Job Description Accountability: (Company/Customer) Service Delivery Management: 70% Facilities Repair and Maintenance
Attend to facilities (UPSes, HVAC, Gensets, Inverters, Lifts, electric fences, fire suppression systems etc) calls and requests raised from various users across the bank within SLA ensuring minimal disruption to normal business operations and keeping all the stakeholders constantly informed of progress at every stage of progress. Maintain a failure log for all reported faults vis a vis the equipment and associated rectification costs incurred
Offer on-phone user support on lighter issues such as trouble shooting and contractor liaison for reported faults.
Maintain up to date preventive maintenance plans for various facilities/sites. Coordinate with respective vendors for PM to be carried out on schedule. Log any arising issues from PM exercises in a tracker and follow to closure
Coordinate EMI exercises for various sites/facilities as per statutory requirements or as needed. Analyze the reports and log any identified issues. Follow all to closure.
Attend to all HD logged calls in a timely manner. Target 100% closure within SLA
Foster good working relationship with various property managers at various bank sites. Offer support in addressing all facilities and premises related issued raised by the property managers at various sites including Westend, Eagle House, Queensway, Absa Plaza Loita, Diani Cottages, BBK Sports Club and G4S at supplies complex MSA road
Contractual Services Maintenance Management
Manage 3rd party relationships for contracted services ensuring service delivery as per the contractual obligations are met. Monitor performance of all contract arrangements in place and provide constant feedback and where applicable MI both ways. Ensure acceptable E2E service levels as per the stated KPI protecting best interests of the bank
Ensure quality supply of maintenance services as contracted and within contractual schedule including maintenance services on UPSes, Aircons, Generators, Lifts, etc. Keep a schedule detailing service type, vendor and timelines
Electro-Mechanical Support for Critical Sites/Data Centers
Attend to all electro-mechanical facilities support for data centers and critical sites including contract-based routine maintenance services, new installations and engineering resilience. Scoped sites include Westend, Ngong Data Recovery Site, Bishops Gate Data Centre and BCM site. Manage all facilities contracts related to data centres and critical sites
Attend to servicefirst logged calls. Monitor and keep the system up to date with latest updates
Maintain liason with IT on any arising issues related to data centres and critical sites and their associated environments. Observe the set data centre access protocols at all times
Facilities Management Support to Associate Entities
First Assurance Kenya(FAK) - Support FAK in delivery of branch network strategy including:
Prepare facilities BQs, analyze tenders and offer technical recommendations.
On site job supervision
Attend to any technical issue originating from FA
Bank Accommodated Staff & Expatriates Residences - Attend to any facilities issues raised by users on site. Includes maintenance of all items enjoyed by the staff within their package. For installations including generators, inverters, general electrical works and electric fences:
Carry out site survey,
prepare BQs,
analyze tenders and offer technical recommendations,
on-site work supervision and handover
Absa Pension Fund - Act as a liaison on all facility management issues with property managers ensuring arising issues are addressed in a timely manner and at reasonable cost. Attend to any issues raised by Absa Pension Services (APS). For new installations support in:
Carry out site survey,
prepare BQs,
analyze tenders and offer technical recommendations,
on-site work supervision and handover
Projects and General Facilities Management Best Practice
Conduct site visits to Branches/Head office Departments to take details of proposed works to help in preparation of scope of works and working drawings
Carry out discussions with contractors on proposals for new equipment and repair works to ensure that high quality is achieved at minimum costs
Analyze tenders received through consultants/ procurement and recommend approval/award of works to the most competitive contractor
Supervise on-going repair and construction works by regularly visiting the sites allocated to ensure contractor is:
Following agreed specifications
Achieving quality workmanship
Adhering to Bank's approved design guidelines
On-schedule and there are no delays
Accountability: Customer Service 10%
Seek to attend to facilities requests within set SLAs
Keep clients posted on with updates on progress for queries raised
Conduct regular user and site visits for assessment of ongoing works to ensure quality and integrity of electro-mechanical installations
Proactively advising the business on power interruptions, planned maintenance and service on equipment to ensure business continuity with little or no interruption to BAU operations
Accountability: (Colleague)
Team & Self Development 10%
Champion the development and embedding of best practice models within the team
Contribute to team spirit and team morale, bearing in mind the particular demands placed on colleagues during the periods of leave.
Hold service review meeting with other team members to enhance team spirit and proactively participate in other departmental meetings
Put leave plan in place and adhere to mandatory leave requirements as per HR leave policy
Accountability:
Planning and Controls 10%
Hold and manage a live record of inventory of bank facilities. Mainly generators, ACs, UPSes, inverters and ATMs
Keep record of all newly acquired assets and monitor movement of assets
Provision of proper contractors/ consultants details to branch official to ensure proper identification before access is given
Maintain up to date PM schedule for all critical sites
Manage risk and control effectively by applying applicable risk frameworks and embedding a positive risk culture.
Deliver Green Audits/RCSAs and ensure timely closure of all issues raised
Ensure a Green RAG status on ACM capture and upload month on month
Records Management should be done in line with the existing policies
Technical Skills and Competencies
Electromechanical Engineering
Ability to interpret drawings and contract documents
Organizational skill
Communication skills
Report writing/presentation skills
Leadership skills
