaints from walk-in tenants and follow the defined process as above.
• Monitor the cases to ensure they are completed within the defined turnaround time, follow up with contractors/engineers if there are any delays and escalate where necessary to expedite completion.
• Respond to tenants following up on any delays explaining the reason and the new projected completion date.
• Close the case file in CMS for service requests/complaints when receipt of job card/service report demonstrates completion.
• Send monthly/quarterly reports to contractors/engineers of any delayed/pending cases, copying the regional FM manager and the VP FM.
• Prepare and manage any insurance claims upon receipt of incident reports, sending photographs of damage etc.to the respective insurance company.
• Obtain quotations for repairs from contractors and send on to the insurance company.
• Monitor the completion of remedial works and send Discharge Receipts to the Insurance companies upon completion.
• Monitor and follow up on insurance claims where necessary.
• Prepare and send a weekly list of pending insurance claims to the VP FM.

 Minimum Qualification

• Bachelor’s degree in Engineering or Diploma in FM or MEP is preferable, or a Bachelor’s degree in Sciences (BS) or a related discipline.

Minimum Experience 

• Seven years’ relevant experience in engineering or maintenance department.