Facilities Manager

The Facilities Manager is fully accountable for the end-to-end management of the BPO office within Tatu City. This role ensures the facility remains safe, secure, and fully operational in alignment with PCI DSS and/or ISO 27001 standards, the established operating manual, and client expectations. You will lead physical security, vendor management, staff transportation, catering services, and emergency response to support a 24/7 high-performance BPO operation – acting as the single point of accountability for all facility-related matters.

Responsibilities:

1. Physical Security & Access Control (End-to-End Ownership)

• Policy Enforcement: Own the daily enforcement of Physical Security Guidelines, ensuring all zones (especially Production areas) are accessed only by authorized personnel.
• Search & Compliance: Direct security guards in performing mandatory bag checks and enforcing the “Prohibited & Controlled Items” list (e.g., personal phone ban in Production zones). Address all breaches with corrective action.
• Key & Access Management: Maintain strict control over physical keys, electronic access cards, and locker assignments – including shift-based handover logs and periodic audits.

2. Facilities & Vendor Management (Full Stakeholder Liaison)

• Opening/Closing Procedures: Ensure daily opening and closing procedures are followed rigorously to maintain site integrity and client confidence.
• Contractor Management: Act as the primary point of contact and decision-maker for all contractors (cleaning, pest control, maintenance, vending). Ensure they are pre-registered, escorted in restricted zones, and comply with work-order protocols. Manage vendor performance and escalate non-compliance.
• Catering Logistics: Manage food vendors to ensure hygienic delivery, temperature control, and storage of meals across all shifts. Monitor and enforce cleanliness of break-out and kitchen areas. Resolve catering-related grievances directly.
• Clean Desk Policy: Lead periodic inspections to ensure adherence to Media, Document, and Clean Desk standards. Report non-compliance to operations management and implement corrective measures.
• Client & Internal Liaison: Regularly engage with operations staff, cleaning teams, security, transport providers, and client representatives to address facility-related concerns proactively.

3. Health, Safety & Emergency Response

• Emergency Readiness: Lead and coordinate quarterly fire and emergency drills, ensuring all marshals and first-aiders are trained and headcounts are accurately recorded. Own the emergency response plan.
• Incident Management: Serve as the primary escalation point for all security or facility incidents. Document root causes, implement corrective actions, and provide incident reports to management and the client as needed.
• Community Liaison: Professionally manage and resolve neighbour-related complaints (noise, waste, lighting). Document all interactions and implement preventive measures to avoid recurrence.

4. Transportation Coordination (End-to-End)

• Route & Schedule Management: Own daily staff transport scheduling for both day and night shifts – ensuring efficient route mapping and timely pick-ups/drop-offs. Adjust routes as needed based on operational feedback.
• Vendor Performance Management: Monitor transport vendor adherence to safety regulations and professional conduct. Review trip logs for monthly cost control. Address driver or vehicle issues directly with vendor management.

5. Facilities Maintenance (Proactive & Reactive)

• Inspections: Conduct and document periodic inspections of the entire premises, proactively identifying and resolving issues before they impact operations.
• Maintenance Scheduling: Manage reactive and planned preventative maintenance (PPM) for critical installations (UPS, generators, HVAC, access control, CCTV). Ensure minimal operational downtime.
• Bachelor’s degree in Business, Facilities Management, Engineering, or related field
• Minimum 5+ years in facilities or security management, with at least 2 years in a BPO, contact center, or PCI-regulated environment.
• Proven experience managing vendors, contractors, and cross-functional stakeholders (operations, client representatives, security, cleaning, transport, catering).
• Experience in a 24/7 shift-based operation is highly preferred.
• Strong familiarity with Kenya’s Data Protection Act (physical controls around client data).
• Working knowledge of Public Health Act (food handling) and Occupational Safety & Health Act, 2007.
• Ability to manage CCTV, biometric access control systems, and facility maintenance oversight. Proficiency in incident reporting tools (e.g., Jira, Smartsheet, or Excel-based logs).