Job Description Summary
The REFS Specialist provides subject-matter expertise and end-to-end operational ownership across assigned Real Estate & Facility Services activities. The role translates business and site needs into reliable, compliant, cost-effective service solutions; applies data and professional judgement to identify risks and improvement opportunities; and drives actions through internal stakeholders and external service partners. The position acts as a trusted point of contact for assigned REFS domains and supports a safe, efficient, sustainable, and high-quality workplace environment.
Role Scope and Specialist Expectations
• Own assigned REFS processes and service outcomes within delegated authority, rather than limiting the role to administrative coordination.
• Apply specialist knowledge of REFS standards, local requirements, service contracts, operational risks, and site priorities.
• Analyze performance data, trends, incidents, customer feedback, and cost drivers; convert findings into practical recommendations and action plans.
• Provide expert guidance to stakeholders and service partners, escalating material risks, compliance gaps, and decisions requiring management attention.
• Lead defined improvement initiatives and workstreams from assessment through implementation, benefit tracking, and sustainable handover.
• Maintain effective governance, documentation, controls, and reporting for assigned services.
Job Description
Major Accountabilities
Service Ownership and Operational Excellence
Act as the specialist owner and primary point of contact for assigned REFS service areas, which may include cleaning, food and coffee services, facility maintenance, occupational health services, physical workplace, security, and employee transportation.
Define, monitor, and challenge service performance against agreed SLAs, KPIs, quality expectations, and site requirements.
Investigate recurring service issues, identify root causes, agree corrective actions, and verify effectiveness.
Develop and maintain service standards, operating routines, inspection mechanisms, escalation paths, and performance dashboards.
Drive customer-focused improvements while balancing compliance, service continuity, cost, quality, and employee experience.
Contractor and Supplier Performance Management
Provide day-to-day governance of subcontractors and service partners within assigned scope.
Monitor supplier performance, staffing, training, documentation, service quality, and adherence to contractual and site requirements.
Lead or facilitate service reviews, document decisions and actions, and follow through to closure.
Identify performance gaps and support recovery plans, change requests, commercial discussions, and issue escalation in collaboration with Procurement and REFS leadership.
Ensure contractor activities are planned and executed with appropriate operational, quality, HSE, and business continuity controls.
Cost, Procurement, and Resource Optimization
Identify, evaluate, implement, and report cost-saving and productivity opportunities without compromising compliance or service quality.
Perform spend and consumption analysis, prepare business cases, and track realized benefits against approved targets.
Provide accurate specifications, operational data, service volumes, and technical input for sourcing and procurement activities.
Support purchase orders, approvals, invoice validation, budget tracking, forecasting, and financial reconciliations within assigned scope.
Recommend demand-management, process, contract, or specification improvements based on evidence and stakeholder needs.
Projects, Change, and Continuous Improvement
Lead or support REFS projects and improvement initiatives, including scope definition, risk and opportunity assessment, stakeholder alignment, implementation planning, and progress reporting.
Apply structured problem-solving and continuous improvement methods to remove waste, simplify processes, improve controls,…