Director Facalities Management Job in American Express Company.

Job Description

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we re supporting our customers financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what s possible and we re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.

About GREWE

Global Real Estate and Workplace Experience (GREWE) is the global team at Amex that is responsible for the full lifecycle of planning, execution and operations of Amex offices globally. GREWE supports over 65,000 Amex colleagues and contractors in over eight million square feet of property located in 41 countries. Our real estate portfolio consists of large full-service campuses, office buildings, sales offices and airport lounges. The sites may be owned, leased or be occupied through a serviced space arrangement.

Amex treats Real Estate as a company asset, centrally managed, decisioned and budgeted at the highest segment results P&L. GREWE has global financial responsibility for Real Estate and is part of the broader global business services (GBS) organization which delivers critical shared services to colleagues across the entire enterprise.

We work in close collaboration with stakeholders in Colleague Experience Group (CEG), American Express Technology (AET), Global Security (GS) as well as rely extensively on our network of vendor partners to deliver a safe, productive and desirable work environment for all the Amex business units and users that work in our offices.

GREWE Goals

GREWE seeks to be a proactive and flexible enterprise function supporting Amex growth and colleague experience. The entire team is focused on delivering against the following common goals that are linked to specific initiatives and metrics across different regions and functions within the team:

• Proactively enable long term enterprise growth and profitability
• Be the workplace of choice in all markets and across all functions
• Continuously improve delivery efficiency, flexibility and speed
• Build and manage the best team as one GREWE (including our vendor partners)
• Consistently manage compliance, fiscal performance, risk and safety globally

Culture

At Amex, employees view each other as colleagues part of the same team, striving to deliver the brand promise to customers and each other every day. Individual performance is essential and valued, but never at the expense of the team. Amex is a diverse and inclusive company and serves diverse customers. Amex believes it is a better company when employees feel included, valued and able to trust colleagues who respect each other for who they are and what they contribute to the collective success. The GREWE team believes that the workplace reflects and shapes Amex culture. Through our products and services, we continuously foster the Amex brand, culture and values across all our diverse regions.

Amex India Operations

India is the second largest region (after North America) in terms of company headcount with over 18,000 colleagues and contractors. Approximately 14,000 of this staff is housed in three buildings in Gurgaon with additional significant presence in Bangalore, Mumbai and Chennai. Many other small sales offices are also located in other major Indian cities. The Gurgaon offices house every Amex business and support multiple critical global functions on a 24x7 basis.

GREWE supports a full-service 24x7 operation in India that includes the entire colleague journey from the point they leave their home, full day in the office and the trip back home. Specific functions include:

• An extensive transport operation that provides point to point service for our colleagues
• Soft Services
  • Dining Services Food and beverage
  • Meeting / training
  • Reception
  • Transport
  • Colleague communities
• Hard Services
  • Facilities Management
  • Janitorial
  • Moves/ Adds / Changes
  • Repairs and maintenance

Additionally, GREWE is also responsible for the delivery of a new 1 Million SF owned campus in Gurgaon that is scheduled to open in 2023, other capital projects and leasing transactions that are necessary to support the continued growth of Amex businesses in India.

Job Description

Reporting to the GREWE VP Regional Operations (India), GREWE Director Facilities Management (India) will be responsible for building & facility management services, engineering, FM projects, contract governance and vendor management, including the development, monitoring and performance management of SLAs/KPIs within the defined locations (Building, country/countries and region).

The Director and team will be a key stakeholder within all aspects of the real estate management lifecycle for the facilities that American Express employees occupy or will occupy (new Sites) across the India region.

To ensure seamless delivery of the workplace experience s/he collaborates closely with other regional and global GREWE functions (transaction management, design and construction, transport, workplace services, etc.), CEG (medical, benefits, etc.), Global Security Services, Regulatory Agencies, Country Leaders, and Country Executive Teams/Boards. The success of this role is measured through regulatory and service level conformance, employee satisfaction surveys, risk mitigation (Assessments and Inspections), incident ratings, and financial performance.

S/he is responsible for overseeing the creation and implementation of our standard operating procedures that will be used for reporting, compliance, executing and supporting the India delivery of FM services / projects and support of workplace services. This individual is a proactive, solutions-oriented leader who will have responsibility for the GREWE India portfolio as well as the management of several vendors and outsourced service providers. At its core, this role leads a high-impact services function supported by professionals with significant technical and interpersonal skills.

While the responsibility to provide a safe, secure and productive workplace that meets all necessary regulatory requirements is a given, s/he will need a service excellence and hospitality mindset to drive the GREWE goal of making Amex the workplace of choice for all our businesses and colleagues in every market. Innovations and improvements to enhance the colleague experience will need to be locally relevant while furthering the global Amex culture and brand. S/he will also need to have rigorous analytical and financial skills to drive creative solutions that focus on value generation and capture unique market opportunities.

