- The Cluster Manager is responsible for the effective management and performance of multiple facilities within an assigned cluster.
- The role ensures the delivery of high-quality facility management services, operational efficiency, client satisfaction, compliance with company standards, and achievement of agreed financial and service targets across all assigned sites.
Responsibilities
Cluster Operations Management:
- Oversee the day-to-day operations of all facilities within the assigned cluster.
- Ensure the effective delivery of technical, soft and support facility management services.
- Monitor site performance and ensure compliance with agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Conduct regular site inspections and operational reviews.
- Identify operational gaps and implement corrective actions.
Team & Performance Management:
- Supervise and provide leadership to Facility Managers, Site Supervisors and other site teams.
- Set performance expectations and monitor team productivity.
- Support recruitment, onboarding, training and development of site personnel.
- Conduct performance reviews and address performance or disciplinary issues appropriately.
- Ensure adequate staffing and effective deployment of resources across assigned facilities.
Client & Stakeholder Management:
- Maintain strong relationships with clients and key stakeholders across the cluster.
- Act as the escalation point for major operational and client-related issues.
- Attend client meetings and service review meetings as required.
- Ensure client complaints and service requests are addressed promptly.
- Identify opportunities to improve client satisfaction and retention.
Technical & Maintenance Oversight:
- Ensure preventive and corrective maintenance activities are effectively planned and executed.
- Monitor the performance of MEP systems, building infrastructure and other facility assets.
- Ensure timely escalation and resolution of major technical issues.
- Monitor contractors and service providers to ensure quality and compliance with agreed standards.
Financial & Commercial Management:
- Monitor operational costs and ensure effective utilisation of resources.
- Support the preparation and management of site budgets.
- Monitor procurement, contractor costs and expenditure across assigned facilities.
- Identify opportunities for cost optimisation without compromising service quality.
- Support revenue protection and achievement of commercial targets.
Health, Safety, Quality & Compliance:
- Ensure compliance with HSE policies, statutory requirements and company procedures.
- Monitor implementation of risk assessments, emergency procedures and safety standards.
- Ensure all facilities maintain required operational and compliance documentation.
- Investigate incidents and ensure appropriate corrective and preventive actions are implemented.
Reporting & Continuous Improvement:
- Review and consolidate operational reports from assigned facilities.
- Prepare regular cluster performance reports for management.
- Monitor KPIs, SLAs, maintenance performance, client satisfaction and other operational metrics.
- Identify trends and recommend initiatives to improve service delivery and operational efficiency.
- Drive continuous improvement initiatives across the cluster.
Key Perfomance Indicators (KPIs)
- Achievement of agreed site and cluster KPIs.
- Client satisfaction and retention.
- SLA compliance and service delivery performance.
- Preventive maintenance compliance.
- Reduction in operational downtime and recurring faults.
- Effective cost and resource management.
- Staff productivity and performance.
- HSE and regulatory compliance.
- Timely and accurate operational reporting.
- Bachelor's Degree or HND in Facility Management, Engineering, Estate Management, Building Technology, Business Administration or a related discipline.
- Professional certification in Facility Management, Engineering, Project Management or a related field is an added advantage.
- 5 - 8 years' experience in Facility Management, Property Management, Engineering, Operations or a related field.
- Minimum of 3 years' experience in a supervisory or managerial role, preferably managing multiple facilities or sites.
- Experience managing client relationships, service providers, contractors and multidisciplinary teams.
- Experience in commercial or residential property management is an added advantage.
- Strong leadership and people management skills.
- Excellent client and stakeholder management skills.
- Strong knowledge of facility management operations and maintenance.
- Financial and budget management skills.
- Strong problem-solving and decision-making abilities.
- Excellent communication and negotiation skills.
- Strong analytical and reporting skills.
- Ability to manage multiple sites and competing priorities.
- Good knowledge of HSE, SLA and KPI management.
- Proficiency in Microsoft Office and facility management systems.