Tenancy Services Officer

Transcription

1 Tenancy Services Officer Created: 16 August 2017 Group: People & Corporate Services Job family: Administration Position number: TBA Hours worked per week: 35 Manager s title: Business Centre Fleet and Tenancy Manager Manager once Removed s title: Head of Business Centre Status of PD: Final Work location: Parramatta Does the employee need to drive a vehicle as part of the role? Yes Does the employee have to provide a car for work purposes (budgeted in their TRP?) No Number of direct reports: 0 Number of indirect reports: 0 Level of Role Staff or Specialist Evaluated grade: EA 9 Section 1: Purpose and context Purpose of the Position Manage, under supervision, and/or assist with the planning and delivery of assigned works within the Multi- Function Business Centre, completing work as part of a multi skilled team. Manage, under supervision, tasks and modular components of a project as assigned by the manager. 1 Tenancy Services Officer Page 1 of 7

2 The structural context for the position What are the direct and indirect (dotted line or staff-once-removed) reports to the position? N/A Section 2: Key accountabilities and outcomes/tasks Leadership expectations Little to no Leadership expectations Day to day decision making accountability around organising resources for jobs and categorisation / escalation of incidents Technical accountabilities Coordinate and support the facilities management function within the Multi-function Business Centre (MFBC), providing specialist facilities knowledge and skill for all Sydney Water sites - Coordinate relocation/churn/furniture requests for Head Office - Coordinate relocation and furniture requests from concierge - Deliver on projects and service requests from the business - Resolve facilities service requests as reported and escalated - Procure within approved guidelines various workplace assets and related services. - Utilise systems and tracking tools in the management of costs, variations, and related KPIs - Comply with Quality, WHS and Environmental planning and monitoring requirements to ensure compliance to contract and Sydney Water Management plans, including site audits and inspections. - Monitor and report on works status, including KPIs, cost, schedule, risk etc. where applicable Customers and Relationships: Tenancy Services Officer Page 2 of 7

3 - Maintain effective engagement with key personnel to ensure service and project outcomes are agreed and targets achieved. - Consistently display high customer-oriented service standards that are focused on desirable outcomes for the business and meets team objectives. - Liaise with stakeholders and contractors to ensure minimum customer service standards are maintained throughout Health, Safety, Environment and Quality (HSEQ): - Report hazards, unsafe work practices, near misses or incidents immediately to manager. - Ensure Incidents or hazards identified in the course of work are reported, investigations are completed, and remedial action is taken. - Monitor and coordination of works to ensure compliance with Sydney Water's H&S, Environmental and Quality Management Systems. - Ensure WHS processes and standards are maintained, ensuring issued safety equipment is properly maintained. - Ensure all audits, site inspections and observations are completed with a high level of quality and the outcomes shared within the SWC community. Continuous Improvement: - Participate in any continuous improvement programs within the MFBC and seek to identify improvements that assist the MFBC's future direction Additional duties: - It is also expected that the occupant of this role will do other projects and duties as required Systems accountabilities Click here to enter text. Process accountabilities Click here to enter text. Internal working relationships Working across the business with front line staff to support and enable day to day work tasks and activities. Participate in a team environment, ensuring team objectives and targets are understood and delivered Customers (external) Works with the business in enabling front line staff to undertake their work in a more efficient and cost effective manner. Develop and maintain positive professional relationships with customers, stakeholders, industry and various trades. Tenancy Services Officer Page 3 of 7

4 Impact of position Contribution Spectrum 2 Delivery Support the transition to the MFBC Provide high quality accurate information to Business units. Projects are managed and implemented to effectively manage safety, customer and environment risks Financial No Budget control Innovation and Complexity Innovation Make/recommend minor changes The most complex problem will be meeting business expectation expectations when delivering on projects and services requests. Safety Health, Safety, Environment and Quality (HSEQ): - Report hazards, unsafe work practices, near misses or incidents immediately to manager. - Ensure Incidents or hazards identified in the course of work are reported, investigations are completed, and remedial action is taken. - Oversee the monitoring and management of works to ensure compliance with Sydney Water's H&S, Environmental and Quality Management Systems. - Ensure WHS processes and standards are maintained, ensuring issued safety equipment is properly maintained. - Ensure all audits, site inspections and observations are completed with a high level of quality and the outcomes shared within the SWC community. Section 3: Knowledge/skills/experience Formal Qualifications: Tertiary qualifications i.e. TAFE Diploma or equivalent facilities related project and service delivery. Skills: Developed negotiation skills to engage with impacted stakeholders and suppliers. Capacity to identify and negotiate best value and most effective facilities activities. Effective oral and written communication skills including proven ability in preparation of written communications, reports, procedures, project plans, recommendations and proposals Well organised and manages time effectively. 3 2 Delivery deliver own output by following set procedures, or according to operational targets Operational Set and achieve objectives which has an impact on others Tactical Provide input into or develop new products or processes Strategic Establish and implement business strategies with a longer-term focus Tenancy Services Officer Page 4 of 7