The Director will be based in Gurgaon and will have direct reports across multiple cities in the India region. S/he will be responsible for the engagement, development, recruitment and retention of GREWE facilities management talent as well as vendor management to assure that Amex always attracts the best talent in the market.

Main Activities:

Customer & Colleague Relationship Management for GREWE Facilities Operations:

• The position is the relationship leader for Global Real Estate and Workplace Experience (GREWE) facilities operations in the defined locations, ensuring channels of communication are in place to facilitate regular and meaningful dialogue with Country Leadership Teams, Business Unit and Finance leaders and key customers regarding services being delivered, identifying issues in a proactive manner and driving resolutions where required.
• Advertises and promotes these services within the defined locations and is responsive to changing customer needs whilst working within AXP and GREWE policy and scope
• Act as the escalation point for problem resolution for internal customers concerning all operational aspects of service delivery by Third-party service partners of GREWE s Facilities Management Services
• Collaborate closely with other regional and global GREWE functions such as global planning and administration, transaction management, design and construction, workplace services, workplace safety, finance operations, etc. and other non-GREWE functions such as security, medical, technology, etc. to deliver a seamless workplace experience to our colleagues.

Vendor Relationship Management:

• The delivery of Facilities Services is generally provided through third-party service partners. A key responsibility is therefore vendor management and to drive vendor performance to deliver best in class services.
• Consistent, active and timely management of service partners, driving performance through the establishment, monitoring, reporting and management of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs.)
• Additionally, the position will support periodic RFPs for Facilities Services and the on-going development of service specifications (SOWs), contract amendments and commercial negotiations in conjunction with Global Supply Management teams.

Risk and Regulatory Compliance:

• Directs services and maintenance regimes throughout India via direct reports and vendors to ensure compliance to legislation, codes, directives and regulatory issues on both a local and regional level.
• Ensure the maintenance of a current building records management system.
• Ensure the maintenance and updating of all documentation regarding compliance issues and resolutions.
• Maintain regular contact with Health and Safety, Human Resources, Workplace Services and Security departments to ensure consistency in the market.
• Ensure the maintenance of a risk register including permitting and statutory requirements for on site works in progress, health and safety compliance, compliance to space standards legislation, fire certification updates based leasehold improvement projects and building population shifts.
• Maintain a Business Continuity Plan (BCP) for GREWE team in resident market and carry out annual exercises to ensure plan is meaningful and effective. Works with the GREWE Global Business Continuity Manager to deliver same; and to develop further BCP scenarios identifying how GREWE will provide essential facility related support to the business continuity plans owned by the core business.
• GREWE Oversite of third-party service partners Business Continuity Plan (BCP) in resident market and ensure its effectiveness by executing planned BCP scenario exercises, developing and supporting our core business units operations.
• Ensure direct reports deliver Business Continuity Planning for their resident markets.
• The Director will ensure GREWE representation in the Crisis Response Team (CRT) for all incidents and activities.

Personnel Management AXP Staff

• Manages a team of Facility Managers within India managed sites, each of whom is responsible for total facility services in their resident market(s).
• Ensure effective performance management processes (PMP) are in place and adhered to including but not limited to mid and year end appraisals, employee development management, coaching, training, on the job and off, participation in CSAT and delivery opportunities for development through stretch targets.
• Drive performance to deliver best in class facilities services to the customer.
• Ensure matrix teams work to one team principles in market, and regionally.
• Manage own direct reports PMP requirements in a proactive and engaged manner.
• Work with Amex partners HR, Security, Branding and sourcing to provide best customer service.
• Provides front facing role for senior customer liaison (Country Manager & LFO) on all aspects of service delivery.
• Ensures the Crisis Response Team (CRT) has GREWE representative in each market.

Financial Management;

• Manage building related finances for the India market to ensure timely and cost-effective delivery of services
• Analyse building budget performance, ensuring key risks and opportunities are highlighted and reported on a minimum monthly basis; provide forecast updates, variance explanations and bottom up operating budget calculations as required
• Maintain financial records for energy management and review; negotiation in conjunction with Global Procurement
• Maintain financial records for all contracts
• Liaise with Regional GREWE Finance Operations, located in the India, regarding financial information relating to space, budgets, business unit costs, and financial systems compliance.
• Manage financial data collection and analysis via 3rd party service partners.
• Support the preparation of timely and meaningful capital plans, asset registers, and operational business demands for the FM and property management
• Ensure direct reports take a regional approach to the tendering of local market service contracts, engaging Global Procurement once GREWE regional direction has been established. Works with local Procurement office to renew, change and/or cancel contracts.
• Ensure direct reports deliver finance management for their resident markets
• Provide invoice approval and CPC validation (and/or other payment methods) in accordance with AEMP01 and for overseeing CPC reconciliations by third-party service partners