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Account Management

Account Excellence & Performance Management Lead - Citi APAC

Regional Account Excellence and Performance Manager


We are looking for a Regional Account Excellence Performance Manager.  In this role, The role will be responsible for providing leadership & steer for incident management, MI, reporting, process control & quality management to support in overall customer satisfaction and demonstrating ‘best in class’ operations. You will be a core member of the ISS/Citi regional team working across several countries and reporting to the Regional Account Director

You will have extensive experience in being able to drive customer satisfaction, ensuring ISS deliver and demonstrating ‘best in class’ account management. You should be a strong communicator and demonstrate effective management of various stakeholders.


Location:  Singapore

Language: English 

Application deadline: 27 December 2021


The role will be responsible for providing leadership & steer to an important regional function. The function will own & be responsible for incident management, MI, reporting, process control & quality management. The role will also be responsible for the ownership of REALMs systems in APAC while embracing the use of ISS and Citi concepts.


Your key responsibilities will be

Support region, sub-region and countries in operational excellence & performance management

  • Understand, own, monitor, administer and govern the clients CMMS/CAFM system (REALMs)
  • Prepare, monitor & own the performance management of the account – including KPIs & SLAs
  • Understand the reporting & Market Intelligence  required by the clients, ISS & the account – develop it to more prudent and robust
  • Ensure quality is best in class in all that is being delivered by using ISS & Clients concepts & procedures.
  • Operations Excellence and Performance management to meet internal targets & client requirements using appropriate analytics
  • Continuous improvements using right processes & controls


Professional Qualifications

  • A graduate or post graduate with background in Facilities Management, Technical services, Customer relationship, Analytics
  • Previous experience working with multiple stakeholders and countries ideal
  • Office based Facility Management experience


Personal Qualifications

  • Strong and demonstrable leadership skills and Customer service skills
  • Strong  analytical acumen, ownership, quality focus and organisational skills
  • Strong stakeholder management skills, understanding the complexity of leadership in a matrix organisation
  • Strong communication and influential skills at all levels as well as good analytical and problem solving skills
  • Recognises the diversity of ISS local cultures and uses that awareness to maintain relationships


Job Benefits

We offer you a challenging and exciting career in an ambitious working environment characterized by high pace and drive. ISS has an open and informal culture founded on professionalism at all levels. The right person will have ample opportunity for personal and professional development and for building a large network of highly qualified colleagues and influential stakeholders.



We look forward to receiving your application as soon as possible. Please contact Chantal Druszcz , People and Culture Lead, APAC Chantal.druszcz@group.issworld.com for questions on the role.

We offer a diverse and inclusive environment whoever you are and wherever you work, we want all to belong. If you have a passion for changing the world then you’re welcome. Come join us!

Date posted:  Nov 25, 2021
Region:  Group

Søborg, DK, 2860

Job Category:  Account Management
Full time/Part time:  Full Time
Requisition ID:  3362