5 Capacity to record and report on project and financial. Very effective interpersonal communication and customer service skills Developing knowledge of construction standards e.g. Building Code of Australia in order to maintain the amenity of the built environment. Demonstrated ability to assess, influence and report on contractor performance. Experience: Experience in planning and/or assisting the planning, management and delivery of facilities works relevant to multiple workplace accommodation environments Intermediate skills in project management principles, methodologies and tools Awareness of regulatory requirements as they relate to the delivery of projects including Workplace Health & Safety, Building Code of Australia and relevant AS/ANZ standards for maintenance of facilities and assets. 3 + years in facilities management, property management or related services. Demonstrated experience in procurement of goods and services to obtain sound commercial outcomes and value for money. Additional notes: Click here to enter text. Sydney Water expects all staff to do other projects and perform additional duties as required. Tenancy Services Officer Page 5 of 7

6 Appendix Appendix People management accountabilities Manager once Removed accountabilities Ensure consistency across the business unit and integrate the work of teams Provide subordinates once removed with someone to talk to if they feel they are not being treated fairly by their manager or if they want to appeal a decision made by their manager Ensure the quality of management for subordinates once removed Answer the question about future of the subordinates once removed by making a clear judgment of potential and providing feedback Build capability for future roles Plus manager and planning accountabilities below Manager accountabilities Provide leadership to direct reports Ensure direct reports fully understand my role (as a manager), accountabilities and authorities Build and maintain a strong, two way, trusting working relationship with my staff based on achieving the business goals and enabling subordinates to work to their fullest potential Ensure my direct reports can answer key questions of: o o o Where are we going? What is their work? How their performance will be assessed? Set clear tasks by explaining the background to the work (context), the purpose, how much is required and to what quality, the resources available and the time Make accountabilities and authorities clear and ensure subordinates have the financial, people, and physical authorities needed to be able to achieve their work Set effective baseline conditions for productive work by completing important people management processes of selection, induction, contribution assessment and provide development for the position so staff can complete tasks effectively Ensure the team works in a way that each team member actively contributes to the decisions made and moves in a set direction with commitment Communicate with direct reports, in person about, change wherever possible Quickly address discomfort or tension so problems are resolved before they develop into conflict Lead culture change within your team Role model corporate behaviours and ethics Guide and support direct reports, so they are focused and connected to the Safe and Well Together vision and strategy Positively encourage and coach direct reports with respect to their Safe and Well Together visible Leadership behaviours Ensure accountability for Health, Safety and Wellbeing leadership is demonstrated through personal safety action plans Demonstrate commitment to being Safe & Well Together in meetings such as sharing lessons learned and Safety moments Participate in health, safety and wellbeing activities such as wellbeing support activities, Incident investigations, safety meetings, safety inductions and safety training. Plus planning accountabilities below Tenancy Services Officer Page 6 of 7

7 Planning accountabilities Appendix Ensure systems of work and processes are effective, that the structure of the team supports the work to be done and that work is aligned across members of my team Develop team business plans and ensuring effective execution of those plans Ensure work occurs at the right level and outcomes are delivered to the agreed requirements. Integrate work across team/s Apply Sydney Water policies and procedures consistently and fairly Communicate what is required for the business and why. Signature behaviours All staff are accountable for demonstrating Sydney Water s signature behaviours of: Focus on solutions (Positive attitude, change ready, improvement and insight) Stand up and contribute (Participation, collaboration, courage and respect) Do what you say (Honesty, integrity, transparency and trust) Support and Encourage (Encouragement, communication, empathy and cooperation) Own the outcome (Ownership, accountability, results and accomplishment) Tenancy Services Officer Page 7 of 7