Real Estate and Facilities SG & Reg Operational Manager (AMEA, Japan)


Company :  NBS
Location :  Singapore, Singapore
Job Type :  Full-time
Job Status :  Permanent
The Singapore REFS Head is the strategic business partner at the country level, managing the relationships between REFS, country management and ensuring customer satisfaction through strategic and proactive demand management. She/he is responsible for building a strong relationship with the business, and establishing an effective governance mechanisms to promote collaboration and service efficiency.

The Singapore REFS Head is responsible for developing a deep understanding of Singapore demand to share with the Regional REFS Head and collaborates across the COEs in coordinating the execution of Singapore initiatives.

The Singapore REFS Head actively manages relationships with key divisional customers across all REFS domains; ensures functional within their country and collaborates closely with the Regional REFS Heads and COEs to provide key inputs into the management of the overall REFS portfolio to ensure it meets the future requirements for the customer. She/he will also build and develop talent, and drive a continuous improvement mindset in the country.

The Singapore REFS Head will also play the Region Operational role and act as a senior advisor to the Region REFS Head to provide expertise and decision making support on key aspects of the region.


  • As the REFS representative at the country/cluster level, acts as the touchpoint for customers cross-site and within the country/cluster and across all REFS domains (e.g. Divisions, NTO, GDD, NBS, Quality, HSE etc.), to gather and maintain a deep understanding of country/cluster business needs and challenging these needs to shape country/cluster level customer requirements ensuring all service activities deliver greatest value and quality
  • Establishes a regular operating rhythm and meeting structure with Site REFS Heads to obtain an understanding of site-level demand, identify patterns and dependencies across sites, and provide leadership to Site REFS Heads on the implementation of country/cluster account strategy
  • Connects regularly with country management to actively manage strategic country/cluster needs and ensures country/site leadership achieves/exceeds the customers expectation levels
  • Supports and provides direction to the REFS regional team in their engagement with country/cluster REFS stakeholders
  • Represent REFS (NBS) as the senior country/cluster leader (incl. external organizations and other market facing activities/events)
Implementation and Operations

  • Collaborates across divisions and regions to share best practice around account strategy and globally leverage project efforts
  • Anticipates country/cluster customer needs and/or implications arising from business change taking place at the global or regional level and takes a strategic view when discussing potential solutions with the customer ensuring close collaboration with COEs
  • Attends monthly meetings with Regional REFS Heads to provide direction around the country/cluster-level demand to facilitate the development of a REFS division/region/country strategy and feed into portfolio management process
  • Translates the regional/divisional strategy into a country/cluster level strategic account plans
  • Acts as an escalation point for country management service delivery issues, and assists the REFS CoEs through coordination of the implementation of solutions and the resolution of country issues.
  • Drives customer satisfaction within the country/cluster; owns and manages the measurement of customer satisfaction within the country/cluster and identifies and relays potential corrective initiatives to COE
  • Collaborates with the COEs and provides a cross-COE perspective to ensure business insights drive continuous improvement towards excellence in service delivery and increase overall work experience
  • Provide input to develop annual country/cluster budget per COE and provides information on customer requirements at the country/cluster level as inputs to budget discussions taking place at the regional level with the COEs in line with long-term business plans
  • Provides input for country/cluster level innovative solutions/initiatives to deliver on the business case and works closely with Regional REFS Heads and COEs providing input into remediation plans
  • Supports COEs with the development of the strategic plans by providing a view of country/cluster strategic demand and coordinates COE outputs in country/cluster in order to guarantee service delivery
  • Coordinates country/cluster communication requirements and associated activities to support customer engagement
People Management

  • Provide leadership to sites within the country/cluster and sets clear objectives for the country/cluster in line with regional objectives
  • Role models a leadership style which is inclusive, proactive, respectful, results driven, change agile and demonstrates innovation/creativity with a strong customer service focus
  • Ensures regular interactions with sites/countries to review performance
  • Builds and develops talent within the country/cluster by creating succession plans for the key positions, driving a continuous improvement mindset in the organization and developing and executing training in the various areas of process excellence
Minimum requirements

  • Overall relevant work experience of approximately 8 years, ideally at multi-national organizations
  • Experience of customer relationship management, stakeholder management and/or business partnering at the country/cluster level
  • Ability to communicate effectively across organizations and interact with country/cluster leadership
  • Ability to create long-lasting customer relationships with country/cluster stakeholders by demonstrating personal credibility
  • Proven track record of leading large teams to deliver high levels of customer satisfaction
  • Ability to balance resource demands from multiple internal customers and to develop people to meet both their career goals and the organizations goals
  • Proven resilience and strong leadership skills to drive change
  • Experience of problem solving and negotiating with site and county stakeholders
  • Strategic mind-set showing the ability to identify opportunities and translate them into strategies
  • Comfortable providing challenge to key stakeholders’ requests
  • Demonstrable understanding of Real Estate and Facilities Services COE domains (REM, DCM, FS and HSE)
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