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:

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 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 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 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 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

Requirements

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)

Show more

Show less