Sodexo - GM - National Account Director - Facilities Management

Sodexo Group :

Founded in 1966 by Pierre Bellon in Marseilles, France, Sodexo is the worldwide leader in Quality of Life services. For over 40 years, we have developed unique expertise, backed by nearly 419,000 employees in 80 countries across the globe with consolidated revenue of 18 billion Euros. We are ranked the 18th largest employer worldwide.

Our experiences with our over 75 million customers each and every day enable us to develop Quality of Life services that reinforce the well-being of individuals, improving their effectiveness and helping companies and organizations to im- prove performance.

In combining the diverse talents of our teams, Sodexo is the only company to integrate a complete offer of innovative services, based on over 100 professions. We develop, manage and deliver a unique array of On -site Services, Benefits & Rewards Services and Personal and Home Services for all our clients to improve the Quality of Life.

On-site Services :

Sodexo's comprehensive, integrated solutions cover a wide range of services in a variety of working and living enviro n- ments. We contribute to enhancing employees- well-being, optimizing work processes and ensuring the proper function- ing and safety of sites for companies, hospitals, university campuses, correctional facilities and large worksites.

Sodexo India- Onsite Services :

Sodexo On-site Services has a direct link to services in India back to 1966. With over 40,000 employees, Sodexo India is recognized as a strategic partner, by providing a range of Quality of Life Services for clients, their employees and visitors in the corporate, education, healthcare and remote sites segments. Delivering more than 40 different food and facilities management solutions across 1050+ sites and 800,000 consumers, Sodexo is a market leader in India in terms of revenue, consumers served and employees retained.

Position Title : National Account Director - Facilities Management

Reports To : Vice President - Facilities Management

Span of Control : One Account

Location: Hyderabad

Position Purpose : Promote excellence in customer satisfaction and strong customer relationships by focusing on responsiveness and communications as well as on meeting and/or exceeding customer's expectations

Role Description :

- Grow and nurture accounts, while ensuring long-term relationships, increasing account size and revenue potential.

- Develop deep understanding of client goals, objectives and challenges.

- Create, inspire and deliver a vision that exceeds client expectations.

- Identify opportunities for future business offerings.

- Educate clients on Sodexo's core capabilities and service offerings.

- Be an expert in the digital space, following market trends and competitive intelligence.

- Function as a conduit for communication between the customer and delivery management team.

- Prepare annual account plans, with quarterly updates.

- Continuously monitor key metrics including client satisfaction, account margin and project financial health.

- Negotiate commercial terms for any new services provided to client.

- Understands the contract terms and conditions, service levels as well as customer expectations at a detailed level and takes ownership for outcomes.

- Ability to lead & mentor diverse teams. Review and recommend staff and employee training programs, workshops, seminars and classes to facilitate development and improvement of competencies and proficiency.

- Understanding the contract terms and conditions and customer expectations at a detailed level and taking ownership for outcomes.

- Reviewing and proactively establishing required procedures and training personnel to consistently meet and exceed the financial and performance expectations of the client and Sodexo in a safe and cost-effective manner.

- Providing the technical and management direction for all facility management services and tapping into our resources to reduce costs and increase satisfaction.

- Working closely with the client to ensure satisfaction.

- Ensuring that work performed is covered by the contract and properly reimbursed from the client

- Preparing proposals and negotiating profitable compensation for requested work outside the original contract.

- Establishing process performance metrics; tracking, analyzing, and reporting performance in terms of quality, safety, cost, and customer satisfaction. Taking corrective actions to bring about required technical and interpersonal skills and morale to meet and exceed the expectations of the client and Sodexo.

- Providing timely and effective communications with all employee levels within the project, the client's organization, and Sodexo. Building strong win-win relationships.

- Serving as a role model, mentor, and valued resources for the client and Sodexo.

- Performing other assignments as required.

- Establishes an account business plan to capture the strategic initiatives and targets for the account.

- Directs management resources to ensure that service levels are met and/or exceed in a timely and cost effective manner through out the life of the contract.

- Secures additional work through scope and/or scale expansion according to the account business plan.

- Establishes the account management organization structure and approves the site level organizations.

- Directs and leads management resources as well as leverages on available Sodexo resources and knowledge to sustain customer satisfaction and continuously improve the account's performance.

- Reviews and recommends staff and employee training programs, workshops, seminars and classes to facilitate development and improvement of competencies and proficiencies.

- Provides operational leadership in problem solving and decision making to ensure that account issues and challenges are resolve proactively.

- Works closely with the customer, peers and subordinates to foster a strong working relationship and builds strong win-win relationships.

- Manages priorities and time to ensure timely completion of all assignments, tasks, activities and processes to provide quality outputs, deliverables and reports.

- Establishes a standard monthly performance scorecard to provide performance reports on quality, safety, financial management, service delivery and customer satisfaction.

- Directs the use of the scorecard to take corrective and proactive actions to bring about required change.

- Periodically conducts business reviews with the customer to ensure alignment between expectations and delivery.

- Establishes the account safety program and ensures that all safety program goals and objectives are met/exceeded.

- Administers SodexoI policies, business processes and standards at the account to ensure compliance account wide.

- Communicates regularly with the customer to ensure that account management resources are responding effectively and efficiently to the customer's changing needs.

- Communicates regularly with management to share critical information, provide performance updates and seek consensus or direction.

- Conduct performance reviews and goal-setting with each employee under his/her direction.

- Staff's discipline